Terms of service
Last updated: 27 July 2026
1. About These Terms
Welcome to CalmPaws AU.
CalmPaws AU is an Australian online pet boutique operated by Paulo Roberto Sapienza, an individual sole trader based in Redland Bay, Queensland.
These Terms of Service apply when you visit https://calmpawsau.com, create an account, contact us or purchase products from us.
By using our website, you agree to these Terms, our Privacy Policy, Shipping Policy and Return & Refund Policy. If you do not agree, please do not use the website.
Nothing in these Terms excludes, restricts or modifies any consumer right or guarantee that cannot legally be excluded under the Australian Consumer Law.
2. Online Store
Our store is hosted by Shopify, which provides the ecommerce platform that allows us to display and sell products.
Purchases made through the store are transactions between the customer and CalmPaws AU. Shopify is our ecommerce platform provider and is not the seller of CalmPaws AU products.
3. Eligibility and Customer Information
You must be legally capable of entering into a purchase agreement in your jurisdiction or have the permission and supervision of a parent or legal guardian.
You agree to provide current, complete and accurate account, billing, contact and delivery information.
You are responsible for keeping your account credentials secure and for activity conducted through your account.
4. Products and Product Information
We aim to provide accurate product titles, descriptions, specifications, colours, sizes, images, prices and availability information.
Actual colours and appearance may vary slightly because of lighting, photography, manufacturing variations and device display settings.
Measurements may have reasonable minor variations. Customers should review the product description and size information before ordering.
Product descriptions do not constitute medical or veterinary advice. Pet owners should select products appropriate for their pet’s size, age, behaviour and health needs.
Always supervise pets when using toys, feeding accessories or other products that may be damaged, chewed or swallowed. Inspect products regularly and discontinue use if they become loose, torn, cracked or damaged.
5. Availability
Product availability may change without notice.
We may limit quantities, discontinue products or cancel an unavailable item. If we cannot supply an item after payment, we will contact you and provide an appropriate refund or available alternative with your agreement.
We do not intentionally advertise products that we know cannot be supplied.
6. Orders
Submitting an order is an offer to purchase the selected products.
An automated order confirmation acknowledges that we received the order. We may need to complete payment, fraud, address and availability checks before accepting and fulfilling it.
We may decline or cancel an order where reasonably necessary, including because of:
- Product unavailability;
- Incorrect pricing or product information;
- Suspected fraud or unauthorised payment;
- An incomplete or undeliverable address;
- A technical or system error; or
- A legal or regulatory requirement.
If we cancel a paid order, we will issue an appropriate refund to the original payment method.
7. Prices and Payment
Prices are displayed in Australian dollars unless clearly stated otherwise.
The price charged is the price shown at checkout when the order is submitted, subject to correction of genuine and obvious errors.
Free tracked standard shipping is provided across Australia on every order. No additional standard shipping charge will be added at checkout.
Any other charge that applies to an order will be disclosed before the customer completes payment.
Payments are processed securely through the payment methods displayed at checkout. You confirm that you are authorised to use the payment method supplied.
8. Promotions and Discounts
Promotions, discount codes and special offers may be subject to separate eligibility requirements, expiry dates and product restrictions.
Unless stated otherwise:
- Only one discount code may be used per order;
- Discounts cannot be exchanged for cash;
- Discounts cannot be applied retrospectively; and
- A promotion may end when the stated period expires or allocated stock is exhausted.
- Promotions do not affect rights under the Australian Consumer Law.
9. Order Fulfilment and Delivery
CalmPaws AU does not maintain inventory at its business address. We work with third-party suppliers, fulfilment partners and delivery carriers to process and deliver orders.
Products may be dispatched from different fulfilment locations. Items from the same order may arrive separately and may have different tracking numbers.
Order processing, estimated delivery times, tracking, delays and missing-parcel procedures are explained in our Shipping Policy:
https://calmpawsau.com/policies/shipping-policy
Delivery timeframes are estimates. We will provide assistance if an order is delayed, lost or damaged in transit.
10. Cancellations and Order Changes
Contact us as soon as possible if you need to cancel or change an order.
We will make reasonable efforts to accommodate requests received within 12 hours of purchase. However, cancellation or amendment cannot be guaranteed once processing or fulfilment has begun.
If an order has already been dispatched, the applicable return process will apply after delivery.
11. Returns, Refunds and Consumer Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Where a product does not meet an applicable consumer guarantee, the customer may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances.
