Welcome to Pets Needs. These Terms and Conditions govern your access to and use of our website and your purchase of products from us.
By accessing our website, creating an account or placing an order, you agree to these Terms and Conditions. Please read them carefully before making a purchase.
In these Terms:
“Pets Needs”, “we”, “us” and “our” refer to Pets Needs;
“Website” refers to thepetneeds.sg;
“Customer”, “you” and “your” refer to the person accessing the Website or purchasing from us; and
“Products” refers to the goods offered for sale through the Website.
Nothing in these Terms excludes or limits any rights or remedies that cannot lawfully be excluded under Singapore law.
1. Eligibility
You must be at least 18 years old or have the consent and supervision of a parent or legal guardian to place an order.
By placing an order, you confirm that:
The information you provide is accurate and complete;
You are authorised to use the selected payment method; and
You are purchasing the Products for lawful purposes.
We may decline, suspend or cancel an order if we reasonably believe that these requirements have not been met.
2. Customer Accounts
You may be permitted to create an account to manage orders and save your preferences.
You are responsible for:
Keeping your login details and password confidential;
Restricting access to your account and devices;
Ensuring that your account information remains current; and
Informing us promptly if you suspect unauthorised account activity.
You must not create an account using another person’s identity or provide false, misleading or incomplete information.
We may suspend or close an account that is used fraudulently, unlawfully or in breach of these Terms.
3. Product Information
We make reasonable efforts to ensure that product descriptions, photographs, prices and other information are accurate.
However:
Colours may appear differently depending on your screen;
Product packaging may be updated by the manufacturer;
Images may be for illustration purposes;
Measurements and weights may be approximate; and
Minor variations may occur between batches.
Products will nevertheless be supplied in accordance with their descriptions and applicable Singapore consumer-protection laws.
If we discover a material error affecting a Product you ordered, we will notify you and offer an appropriate solution, which may include confirming the corrected information or cancelling and refunding the affected item.
4. Pet Health and Product Suitability
Information on our Website is provided for general product-information purposes and is not veterinary or medical advice.
You are responsible for checking whether a Product is appropriate for your pet, taking into account factors such as:
Species and breed;
Age and weight;
Allergies or sensitivities;
Existing health conditions;
Medication;
Pregnancy; and
Individual dietary or grooming needs.
Always read and follow the manufacturer’s label, instructions, warnings, dosage guidance and storage requirements.
Consult a qualified veterinarian before using a Product if your pet has a medical condition, is receiving treatment or if you are uncertain about the Product’s suitability.
Stop using a Product and seek veterinary advice if your pet develops an unexpected or adverse reaction.
5. Orders and Acceptance
Placing an order constitutes an offer to purchase the selected Products.
An order-confirmation message acknowledges that we received your order. It does not necessarily mean that we have accepted it.
A binding sales contract is formed when we confirm that the order has been accepted or dispatched.
We may reject or cancel an order before dispatch for reasons including:
A Product being unavailable;
An incorrect price or product description;
Inability to verify payment;
Suspected fraud or unauthorised activity;
Delivery restrictions;
Purchase limits;
A technical or system error; or
Circumstances outside our reasonable control.
If we cancel an order after receiving payment, we will refund the affected amount through the original payment method where reasonably possible.
6. Product Availability
All Products are subject to availability.
Adding a Product to your shopping cart does not reserve it. Stock is generally allocated only after checkout and payment have been successfully completed.
We may limit the quantity of a Product that a customer may purchase, particularly for promotional, limited-stock or high-demand Products.
7. Prices
Unless stated otherwise:
All prices are displayed in Singapore dollars;
Delivery charges are calculated separately during checkout; and
Any applicable taxes will be displayed or included as required.
We may change prices at any time before an order is accepted.
If an obvious pricing error occurs, we may cancel the affected order and issue a refund. We will not intentionally use inaccurate pricing or descriptions to mislead customers.
