Terms of service

Last updated: 21 May 2026
Effective date: 21 May 2026

This website (https://www.crumpaw.com, the "Site") is the Crumpaw online store. Throughout these Terms of Service, the terms "Crumpaw", "we", "us", and "our" refer to the operator of the Site.

By accessing the Site or placing an order with us, you agree to be bound by these Terms of Service (the "Terms"), together with our Privacy Policy, Shipping Policy, and Refund & Return Policy. If you do not agree to these Terms, please do not use the Site.

These Terms are governed by Australian law. Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy that you have under the Australian Consumer Law, which applies to every transaction made through the Site.

1. General Conditions

1.1 To place an order, you must be at least 16 years of age and capable of entering into a legally binding contract under Australian law.

1.2 We may refuse service, refuse orders, or restrict access to the Site where we reasonably believe there has been fraud, abuse, breach of these Terms, or any unlawful activity, except where doing so is prohibited by law or would breach your rights under the ACL.

1.3 You agree not to reproduce, duplicate, copy, sell, resell, or exploit any part of the Site, our product designs, or our content for commercial purposes without our prior written permission. Sharing product images for personal, non-commercial use (for example, tagging us on social media) is permitted.

1.4 We may modify or discontinue the Site (or any part of it) at any time. We will not be liable to you or to any third party for any such modification or discontinuation, subject always to your rights under the ACL.

2. Products and Product Information

2.1 We make every reasonable effort to display the colours, materials, and dimensions of our products as accurately as possible. Minor variations between product images and the physical product (including colour representation on different screens and natural variation in ceramic glaze) may occur and do not constitute a defect.

2.2 All product descriptions, specifications, and compatibility guides are provided in good faith. We reserve the right to correct typographical errors, inaccuracies, or omissions at any time.

2.3 Products are subject to availability. If a product becomes unavailable after you place an order, we will contact you to offer a substitute, a delayed dispatch, or a full refund.

3. Pricing, GST and Payment

3.1 All prices displayed on the Site are in Australian Dollars (AUD) and include Goods and Services Tax (GST) at the prevailing rate of 10%, unless stated otherwise. No hidden fees are added at checkout.

3.2 Shipping charges are displayed separately at checkout and are calculated according to our Shipping Policy.

3.3 We accept the payment methods displayed at checkout, which may include Visa, Mastercard, American Express, JCB, UnionPay, Apple Pay, Google Pay, Shop Pay, and PayPal. All payments are processed by PCI-DSS compliant payment processors. We do not see or store full card numbers.

3.4 Payment is taken at the time you place your order. If your payment is declined or reversed after dispatch, we reserve the right to cancel the order and recover the product.

3.5 We reserve the right to change prices, discounts, and promotions at any time. Changes do not affect orders already accepted by us.

4. Orders and Formation of Contract

4.1 When you place an order on the Site, you are making an offer to buy the products you have selected on these Terms.

4.2 Our order confirmation email acknowledges receipt of your order but does not accept it.

4.3 A binding contract is formed only when we dispatch the product to you or send you a dispatch confirmation email, whichever occurs first.

4.4 Before the contract is formed, we may decline your order for any lawful reason, including product unavailability, pricing errors, suspected fraud, delivery address outside our serviceable zone, or failure of payment authorisation. If we decline your order after payment has been taken, we will refund you in full within 5 business days.

4.5 You are responsible for providing accurate purchase information, including the correct shipping address, correct contact details, and the correct ceramic dog bowl design for the ceramic dog bowl you are ordering (see Section 5).

5. Ceramic Dog Bowl Specifications and Suitability

5.1 It is your responsibility to verify the correct ceramic dog bowl specifications (size, capacity, suitability for your dog's breed and feeding habits) before completing your purchase. We provide detailed dimensions, capacity, and material information on each product page.

5.2 If you order a ceramic dog bowl that does not fit your needs because the wrong design was selected, our Refund & Return Policy sets out the exchange process, which applies in addition to your rights under the ACL.

6. Limitation of Liability (Subject to the ACL)

6.1 This Section 6 applies only to the extent permitted by law and does not exclude, restrict, or modify any guarantee, right, or remedy you have under the ACL or any other applicable consumer protection law. Where the ACL applies, our liability for breach of a consumer guarantee is governed by the ACL, not this Section 6.

6.2 Our products are designed and tested for ordinary domestic pet feeding use. However, no ceramic dog bowl can prevent all damage in all circumstances (for example, dropping onto hard tiles or extreme thermal shock).

6.3 To the maximum extent permitted by law (and subject to Section 6.1), we are not liable for indirect, consequential, incidental, or special loss, including but not limited to loss of data, loss of use, or related damage arising from:

(a) use beyond the product's specified tolerances;
(b) sudden extreme temperature change (e.g., placing a frozen bowl into a hot oven);
(c) improper use contrary to the instructions we provide;
(d) continued use of a visibly damaged or chipped product; or
(e) modification of the product by you or a third party.

6.4 Where our liability cannot be excluded but can be limited under the ACL (for example, in respect of services), our liability is limited, at our option, to resupplying the product or refunding the price paid.

7. Australian Consumer Law

7.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

7.2 For more information about your rights as a consumer, visit www.accc.gov.au.

7.3 The process for making a consumer guarantee claim is set out in our Refund & Return Policy.

8. Intellectual Property

8.1 All content on the Site — including text, graphics, logos, product photographs, product designs, illustrations, and the Crumpaw name and mark — is owned by Crumpaw or its licensors and is protected by Australian and international copyright, trademark, and design laws.

8.2 "Crumpaw" is our brand. You must not use the Crumpaw name, logo, or product designs in any commercial context without our prior written permission.

8.3 You must not reproduce, manufacture, or distribute copies of our product designs or designs substantially similar to our product designs. We actively monitor for infringement and will pursue all available legal remedies.

9. Third-Party Links

9.1 Certain links on the Site may direct you to third-party websites. We are not responsible for the content, policies, or practices of any third-party website and do not endorse them. Your interactions with any third party linked from the Site are solely between you and that third party.

10. Marketing Communications

10.1 We send marketing emails only to customers who have consented to receive them, in accordance with the Spam Act 2003 (Cth).

10.2 Every marketing email includes a functional unsubscribe link. You may also withdraw consent at any time by emailing support@crumpaw.com with the subject line "Unsubscribe".

11. Dispute Resolution

11.1 If you have a complaint or dispute, please first contact us at support@crumpaw.com with the subject line "Complaint". We will acknowledge your complaint within 7 days and work in good faith to resolve it within 30 days.

11.2 Nothing in this Section 11 prevents you from exercising your rights under the ACL, lodging a complaint with the Australian Competition and Consumer Commission (www.accc.gov.au), or taking any other action available to you under Australian law.

12. Governing Law and Jurisdiction

12.1 These Terms are governed by the laws of New South Wales, Australia, and the laws of the Commonwealth of Australia that apply in New South Wales. The courts of New South Wales have non-exclusive jurisdiction over any dispute arising out of or in connection with these Terms, subject to your rights under the ACL.

13. Severability and Entire Agreement

13.1 If any provision of these Terms is held to be unlawful, void, or unenforceable, that provision will be severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

13.2 These Terms, together with our Privacy Policy, Shipping Policy, and Refund & Return Policy, constitute the entire agreement between you and us regarding your use of the Site and supersede any prior agreements or communications.

14. Changes to These Terms

14.1 We may update these Terms of Service from time to time. The "Last updated" date at the top reflects the most recent revision. Changes take effect from the date they are posted on the Site. Material changes will be signposted prominently on the Site.