Our voluntary 14-day change-of-mind policy is additional to, and does not replace or limit, rights under the Australian Consumer Law.
Return eligibility, instructions, shipping costs and refund processing are explained in our Return & Refund Policy:
https://calmpawsau.com/policies/refund-policy
Customers must contact us before returning an item. Because products may be supplied through different fulfilment partners, the correct authorised return address can vary by product.
12. Website Accuracy and Errors
We take reasonable steps to keep website information accurate and current.
Occasionally, the website may contain a typographical, pricing, availability or technical error. We may correct genuine errors and update information.
If an error affects an order already submitted, we will contact the customer and provide an appropriate option, which may include confirming the corrected information, selecting an alternative or receiving a refund.
We will not use this section to avoid obligations under the Australian Consumer Law.
13. Third-Party Services and Links
The website may use or link to third-party services, including Shopify, payment processors, delivery carriers, review platforms and social media services.
Third-party websites have their own terms and privacy practices. CalmPaws AU is not responsible for content or services provided independently by third parties, except where responsibility cannot lawfully be excluded.
A link does not necessarily mean that CalmPaws AU endorses every statement or service offered on the linked website.
14. Customer Reviews and Content
If you submit a review, image, video or other content, you confirm that:
- It reflects your genuine experience;
- It is accurate and not misleading;
- You own the content or have permission to submit it;
- It does not infringe another person’s rights; and
- It is not unlawful, abusive, defamatory or fraudulent.
You grant CalmPaws AU a non-exclusive, worldwide, royalty-free licence to display and use submitted content for operating and promoting the store, subject to applicable law and our Privacy Policy.
We may remove content that is fraudulent, unlawful, unrelated, misleading or inconsistent with these Terms.
15. Intellectual Property
Unless otherwise stated, the CalmPaws AU name, website content, layout, original text, graphics and branding are owned by or licensed to CalmPaws AU.
Product images and other materials may also belong to suppliers, manufacturers, Shopify or other licensors.
You may use the website for personal shopping purposes. You must not reproduce, distribute, sell, modify or commercially exploit protected content without permission from the relevant rights holder.
16. Acceptable Use
You must not use the website to:
- Break any applicable law;
- Submit false, fraudulent or misleading information;
- Interfere with website security or operation;
- Introduce malicious code;
- Attempt unauthorised access;
- Collect another person’s information unlawfully;
- Impersonate another person or business;
- Abuse, threaten or harass others; or
- Infringe intellectual property, privacy or other legal rights.
We may restrict access where reasonably necessary to protect customers, the business, third parties or the website.
17. Privacy
Our collection, use and disclosure of personal information are explained in our Privacy Policy:
https://calmpawsau.com/policies/privacy-policy
Shopify and other service providers may process information needed to operate the store, process payments, prevent fraud, fulfil orders and provide customer support.
18. Disclaimer and Liability
Nothing in these Terms excludes, restricts or modifies rights, guarantees, remedies or liabilities that cannot legally be excluded under the Australian Consumer Law or other applicable law.
To the extent permitted by law, CalmPaws AU is not responsible for loss caused solely by:
- A customer providing incorrect information;
- Misuse of a product contrary to instructions or warnings;
- Unauthorised use of a customer’s account caused by the customer failing to protect their credentials;
- Independent third-party services outside our reasonable control; or
- Events outside our reasonable control.
This section does not exclude responsibility where CalmPaws AU is legally responsible for the loss or where exclusion is prohibited by law.
19. Changes to These Terms
We may update these Terms to reflect changes to the store, our practices, technology or applicable legal requirements.
The current version will be published on this page with an updated date. Changes will apply prospectively from publication unless applicable law requires otherwise.
20. Governing Law
These Terms are governed by the laws of Queensland and the Commonwealth of Australia.
Any dispute will be subject to the jurisdiction of the courts and tribunals that have authority under applicable Australian law.
Nothing in this section limits a customer’s rights to bring a claim in another jurisdiction where applicable consumer law permits it.
21. Severability
If part of these Terms is found to be invalid or unenforceable, that part will be interpreted or removed only to the extent necessary. The remaining provisions will continue to apply.
22. Contact Us
Questions about these Terms may be directed to:
CalmPaws AU
Operated by Paulo Roberto Sapienza
48 Livistona Street
Redland Bay QLD 4165
Australia
Email: support@calmpawsau.com
Phone: +61 452 522 976
Business hours: Monday to Friday, 9:00 am–5:00 pm AEST
We aim to respond within one business day.