Terms of service

1. Who we are

This website is operated by Paws by Ciroa, a brand of Jamesly Pty Ltd, ABN 94 672 771 630, of Unit 403 Level 4, 282 Oxford Street, Bondi Junction NSW 2022, Australia. Where these terms say we, us or our, they mean Jamesly Pty Ltd trading as Paws by Ciroa.

You can reach us at hello@ciroapaws.com.

2. Agreeing to these terms

By browsing this website, creating an account, subscribing to our emails or placing an order, you agree to these terms. If you do not agree with them, please do not use the site.

These terms apply alongside our Refund policy and our Privacy policy, which form part of them.

3. Who can buy from us

You must be at least 18 years old, or have the consent of a parent or guardian, to place an order or to subscribe to our marketing communications.

4. Accounts

If you create an account, you are responsible for keeping your password confidential and for activity that happens under your account. Tell us promptly if you think someone else has access to it. We may suspend or close an account that is being used fraudulently or in breach of these terms.

5. Our products

We do our best to describe our products accurately and to photograph them faithfully. Screens vary, so colours and finishes can look slightly different in person, and pack artwork may change from time to time as we improve it.

Product availability is not guaranteed. We may add, change, limit or discontinue products at any time, and we may limit the quantity of any item you can buy in a single order.

6. Using our products safely

Our grooming products are for external use on cats and dogs only. They are not for human use and they are not food.

• Follow the directions on the pack.
• Avoid the eyes, the inside of the ears and the mouth. If a product gets in the eyes, rinse thoroughly with clean water.
• Rinse wash off products out fully.
• Keep out of reach of children.
• Stop use if irritation occurs, rinse well, and speak to your vet if it continues.
• Store as directed on the pack.

We sell pet care products, not veterinary medicine. Nothing on this site, including our quiz, our product pages and our emails, is veterinary advice or a diagnosis, and none of it replaces seeing a vet. If your pet has a skin condition, an infection, an allergy, is unwell, is pregnant, or is very young, please talk to your vet before starting anything new.

7. Our quiz and product recommendations

Our quiz and any recommendation we make are a guide based on the answers you give us. They are a starting point for choosing a product, not a clinical assessment, and we cannot guarantee a particular result for a particular pet. You are welcome to ignore the recommendation and buy whatever you like.

8. Prices

All prices are shown in Australian dollars and include GST unless we say otherwise. Prices can change without notice, but a change will not affect an order we have already accepted.

Occasionally an item is listed at the wrong price because of a technical or human error. If that happens, we are not obliged to supply the item at the incorrect price. We will contact you, give you the choice of paying the correct price or cancelling, and if you have already paid and you would rather cancel, we will refund you in full.

9. Orders

Placing an order is an offer to buy. Our order confirmation email acknowledges that we have received it. A contract is formed when we dispatch the item, or when we tell you the order is accepted, whichever is first.

We may decline or cancel an order, in whole or in part. Reasons include stock being unavailable, a pricing or description error, a payment we cannot verify, a delivery address we cannot ship to, or an order that appears to be fraudulent or for resale. If we cancel an order you have paid for, we refund you in full.

10. Payment

We accept the payment methods shown at checkout. Payments are processed by our payment providers, and we do not store your full card details. Your bank or provider may apply its own terms and fees, including for international cards.

11. Discount codes, bundles and promotions

• Discounts, offers and codes cannot be combined with each other unless we say so. Only one discount applies per order.
• Bundle pricing applies to baskets built through our bundle builder, at the quantities shown on that page. If the basket changes so that it no longer meets those quantities, the bundle price no longer applies.
• Welcome offers and first order codes are limited to one per customer.
• Promotions run for the period stated, while stocks last, and we can withdraw or change an offer at any time before you place your order.
• Gift with purchase and event offers are subject to availability and to any additional terms shown with the offer.
• Discounts have no cash value and cannot be applied to an order after it is placed.

12. Delivery

We currently ship to addresses within Australia only. Delivery timeframes shown at checkout are estimates provided by our carriers, not guarantees, and they can stretch during sale periods, public holidays and the December peak.

We send orders with Australia Post. Standard and express delivery times follow the Australia Post service standards for your postcode, which you can check at auspost.com.au, and they run from the day we dispatch rather than the day you order. Please allow one to two business days for us to pack and dispatch.

Shipping is free on orders over $50. Below that, the shipping charge is calculated at checkout before you pay.

Risk in the goods passes to you on delivery to the address you gave us. Please make sure that address is correct, because we cannot redirect a parcel once it is with the carrier. If a parcel is returned to us as undeliverable, we will contact you, and a redelivery may incur a further postage charge.

If you authorise the carrier to leave a parcel unattended, that is at your own risk.

13. Returns and refunds

Our Refund policy sets out how returns work, including change of mind returns, faulty items, and what happens if your pet reacts to a product. It forms part of these terms and it does not limit your rights under the Australian Consumer Law.

14. Emails and marketing

If you tick the box to hear from us, we will send you news, offers and pet care content. You can unsubscribe at any time using the link in any email, and we will act on it promptly. Unsubscribing from marketing does not stop transactional messages such as order confirmations and shipping notifications, which we need to send you to fulfil your order.

How we handle your personal information is set out in our Privacy policy.

15. Reviews, photos and anything you post

If you send us a review, a photo or a comment, you confirm that it is your own honest experience and that you have the right to share it. You give us permission to use it on our website, our packaging and our social channels, with or without your name. We may decline to publish or may remove content that is misleading, offensive, unlawful, or that makes a health claim we cannot substantiate.

16. Automated tools and artificial intelligence

Like most online stores, we use software to help run this business, and some of that software uses artificial intelligence. We would rather tell you plainly where it is involved than leave you to guess.

We may use AI assisted tools to:

• Help us draft and improve product descriptions, emails and website copy.
• Suggest products to you, including through our quiz and our recommendation blocks, based on the answers you give and what you have looked at.

We do not make decisions that have a legal or similarly significant effect on you by automated means alone. A person is involved in decisions about refunds, returns and any dispute, and you can always ask to speak to one.

We do not sell your personal information. Where we use a third party service that involves AI, that provider handles your information on our behalf and under contract, only for the purposes we have engaged them for.

Our recommendations, including the quiz result, are a guide and not a clinical assessment. See section 7.

How we collect, store and use your personal information generally, including which providers we use and how to ask for a copy of your data or have it deleted, is set out in our Privacy policy.

17. Our intellectual property

The Paws by Ciroa name and logo, our product names, our photography, our copy, our packaging artwork and the design of this website are owned by us or used under licence. You may not copy, reproduce or use them commercially without our written permission. You are of course welcome to share our pages and posts as they were intended to be shared.

18. Using the website

Please do not attempt to interfere with the site, introduce malicious code, scrape it systematically, use it for an unlawful purpose, or misuse our forms. We may restrict access if you do.

We aim to keep the site available and accurate, but we do not promise that it will be uninterrupted or entirely free of errors. Links to other websites are provided for convenience, and we are not responsible for their content.

19. Liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Where we are permitted to limit our liability, our liability for a product is limited, at our option, to replacing the product, supplying an equivalent product, or refunding what you paid for it.

To the extent the law allows, we are not liable for indirect or consequential loss, including loss of profit or loss of opportunity, arising from your use of the site or of a product, other than loss that was reasonably foreseeable and caused by our failure to meet a consumer guarantee.

20. Events outside our control

We are not responsible for delays or failures caused by events beyond our reasonable control, including carrier disruption, natural events, industrial action, supply shortages and government restrictions. If such an event occurs, we will tell you and we will work with you on a sensible outcome, which may include cancelling the affected part of your order and refunding you.

21. Changes to these terms

We may update these terms from time to time. The version published on this page at the moment you place an order is the version that applies to that order. We will show the date of the most recent update at the bottom of this page.

22. If something goes wrong

Please contact us first at hello@ciroapaws.com. Most things are resolved quickly and informally, and we would much rather hear from you than have you go elsewhere unhappy.

23. Governing law

These terms are governed by the laws of New South Wales, Australia, and the courts of New South Wales have jurisdiction. If any part of these terms is found to be unenforceable, the rest continues to apply.

Last updated 28 August 2026. Paws by Ciroa is a brand of Jamesly Pty Ltd, ABN 94 672 771 630, Unit 403 Level 4, 282 Oxford Street, Bondi Junction NSW 2022, Australia.