Terms of service

TERMS OF SERVICE

Last Updated: 31 August 2026

Welcome to Pets Kitchen ("we", "us", "our", or "the Company"). These Terms of Service ("Terms") govern your access to and use of our website, petskitchen.com.sg (the "Website"), and your purchase of our products.

By accessing our Website or placing an order, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our Website or place an order.

These Terms should be read together with our Privacy Policy, Refund/Return Policy, and Shipping Policy, where applicable.

1. ABOUT US

This Website is operated by:

Pets Kitchen PTE LTD
Singapore

Email: contactus@petskitchen.com.sg
Website: petskitchen.com.sg

2. USE OF OUR WEBSITE

You may use our Website for lawful purposes only.

You agree not to:

use the Website for any unlawful or fraudulent purpose;
interfere with the operation or security of the Website;
attempt to gain unauthorised access to our systems or accounts;
copy, reproduce, distribute, modify or commercially exploit our Website content without our written permission;
introduce viruses, malware or other harmful material;
use automated systems to scrape or collect information from our Website without our permission; or
impersonate another person or provide false or misleading information.

We reserve the right to restrict or terminate access to the Website where we reasonably believe that these Terms have been breached.

3. PRODUCT INFORMATION

We make reasonable efforts to ensure that product descriptions, photographs, ingredients, nutritional information and other information displayed on our Website are accurate and up to date.

However:

product photographs are provided for illustrative purposes and actual products may vary slightly in colour, shape, size or appearance;
freeze-dried products are naturally variable, and individual pieces may differ in size, shape, colour and texture;
product weights may vary within reasonable manufacturing tolerances;
availability of products may change without notice; and
we reserve the right to correct genuine errors or omissions in product information.

Where an error in product information materially affects your purchase, we will take reasonable steps to address the issue.

4. PET PRODUCTS AND FEEDING RESPONSIBILITY

Our products are intended as treats or supplementary food for pets and are not intended to replace a complete and balanced diet unless expressly stated otherwise.

You are responsible for:

selecting products appropriate for your pet;
feeding your pet according to its individual needs;
supervising your pet while feeding;
providing appropriate access to fresh drinking water;
storing products properly after opening; and
following any feeding, storage or handling instructions provided with the product.

Pets may have individual allergies, sensitivities or dietary requirements. If your pet has a known allergy, medical condition, dietary restriction or other special requirement, you should consult a qualified veterinarian before introducing new treats.

You should stop feeding a product and seek appropriate veterinary advice if your pet experiences an adverse reaction.

Treats should be kept out of reach of children and animals for whom the product is not intended.

5. INGREDIENTS AND ALLERGIES

We provide ingredient information for our products on the Website and/or product packaging.

While we take reasonable steps to ensure the accuracy of our ingredient information and manufacturing processes, customers are responsible for reviewing the ingredient list before purchasing and feeding our products.

If your pet has an allergy or known sensitivity, please contact us before purchasing if you require clarification regarding ingredients or manufacturing.

We cannot guarantee that a pet will not experience an allergic or other adverse reaction to a product.

6. PRODUCT STORAGE

Unless otherwise stated on the product packaging, products should be stored in a cool environment away from sunlight.

Customers are responsible for storing products appropriately after delivery and after opening.

We are not responsible for deterioration caused by improper storage, exposure to excessive heat or moisture, contamination, failure to reseal packaging properly, or other circumstances outside our reasonable control.

7. ORDERS

When you place an order through our Website, you are making an offer to purchase the selected products.

We reserve the right to refuse, cancel or limit an order where reasonably necessary, including where:

a product is unavailable;
there is an obvious pricing or product-description error;
we reasonably suspect fraudulent or unauthorised activity;
an order contains an unusually large quantity;
we are unable to fulfil the order for reasons outside our reasonable control; or
required information for fulfilment has not been provided.

If we cancel an order after payment has been received, we will provide an appropriate refund for the cancelled portion of the order.

8. PRICES

All prices displayed on our Website are in Singapore Dollars (SGD) unless otherwise stated.

Prices may change from time to time. Any price change will not affect an order that has already been accepted, except where the price displayed was the result of an obvious error.

Where applicable, taxes, delivery charges or other fees will be displayed during the checkout process.

We aim to ensure that all prices and promotional terms displayed on our Website are accurate and clear.

