Cancellation policy

Subscription Orders

Kellyville Pets offers subscription purchase options on selected products. By purchasing a subscription product, you agree to the recurring billing terms outlined below.

Managing Your Subscription

You may manage, pause, skip or cancel your subscription at any time by logging into your customer account or by contacting us at onlineorders@kellyvillepets.com.au.

Cancellation requests must be submitted at least 48 hours prior to your next scheduled billing date to prevent the order from processing.

If a subscription order has already been processed or dispatched, it cannot be cancelled.

Billing & Payments

Subscription orders are automatically billed on your selected frequency using your nominated payment method.

If payment fails, we may retry the payment. The subscription may be paused or cancelled if payment cannot be successfully processed.

You are responsible for ensuring your payment details remain current.

Price Changes

Subscription product prices are subject to change. Where pricing changes occur, the updated price will apply to future renewals. Continued participation in the subscription confirms acceptance of the updated price.

Prices are not adjusted retroactively.

Perishable & Live Feed Subscriptions

Subscriptions containing live feed, perishable items, plants or fresh foods are subject to strict dispatch conditions.

Once dispatched, subscription orders containing perishable items are non-refundable. We do not accept responsibility for live feed shipped interstate that does not arrive alive or in optimal condition.

Customers must ensure someone is available to receive the delivery. Live feed must be brought inside and stored at the correct temperature immediately upon delivery.

Kellyville Pets does not accept responsibility for loss, damage or deterioration where deliveries are left unattended.

Shipping & Dispatch Conditions

Perishable subscription items are dispatched via Express Post or Same/Next Day Delivery only.

Live feed is dispatched Monday to Wednesday only. Orders placed after 8am Wednesday will be dispatched the following Monday.

Same Day Delivery is not available on weekends or public holidays. Orders placed during these times will be processed on the next business day.

Dispatch may be delayed during extreme weather conditions, including temperatures exceeding 30°C in Sydney, to protect animal welfare.

Refunds

Subscription orders follow our standard Returns Policy.

Perishable goods, live animals and live feed are non-refundable once dispatched, except where required under Australian Consumer Law.

If you have any questions regarding your subscription, please contact us at onlineorder@kellyvillepets.com.au