8. Promotions and Discount Codes
Promotions and discount codes may be subject to additional conditions, including:
Validity periods;
Minimum spending requirements;
Product exclusions;
Customer eligibility;
Redemption limits; and
Restrictions on combining promotions.
Unless stated otherwise, promotional codes:
Must be entered before checkout is completed;
Cannot be exchanged for cash;
Cannot be applied retrospectively;
May be used only once per customer or order; and
May not be combined with another promotion.
We may withdraw or amend a promotion before an order is accepted, but this will not affect an order already accepted unless there has been misuse, fraud or an obvious error.
9. Payment
You must pay the full amount displayed during checkout using one of the available payment methods.
Payments may be processed by third-party payment providers and may be subject to their separate terms.
You authorise us and our payment providers to process the information necessary to complete your transaction, verify payment and prevent fraud.
An order may be delayed or cancelled if payment is declined, reversed, unauthorised or cannot be verified.
10. Delivery
We currently deliver to eligible addresses within Singapore, subject to any restrictions displayed on the Website.
Estimated processing and delivery periods are provided as guidance and are not guaranteed delivery dates. Delays may occur because of:
Weekends or public holidays;
High order volumes;
Courier disruptions;
Incorrect delivery information;
Severe weather;
Building-access restrictions; or
Events outside our reasonable control.
You are responsible for providing an accurate and complete delivery address and ensuring that someone can receive the parcel where necessary.
Additional charges may apply if a parcel must be redirected, returned or resent because of an incorrect address, refused delivery or unsuccessful delivery attempt.
Please refer to our Shipping or FAQ page for current delivery charges and estimated timeframes.
11. Receipt and Inspection
Please inspect your order promptly after delivery.
If an item is missing, damaged, expired, defective or incorrectly supplied, contact us as soon as reasonably possible and provide:
Your order number;
A description of the issue;
Photographs or videos of the Product;
Photographs of the packaging and delivery label; and
Any other relevant supporting information.
You should retain the Product and its packaging while we assess the matter.
Any request that customers notify us promptly is intended to help us investigate efficiently and does not remove statutory rights available under Singapore law.
12. Returns, Exchanges and Refunds
Returns, exchanges and refunds are governed by our Return and Refund Policy, which forms part of these Terms.
Eligible change-of-mind returns must generally be requested within 14 calendar days after delivery and must satisfy the conditions stated in that policy.
Opened or used pet-care, grooming, health and consumable Products may not be eligible for change-of-mind returns because of hygiene and safety concerns.
These restrictions do not limit the remedies available where Products are defective, damaged, incorrectly supplied or do not conform to the sales contract.
Where applicable, remedies may include repair, replacement, price reduction or refund in accordance with Singapore law.
13. Title and Risk
Responsibility for loss or damage generally passes to you when the Product is delivered to:
The delivery address provided with the order;
A person authorised to receive it;
A designated collection point; or
A safe location specifically authorised by you.
Ownership of the Products passes to you only after we have received full payment.
14. Product Reviews and User Content
If you submit a review, photograph, comment or other content, you confirm that:
The content is truthful and based on your genuine experience;
You own the content or have permission to submit it;
It does not infringe another person’s rights;
It does not contain unlawful, defamatory, abusive or misleading material;
It does not contain malicious code, advertisements or spam; and
It does not disclose another person’s personal data without permission.
You grant Pets Needs a non-exclusive, worldwide, royalty-free licence to display, reproduce, adapt and use submitted content for operating and promoting our business, subject to our Privacy Policy and applicable law.
We may moderate or remove content that breaches these Terms, but we are not required to publish every submission.
15. Acceptable Use
You must not:
Use the Website for unlawful or fraudulent purposes;
Attempt to gain unauthorised access to any account, server or system;
Introduce viruses, malware or harmful code;
Interfere with the Website’s security or operation;
Scrape, harvest or collect data without permission;
Impersonate another person;
Submit false orders or payment information;
Abuse promotions, refunds or loyalty programmes;
Reproduce or exploit Website content without authorisation; or
Use the Website in a manner that may harm Pets Needs, our customers or third parties.
