The terms that apply when you buy on BoneAppetit.
Effective: 28 October 2026
Version: 1.8
Who you are buying from
BoneAppetit is a marketplace. We bring independent pet brands together in one place, and we may also sell some products ourselves.
When you buy a product, your contract of sale is with the seller of that product. The seller is either one of our partner brands or BoneAppetit.
When a partner brand is the seller, your contract is with that brand, not with BoneAppetit. We operate the marketplace and act as the seller's agent. We receive payment on behalf of the seller, and as agent for the seller.
When BoneAppetit is the seller, your contract is with us.
The product page and your order confirmation tell you who the seller is.
The seller is responsible for the product, for packing it, and for sending it to you. We are responsible for the marketplace, the checkout, and the support we give you.
About us
The marketplace is operated by BoneAppetit Pets Pty Ltd, ABN 72 674 664 576, Level 23, 68 Pitt Street, Sydney NSW 2000.
You can reach us at support@boneappetit.com.au.
Placing an order
When you place an order you are making an offer to buy from the seller.
Your order is accepted on the seller’s behalf when we send you an order confirmation email. That is the moment your contract with the seller is formed.
If your basket holds items from more than one seller, you enter a separate contract with each seller. This is normal on a marketplace.
We may decline an order. Reasons include stock running out, an error in the listing, a payment we cannot verify, or an address we cannot deliver to.
If your order is declined, you are refunded in full.
You can cancel an order at any time before it is dispatched. Email support@boneappetit.com.au with your order number and we will cancel it with the seller, and you will be refunded in full. Once a parcel has been dispatched, the change of mind process in our Returns and Refunds Policy applies instead.
If your whole order is cancelled for any reason, you get back everything you paid, including the delivery charge. If part of an order is cancelled before dispatch, you get back the price of those items. We never add a delivery charge after you have paid.
Prices and payment
Prices are in Australian dollars and include GST.
The price you see at checkout is the total you pay. Free delivery on orders over $99. Otherwise delivery is $9.95 per order, however many brands are in your basket. The delivery charge is shown before you pay. We do not add fees at the last step.
We take payment at checkout through our payment provider.
Promotional codes have their own terms, shown where the code is offered.
Sometimes we fund a discount ourselves. When we do, the seller still receives the full amount for their product. The discount is our cost, not theirs.
Errors in prices and listings
We work hard to keep listings accurate. Errors still happen.
If we find an error in a price or a product description after you order, we will contact you.
You can choose to go ahead at the correct price, or cancel. If you cancel, you are refunded in full.
We will never charge you more than the price you agreed without asking you first.
Product information and claims
Sellers provide the descriptions, images, ingredients and claims for their own products. They are responsible for making sure that information is accurate and not misleading.
If you spot something that looks wrong, tell us at support@boneappetit.com.au and we will look into it.
Delivery
Sellers dispatch their own products. If your order holds items from more than one seller, it may arrive in separate parcels on different days.
Delivery timeframes and costs are set out in our Shipping and Delivery Policy.
Risk in the goods passes to you on delivery. Ownership passes to you once payment has been received in full.
The BoneAppetit Verified badge
Some products carry a BoneAppetit Verified badge. It means we commissioned testing on that product from an independent laboratory, and the results are on file with us.
A product only carries the badge when we hold a test record for that exact product. A product without the badge has not been tested by us.
The badge describes the evidence behind a product. It is not a promise about your pet's health, and it is not a claim about nutritional adequacy.
Test results reflect the samples that were tested, at the time they were tested.
If you want to see the evidence behind a badge, email us at support@boneappetit.com.au.
Product safety and recalls
The seller is responsible for the safety of the product it sells, and for making sure it meets any standard that applies to it.
If a product we have listed is recalled, or we are told it is unsafe, we will remove it from the marketplace and contact the customers we can identify.
If a product you bought on our marketplace has hurt you or your pet, tell us at support@boneappetit.com.au straight away. We take that seriously and we have reporting obligations of our own.
Returns and refunds
Your rights under the Australian Consumer Law always apply. Nothing in these terms limits them.
We also offer a change of mind window. Both are explained in our Returns and Refunds Policy.
We coordinate returns with the seller for you. Start with us, not with the seller.
Your account
You do not need an account to buy on BoneAppetit. If you create one, keep your password private.
Tell us at support@boneappetit.com.au if you think someone else has used your account.
We may suspend an account that is being used fraudulently, or in a way that harms other customers or our sellers.
Our responsibility to you
The products you buy come with guarantees that cannot be excluded under the Australian Consumer Law, and the seller, as the supplier of your product, is responsible for them. Our marketplace services come with the same guarantees. Nothing in these terms limits those rights.
Where the law allows us to limit our liability, our liability to you is limited to the amount you paid for that order.
We are not liable for loss that was not reasonably foreseeable.
The seller remains responsible for the product itself.
If something goes wrong
Email us at support@boneappetit.com.au. We aim to reply within two business days.
If we cannot sort it out together, you can contact the ACCC, or the consumer protection agency in your state or territory.
Changes to these terms
We may update these terms. The version that applies to your order is the one published at the time you placed it.
These terms are governed by the law of New South Wales.