Terms and Conditions

These terms and conditions (the "Terms and Conditions") govern the use of www.petpeace.au (the "Site"). This Site is owned and operated by Pet Peace Pty Ltd ACN 663690337 (Pet Peace, we, us and our). This Site is an ecommerce website.

By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.

We reserve the right to update, change or replace any part of these Terms of Service at any time by posting updates and/or changes to the applicable Pet Peace. It is your responsibility to check the relevant page periodically for changes. Your continued use of or access to the Pet Peace following the posting of any changes constitutes acceptance of those changes.

Intellectual Property
All content published and made available on our Site is the property of Pet Peace and the Site's creators. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.

Sale of Products And Services
These Terms and Conditions govern the sale of products and services available on our Site.

The following products are available on our Site:

Pet Urns;
Pet Keepsakes; and
Pet Memorabilia;

The following services are available on our Site:

Pet Cremation;
Pet Final Viewing Ceremony;
Deceased Pets Collection;
Deceased Pets' Body Cleaning;
After Hours Service;
Same Day Deivery Service;
Final Viewing Recording; and
Pet's Ashes Returning.

The services will be paid for in full when the services are ordered.

These Terms and Conditions apply to all the products and services that are displayed on our Site at the time you access it. This includes all products listed as being out of stock.

We reserve the right to modify, reject or cancel your service whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

Services
The Final Viewing Ceremony may not be suitable in certain situations, including but not limited to:

Traffic accidents
Significant bleeding
Post-freezing conditions
Severe body decomposition

Payments
We accept the following payment methods on our Site:

Credit Card;
Debit;
UnionPay;
Alipay;
Shop Pay;
Google Pay; and
WeChat Pay.

When you provide us with your payment information, you authorise our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorise us to charge the amount due to this payment instrument.

If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

Service Area & Additional Fees
Pet collection, ashes return, and product delivery are free of charge within a 30km radius of our office at 19 Mercedes Drive, Thomastown, VIC 3074. For locations beyond this distance, an additional fee applies. Please refer to "Extra Charge - Out Of Service Area" on the "Pet Cremation & Premium Services" page for more details.

Shipping and Delivery
When you purchase products from our Site, the products will be delivered through one of the following methods:

Standard delivery by Australia Post. Delivery takes 5 - 7 working days；
Local delivery by our team. Delivery takes 5 - 7 working days; or
Same day delivery by our team. Delivery takes no more than 24 hours.

Free local delivery only applies to cremation fees and cremation packages. Any local delivery of separately purchased items incurs a small fee in addition to the price of the items. Please contact our team for a quote on delivery costs.

Free local delivery of ashes is provided once only. Our team will contact you in advance to confirm the delivery. If no one is available to receive the ashes at the scheduled time, they will be returned to our office. You are welcome to arrange a pickup at your convenience.

Delivery will take place as soon as reasonably possible, depending on the delivery method selected.

Delivery times may vary due to unforeseen circumstances.

You will be required to pay delivery charges in addition to the price of the products you purchased if your address is outside the free local delivery zone.

You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your products to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.

Refunds
Refunds for Products
Refund requests must be made within 14 days after receipt of your products.

Once the products have been returned, our team will send an email confirming the receipt of the products. The Team will then notify the Client with a separate email with either the approval or rejection of the Refund request.

Refunds will be processed within 7 working days from confirmation. Should a Client not receive funds within 7 working days, we recommend each client to check with their bank/credit card company as there may be bank processing delays before your refund is officially processed. If the issue persists, please contact our team petpeacecremation@gmail.com.

Pet Peace Group accept refund requests for products sold on our Site for any of the following reasons:

The product is faulty;
The product is not fit for its intended purpose; or
The product does not match description.

Refunds for Services

Pet Peace Group provide refunds for services sold on our Site as follows:

The services will be 85% refunded if the services are cancelled at least 24 hours before the services were scheduled to be provided; or
The services will be 50% refunded if the services are cancelled less than 24 hours before the services were scheduled to be provided.

Refunds do not apply to following circumstances:

Change of mind;
Digital products including but not limited to final viewing recordings and digital ink paw prints;
Being more than half an hour late for the appointment, or failing to show up without notifying us on the same day.
The animal has been cremated;
We have collected the animal outside of office hours; or
The same day delivery of pet ashes and part of the items purchased has been completed.

Returns
Returns can be made in person at the following location(s): At our store.

Pet Peace Group will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

Personalized or customized items (for example, but not limited to, engraving or knitting).

These products can still be returned if they are faulty or do not match the description.

Other Returns

Pet Peace Group will accept product returns and provide you with refund or repair where:

The product is faulty or is not of acceptable quality;
The product is not fit for its intended purpose; or
The product does not match the sample or our description; and
You can present your receipt or other adequate proof of purchase.

Pet Peace Group may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Pet Peace Group reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Products presented for repair may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair products.

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Pet Peace Customer Service team using the ‘Contact us’ option on the Pet Peace website (www.petpeace.au).

Consumer Protection Law
Where the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Limitation of Liability
Our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.

Indemnity
Except where prohibited by law, by using this Site you indemnify and hold harmless JIAYU ZHANG and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable Law
These Terms and Conditions are governed by the laws of the State of Victoria.

Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:
(04) 4720 4058
service@petpeace.com.au
19 Mercedes Drive, Thomastown, VIC 3074

Effective Date: 25th day of October, 2024