9. PROMOTIONS AND DISCOUNT CODES

From time to time, we may offer promotional codes, discounts, free gifts, bundles or other promotions.

Unless otherwise stated:

promotional offers are subject to their stated terms and validity periods;
promotional codes cannot be exchanged for cash;
promotional codes may not be combined unless expressly stated;
promotions may be limited to one use per customer or order;
promotional products or gifts are subject to availability; and
we reserve the right to correct genuine errors or discontinue a promotion where reasonably necessary.

Any specific terms displayed with a promotion will apply in addition to these Terms.

10. PAYMENT

Payment must be made using the payment methods available at checkout.

By submitting payment information, you confirm that you are authorised to use the relevant payment method.

Payments may be processed by third-party payment service providers. We do not retain complete payment-card details where those details are processed directly by the relevant payment provider.

We are not responsible for failures caused by a customer's bank, card issuer or third-party payment provider, although we will reasonably assist where appropriate.

11. SHIPPING AND DELIVERY

We deliver to the locations and according to the delivery options displayed on our Website.

Delivery may be delayed by circumstances outside our reasonable control, including:

courier delays;
severe weather;
public holidays;
incorrect or incomplete delivery information;
unsuccessful delivery attempts;
high delivery volumes; or
other events beyond our reasonable control.

You are responsible for providing an accurate delivery address and contact information.

If an order cannot be delivered because incorrect information was provided by the customer, additional delivery charges may apply where another delivery attempt is requested.

Risk in the products will pass in accordance with applicable Singapore law.

Please refer to our Shipping Policy for further details.

12. DELIVERY OF PET FOOD PRODUCTS

Because our products are food products intended for animals, customers should inspect the packaging upon delivery.

If you receive a product that appears damaged, opened, contaminated or otherwise unsuitable for use, please contact us as soon as reasonably possible and provide photographs and relevant order information.

Do not feed a product that appears unsafe or compromised.

13. INTELLECTUAL PROPERTY

All content on the Website, including but not limited to:

logos;
brand names;
product names;
photographs;
product images;
graphics;
designs;
text;
videos;
illustrations;
website layouts; and
other materials

is owned by or licensed to us and is protected by applicable intellectual property laws.

You may view and use the Website for your personal, non-commercial purposes.

You may not reproduce, modify, distribute, publish, sell, licence or commercially exploit our content without our prior written permission.

14. USER CONTENT AND REVIEWS

If you submit a review, photograph, comment, testimonial or other content to us or through our Website ("User Content"), you represent that:

you have the right to submit the content;
the content does not infringe the rights of another person;
the content is not unlawful, fraudulent, defamatory or misleading; and
the content does not contain malicious software or other harmful material.

By submitting User Content, you grant us a non-exclusive, royalty-free licence to use, reproduce, display and publish that content for purposes relating to our business, marketing and promotion.

We reserve the right to remove User Content that we reasonably believe breaches these Terms or applicable law.

15. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, we will not be liable for losses or damage arising from matters outside our reasonable control, including indirect or consequential losses.

Nothing in these Terms excludes, restricts or modifies any liability, right or remedy that cannot lawfully be excluded, restricted or modified under Singapore law.

Nothing in these Terms is intended to exclude or restrict your statutory rights as a consumer.

Where our liability may lawfully be limited, our liability will be limited to the extent permitted by applicable law.

16. INDEMNITY

To the extent permitted by applicable law, you agree to be responsible for losses, claims, liabilities and reasonable costs arising directly from your unlawful use of our Website or your material breach of these Terms.

This clause does not apply to the extent that the relevant loss was caused by our own negligence, breach of these Terms, or any matter for which liability cannot lawfully be excluded or limited.

17. MARKETING COMMUNICATIONS

Where applicable, we may send marketing communications in accordance with applicable Singapore laws and requirements.

You may unsubscribe from marketing emails using the unsubscribe mechanism provided in the relevant communication.

Where applicable, you may also contact us to withdraw consent to receive marketing communications.

Withdrawal of marketing consent will not affect communications necessary to fulfil an existing order or provide services you have requested.

18. CHANGES TO THESE TERMS

We may update these Terms from time to time.

The updated Terms will be posted on this page together with the relevant "Last Updated" date.

Changes will generally apply from the date they are posted and will not retroactively alter an order that has already been accepted, unless required or permitted by applicable law.

Your continued use of the Website after updated Terms are posted constitutes acceptance of the updated Terms to the extent permitted by law.