We may restrict access, cancel orders or close accounts where we reasonably believe misuse has occurred.
16. Intellectual Property
The Website and its content—including its design, photographs, graphics, text, logos, product presentation and software—are owned by or licensed to Pets Needs and are protected by applicable intellectual-property laws.
You may access and use the Website for personal, non-commercial shopping purposes.
You must not copy, modify, distribute, publish, reproduce, sell, license or commercially exploit our content without prior written permission, except where permitted by law.
Third-party names, logos and trademarks remain the property of their respective owners.
17. Third-Party Services and Links
The Website may contain links to or integrations with third-party websites and services, including payment processors, delivery providers and social-media platforms.
We do not control and are not responsible for third-party content, availability, security or privacy practices. Your use of a third-party service may be governed by that provider’s separate terms and policies.
18. Website Availability
We aim to keep the Website available and accurate but do not guarantee uninterrupted or error-free access.
We may temporarily suspend, restrict or modify the Website for maintenance, security, updates or operational reasons.
Where reasonably possible, we will try to minimise disruption. We are not responsible for interruptions caused by events beyond our reasonable control.
19. Disclaimer and Limitation of Liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including applicable rights under Singapore consumer-protection laws.
To the maximum extent permitted by law, Pets Needs will not be liable for indirect, incidental, special or consequential loss arising from your use of the Website or Products.
Pets Needs is not responsible for loss or injury caused by:
Using a Product contrary to its label or instructions;
Using a Product on an unsuitable animal;
Failing to consider a pet’s allergies or medical conditions;
Continuing to use a Product after an adverse reaction becomes apparent;
Misuse, neglect, unauthorised modification or improper storage;
Information supplied by a manufacturer or third party that we could not reasonably verify; or
Circumstances outside our reasonable control.
Where our liability may lawfully be limited, our total liability relating to an order will not exceed the amount paid for the affected Product.
20. Indemnity
To the extent permitted by law, you agree to compensate Pets Needs for reasonable losses, costs or claims arising directly from:
Your unlawful use of the Website;
Your material breach of these Terms;
Fraudulent or unauthorised activity through your account; or
Content you submit that infringes another party’s rights.
This provision does not apply to losses caused by Pets Needs or where such liability cannot legally be imposed on you.
21. Privacy and Personal Data
Our collection, use, disclosure and protection of personal data are governed by our Privacy Policy.
By using the Website, you acknowledge that you have read our Privacy Policy. Where consent is required, we will request it separately as appropriate.
22. Events Outside Our Control
We will not be responsible for delays or failures caused by events beyond our reasonable control, including natural disasters, severe weather, epidemics, government restrictions, transport disruption, labour disputes, telecommunications failures, cyberattacks or failures by essential service providers.
We will take reasonable steps to minimise the effect of such events and resume performance when practicable.
23. Changes to These Terms
We may update these Terms to reflect changes in our business, Website, services or legal requirements.
The updated version will be published on this page with a revised “Last updated” date.
Changes will apply prospectively. The Terms in effect when an order was accepted will generally continue to govern that order unless a change is required by law or agreed with you.
24. Severability
If any part of these Terms is found to be unlawful, invalid or unenforceable, that provision will be applied or modified to the minimum extent necessary. The remaining provisions will continue in effect.
25. No Waiver
If we do not immediately enforce a provision of these Terms, this does not waive our right to enforce it later.
26. Entire Agreement
These Terms, together with our Privacy Policy, Return and Refund Policy and any specific promotional or product terms, form the agreement between you and Pets Needs regarding your use of the Website and purchases made through it.
27. Governing Law and Jurisdiction
These Terms are governed by the laws of Singapore.
You and Pets Needs agree to submit disputes to the jurisdiction of the Singapore courts, without limiting any right to seek assistance from the Consumers Association of Singapore or bring an eligible claim before the Small Claims Tribunals.
Before starting formal proceedings, both parties should attempt in good faith to resolve the dispute directly.
28. Contact Us
Questions regarding these Terms may be directed to:
