Lucolove Terms of Service

Last updated: 29 August 2026

1. About these Terms

This website and online store are operated by Integriness Pty Ltd trading as Lucolove (ABN 74 144 928 101) (“Lucolove”, “we”, “us” or “our”).

These Terms of Service (“Terms”) govern your access to and use of our website, online store, content, products, features and related services (collectively, the “Services”).

Our store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products to you. Any purchase you make through the store is made directly from Lucolove.

By accessing or using the Services or placing an order, you agree to these Terms. If you do not agree to these Terms, you must not use the Services.

Our Privacy Policy and Returns and Warranty Policy also apply when you use the Services or purchase a product from us:

• Privacy Policy: [insert link]

• Returns and Warranty Policy: [insert link]

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.

2. Eligibility and accounts

You must be at least 18 years old, or have the permission and supervision of a parent or legal guardian, to place an order through our store.

You may be asked to provide information including your name, email address, delivery address, billing information and payment details. You agree to provide information that is accurate, current and complete.

If you create an account, you are responsible for keeping your login details secure. Please contact us promptly if you believe that your account has been accessed or used without your permission.

You must not sell, transfer or assign your account to another person.

We may suspend or restrict an account where we reasonably believe this is necessary to protect you, Lucolove, another person or the security of the Services.

3. Products and product information

We take reasonable care to ensure that product descriptions, measurements, photographs, prices and other information displayed on our website are accurate.

A product’s colour or appearance may vary slightly depending on lighting, photography, your screen and your device settings. Any such variation does not affect your rights where a product is significantly different from its description, image or sample.

Measurements and sizing information are provided as a guide. Where products such as dog vests are available in different sizes, you are responsible for checking the applicable sizing guide and measuring your pet before ordering. Ordering the wrong size does not remove any change-of-mind return rights provided under our Returns and Warranty Policy.

Products may be modified, updated or discontinued from time to time. Any change will not affect an order that we have already accepted unless you agree to the change or we are otherwise legally entitled to make it.

We may limit the quantity of a product that a customer may order where reasonably necessary, including to manage limited stock, prevent fraud or prevent unauthorised resale.

4. Safe and appropriate product use

You are responsible for selecting products that are appropriate for your pet’s size, condition and intended use.

Products must be used in accordance with their descriptions and any fitting, care, safety or usage instructions supplied with them. Where appropriate, pets should be supervised while using a product.

You should inspect products regularly for damage, deterioration or signs of excessive wear and stop using a product if it becomes damaged or unsafe.

Information provided on our website is general product information and is not veterinary or other professional advice. If you have concerns about your pet’s health, behaviour or ability to use a product safely, seek advice from a suitably qualified veterinarian or other professional.

Nothing in this section excludes or limits our obligations concerning product safety or your rights under the Australian Consumer Law.

5. Orders

When you submit an order, you are offering to purchase the selected products subject to these Terms.

An automated order acknowledgement or payment authorisation does not necessarily mean that we have accepted your order. We accept your order when we send you confirmation that it has been accepted or dispatched.

We may decline an order before acceptance where reasonably necessary, including because:

• a product is unavailable;

• payment cannot be authorised;

• delivery is unavailable to the address provided;

• the order appears to be fraudulent or unauthorised;

• the order appears to be for unauthorised commercial resale; or

• there is an obvious error in the price or product information.

If we decline an order after receiving payment, we will refund the amount paid using the original payment method.

Please review your order carefully before submitting it. If you wish to cancel or change an order, contact us as soon as possible. We will make reasonable efforts to accommodate your request but cannot guarantee cancellation or amendment once the order has entered the packing or dispatch process.

If an order cannot be cancelled, you may be able to return it after delivery in accordance with our Returns and Warranty Policy.

6. Prices and payment

Unless expressly stated otherwise, prices displayed to Australian customers are:

• in Australian dollars; and

• inclusive of GST and other applicable Australian taxes.

Delivery charges and any other applicable charges will be displayed before you submit your order.

Prices, discounts and promotions may change without notice. A price change will not affect an order we have already accepted.

Promotions may be subject to separate conditions, including eligibility requirements, exclusions and expiry dates. If promotion-specific conditions conflict with these Terms, the promotion-specific conditions will apply to that promotion.

You agree to provide accurate and complete payment and billing information and confirm that you are authorised to use the selected payment method.

Payment services may be provided by Shopify or another payment provider and may be subject to that provider’s terms and privacy practices.

7. Pricing and product-information errors

We may correct genuine typographical errors, inaccuracies or omissions on our website.

If an obvious pricing or product-information error affects an order you have submitted, we will contact you as soon as reasonably possible.

Where we have not accepted the order, we may decline it and refund any payment received.

Where we have already accepted the order, we will not cancel or materially change it solely because of our error unless:

• we are legally entitled to do so;

• fulfilling the order would be unlawful or impossible; or

• you agree to the cancellation or change.

Nothing in this section limits your rights under the Australian Consumer Law.

8. Shipping and delivery

Available delivery options, charges and estimated delivery timeframes will be displayed during checkout or elsewhere on our website.

Delivery dates and timeframes are estimates unless we expressly agree to a guaranteed delivery date. We will make reasonable efforts to deliver your order within the stated timeframe.

We are not responsible for a delay caused by circumstances outside our reasonable control. However, we will take reasonable steps to notify you of a material delay and help resolve delivery problems.

If we cannot supply an order within the agreed timeframe, or within a reasonable time where no timeframe was agreed, you may have rights under the Australian Consumer Law.

Risk of loss of or damage to a product passes to you when the product is delivered to:

• the delivery address provided with your order;

• a person authorised by you to receive it; or

• a location you have expressly authorised the carrier to leave it.

If you authorise an unattended delivery or give the carrier an authority to leave the parcel, you accept the risks reasonably associated with leaving it in the