Terms of service

Overview

This website is operated by Petizen.sg. Throughout the site, the terms “we”, “us” and “our” refer to Petizen.sg.

By visiting our website and/or purchasing something from us, you agree to be bound by the following Terms of Service, including any additional terms, conditions, and policies referenced herein or available by hyperlink.

Please read these Terms carefully before using our website. If you do not agree to these Terms, you should not access the website or purchase from us.

1. Online Store Terms

By using this website, you confirm that you are at least the age of majority in your country or region of residence, or that you have given us consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose. You must also not violate any laws in your jurisdiction, including but not limited to intellectual property laws, consumer protection laws, or online transaction regulations.

Any breach of these Terms may result in the immediate termination of your access to our services.

2. Product Information

We make every effort to display product information, images, prices, descriptions, ingredients, sizing, colours, specifications, and availability as accurately as possible.

However, we do not guarantee that all product descriptions, images, colours, pricing, or other content on the website are completely accurate, current, or error-free at all times.

Product colours and packaging may appear slightly different due to screen settings, supplier updates, packaging changes, or product batch variations.

For pet food, treats, supplements, grooming items, and consumables, customers should always check the product label, ingredients, feeding guide, expiry date, and suitability before use.

3. Pet Health & Product Suitability

The information provided on Petizen.sg is for general product information only and should not be treated as veterinary, medical, or professional advice.

Every pet is different. Factors such as age, breed, size, health condition, allergies, diet, and behaviour may affect whether a product is suitable.

If your pet has existing medical conditions, allergies, dietary restrictions, or special care requirements, please consult a qualified veterinarian before purchasing or using any food, treat, supplement, grooming product, or pet care item.

Petizen.sg is not responsible for adverse reactions, misuse, incorrect feeding, improper handling, or product unsuitability where the product was used outside its intended purpose or without proper consideration of the pet’s individual needs.

4. Pricing & Availability

All prices listed on Petizen.sg are in Singapore Dollars (SGD) unless otherwise stated.

Prices, promotions, discounts, product availability, and shipping fees may change without prior notice.

We reserve the right to modify or discontinue any product, service, promotion, bundle, or offer at any time.

We also reserve the right to correct any pricing errors, product information errors, or stock availability errors, even after an order has been placed. If this affects your order, we will contact you as soon as reasonably possible.

5. Orders & Acceptance

Placing an order on Petizen.sg does not automatically mean that your order has been accepted.

We reserve the right to accept, reject, cancel, or limit any order for reasons including but not limited to:

Product out of stock
Incorrect pricing or product information
Payment issues
Suspected fraud or unauthorised transaction
Delivery address limitations
Abuse of promotions, vouchers, or discounts
Bulk purchases or suspected resale without approval

If we cancel your order after payment has been made, we will arrange a refund for the affected item or order.

6. Payment

Payment must be successfully completed before an order is processed.

We may accept various payment methods through Shopify or third-party payment providers. By making payment, you agree to the terms and conditions of the relevant payment provider.

Petizen.sg does not store your full card details. Payment information is processed securely by our payment partners.

7. Delivery & Shipping

Delivery timelines are estimates and may vary due to courier delays, stock availability, public holidays, weather conditions, peak sale periods, incorrect addresses, or circumstances beyond our control.

Customers are responsible for providing complete and accurate delivery details at checkout.

Petizen.sg is not responsible for delays, failed delivery, or additional charges caused by incorrect, incomplete, or inaccessible delivery addresses.

If a parcel is returned to us due to failed delivery, incorrect address, or unclaimed parcel, additional re-delivery fees may apply.

8. Risk of Loss or Damage

Risk of loss or damage to the products passes to the customer once the order has been delivered to the stated delivery address, received by the customer, or collected by an authorised representative.

Please check your order promptly upon delivery. Any damaged, defective, expired, missing, or wrong item should be reported to us within the timeframe stated in our Return & Refund Policy.

9. Returns, Refunds & Exchanges

Returns, refunds, and exchanges are subject to our Return & Refund Policy.

Due to hygiene, safety, and product freshness reasons, certain items such as opened pet food, treats, consumables, hygiene products, grooming liquids, used accessories, clearance items, and final sale items may not be eligible for return or refund unless they are defective, damaged, expired, or incorrectly supplied.

Please refer to our Return & Refund Policy before making a purchase.

10. Promotions, Vouchers & Discount Codes

Promotions, vouchers, discount codes, bundles, free gifts, and special offers are subject to their own terms and conditions.

Unless otherwise stated:

Promotions cannot be exchanged for cash
Discount codes may not be stackable
Vouchers may have minimum spend requirements
Free gifts are subject to availability
Promotions may be changed or withdrawn without prior notice
Used vouchers or discount codes may not be reinstated after cancellation or refund

Petizen.sg reserves the right to cancel orders or withdraw promotional benefits if we detect misuse, fraud, abuse, or unintended stacking of offers.

11. Subscriptions, Auto-Renewals or Recurring Orders

Where subscription, recurring purchase, or auto-renewal options are available, customers are responsible for reviewing the subscription terms before subscribing.

By subscribing, you authorise recurring charges based on the selected delivery frequency, product, and payment method.

You may manage, pause, skip, or cancel your subscription according to the subscription platform’s available settings and terms.

Subscription discounts, benefits, prices, and availability may change from time to time.

12. Grooming, Services or Appointment-Based Purchases

Where Petizen.sg offers grooming, appointment-based services, or service-related purchases, additional service terms may apply.

Customers are responsible for ensuring that their pet is suitable for the selected service and disclosing any relevant health, behavioural, aggression, allergy, or medical concerns before the appointment.

Petizen.sg reserves the right to refuse, reschedule, or stop a service if it is unsafe for the pet, staff, or other animals.

13. Account Information

You agree to provide accurate, complete, and up-to-date information when creating an account or placing an order.

You are responsible for maintaining the confidentiality of your account login details and for all activities that occur under your account.

Please notify us immediately if you suspect unauthorised access to your account.

14. Personal Data

Your submission of personal data through the website is governed by our Privacy Policy.

By using our website, creating an account, placing an order, subscribing to marketing communications, or contacting us, you consent to the collection, use, and disclosure of your personal data in accordance with our Privacy Policy and applicable Singapore data protection laws.

15. Marketing Communications

By signing up for our newsletter, creating an account, joining a promotion, or opting in to receive updates, you may receive marketing communications from Petizen.sg.

You may unsubscribe from marketing emails at any time using the unsubscribe link provided in our emails or by contacting us.

Transactional messages relating to your orders, payments, delivery, or account may still be sent even if you unsubscribe from marketing communications.

16. Third-Party Tools, Apps & Links

Our website may use third-party tools, apps, payment gateways, shipping platforms, review systems, analytics tools, or links to third-party websites.

We are not responsible for the content, policies, actions, errors, or practices of third-party platforms.

Your use of third-party services may be subject to their own terms and privacy policies.

17. User Comments, Reviews & Submissions

If you submit reviews, comments, photos, videos, feedback, suggestions, or other content to Petizen.sg, you agree that we may use, reproduce, edit, publish, and display such content for business, marketing, website, and social media purposes, unless you inform us otherwise in writing.

You agree not to submit content that is false, misleading, abusive, defamatory, offensive, unlawful, or infringes the rights of others.

We reserve the right to remove or edit user-submitted content at our discretion.

18. Intellectual Property

All content on Petizen.sg, including but not limited to text, images, graphics, logos, icons, product descriptions, videos, website design, and digital assets, belongs to Petizen.sg or its respective content owners.

You may not copy, reproduce, distribute, modify, sell, or exploit any part of the website without our prior written permission.

19. Prohibited Uses

You are prohibited from using the website or its content:

For unlawful purposes
To violate any applicable laws or regulations
To infringe our intellectual property rights or those of others
To submit false, misleading, or fraudulent information
To upload viruses, malware, or harmful code
To collect or track personal information of others
To interfere with the security or functionality of the website
To abuse promotions, vouchers, discounts, or loyalty benefits
To harass, abuse, insult, harm, defame, or discriminate against others

We reserve the right to terminate your access to our website or services for violating any prohibited use.

20. Limitation of Liability

To the fullest extent permitted by law, Petizen.sg shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages arising from your use of our website, products, services, or inability to use them.

This includes but is not limited to loss of profits, loss of data, loss of business, delivery delays, product misuse, pet-related reactions, or third-party service issues.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable Singapore law.

21. Indemnification

You agree to indemnify and hold Petizen.sg, its owners, employees, partners, suppliers, service providers, and affiliates harmless from any claim, demand, loss, damage, liability, or expense arising from your breach of these Terms or your misuse of our website, products, or services.

22. Force Majeure

Petizen.sg shall not be liable for any delay or failure to perform obligations due to events beyond our reasonable control, including but not limited to natural disasters, courier disruptions, supplier delays, strikes, pandemics, government actions, system outages, technical failures, or other unforeseen circumstances.

23. Changes to Terms of Service

We reserve the right to update, modify, or replace any part of these Terms of Service at any time by posting updates on this page.

It is your responsibility to check this page periodically for changes. Your continued use of the website after any updates means you accept the revised Terms.

24. Governing Law

These Terms of Service shall be governed by and interpreted in accordance with the laws of Singapore.

Any disputes arising from or relating to these Terms, the website, products, or services shall be subject to the jurisdiction of the courts of Singapore.