Terms & Conditions

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Terms & Conditions

1. Information About Us

1.1 This Agreement was last modified on July 1, 2020.

Please read these Terms and Conditions (“Agreement”, “Terms and Conditions”) carefully before using https://theonepet.com.sg (“the Site”) operated by The One Pet (“us”, “we”, or “our”). This Agreement sets forth the legally binding terms and conditions for your use of the Site at https://theonepet.com.sg.

By accessing or using the Site in any manner, including, but not limited to, visiting or browsing the Site or contributing content or other materials to the Site, you agree to be bound by these Terms and Conditions. Capitalized terms are defined in this Agreement.

By purchasing from us, you are deemed to have agreed to all our Terms & Conditions stated below. The One Pet reserves the right to amend our Terms & Conditions from time to time.

2. Service Availability

2.1 Our site is only intended for use by people residing, businesses, and companies in Singapore ("the Serviced Country"). We do not accept orders from individuals outside of the Serviced Country.

3. Your Status

3.1 By placing an order through our site or on the telephone, you warrant that:

3.1.1 You are legally capable of entering into binding contracts;

3.1.2 You are resident in the Serviced Country.

4. How the Contract is formed between You and Us

4.1 After placing an online order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All telephone and on-line orders are subject to acceptance by us, and we will confirm such acceptance to you either during our telephone conversation or email. The contract between us (“the Contract”) will only be formed when we deliver the items to you.

4.2 Subjected to actual stock availability, item orders may be replaced with alternatives subjected to a verbal or written confirmation with you. For items that cannot be replaced, we will contact you to give you the option to cancel. If payment has been made, you will be refunded of the amount paid.


4.3 All orders placed online will be fulfilled within 3 business days unless otherwise advised. Business days exclude Saturday, Sunday and Public Holidays.

4.4 You are obliged to make payment in FULL by the payment option you select when you check out your orders.

4.5 Each batch of goods may differ due to manufacturing contraints. Please refer to our refund policy stated under "Our Refunds Policy".

4.6 Undelivered Parcels

Please make sure that the information provided in your checkout is correct. An incorrect or incomplete address may result in parcels being returned to us and result in a non-delivery or late delivery to you. Do ensure that you are able to make it at your allocated time slot to receive the delivery.

Please note that orders that are returned due to inaccurate or incomplete information provided or abandoned by your local postal office, for whatever reason, will only be resent to the customer at the customer’s expense.

Please email us immediately at Hello@theonepet.com.sg or contact us on +65 8174 7483 if your order hasn’t arrived after the stipulated time after receiving our shipping notification:

Local – after 8 working days

4.7 Delivery Service Rates

Please take note that The One Pet is unable to deliver to restricted areas. Any additional surcharges may be imposed in cases such as ERP charges, Sentosa etc.

           Local Delivery

Free domestic delivery for goods purchased above SGD 60.00. A delivery surcharge of S$10 applies for every order that is less than SGD60.00.

Registered Mail

Small item purchases can be sent over registered mail at SGD 5.00 (max 5kg). Please email enquiry@theonepet.com.sg before checking out.

Express Delivery

Should there be urgent delivery required, please contact Hello@TheOnePet.com.sg or +65 81747483. We will be able to deliver if all goods are available. Additional charges apply.

5. Our Status

5.1 We may provide links on our site to the websites of other companies, whether affiliated with us or not. We cannot give any undertaking that the products you purchase from companies to whose website we have provided a link will be of satisfactory quality.

6. Price and Payment

6.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.

6.2 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site we might at our discretion decide to honour the lower (incorrect) price or either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

6.3 We are under no obligation to provide the Product to you at the incorrect (lower) price even after we have provided you with an email confirmation.

7. Our Refunds Policy

7.1 Requests for return and/or exchange of sold goods are subject to the terms and conditions stated below. TheOnePet Pte Ltd reserves the right to alter the above-mentioned terms and conditions without prior notice.

7.2 We do not do refunds due to change of mind. We seek your understanding that ALL GOODS SOLD ARE NON-REFUNDABLE.

7.3 Products returned by you because of a defect or within the three-day cooling-off period will be refunded in full after delivery costs have been deducted.

We will gladly accept the return of products within 3 days from the date of purchase that are defective due to defects in manufacturing and/or workmanship. Exchanges are only valid for a change with the same item. An exchange for another item is NOT allowed. ONLY in the event if a defective item(s) is out-of-stock and The One Pet is unable to process an exchange, customer can choose to exchange for any item from existing collection or store credit.

When you return a Product to us (for instance, because you have cancelled the Contract between us, or have notified us that you do not agree to any change in these Terms and Conditions or in any of our Policies, or because you claim that the Product is defective, we will examine the returned Product. Provided we are satisfied with the condition of the Product following our examination, we will either replace the item (if returned owing to a defect) or provide you with a refund. If you have requested a refund we will usually refund any money received from you using the same method originally used to pay. We will process the refund as soon as possible.

The cost of return transportation is at your expense.

7.4 Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 3 days from the date of purchase. Returns must be unused, unaltered and in its original packaging. Arrangement will be made to pick up the good(s) involved.

The One Pet requests all users to please check the products upon receiving from either mail or delivery. Please note that repacked goods, purchases via vouchers and final sale merchandise are not eligible for returns and/or exchanges and may not be returned for exchange or credit.

7.5 A claim by you that the quantity of the Products delivered falls short of the quantity ordered shall be notified to us within 3 days from the date of delivery. If you do not notify us accordingly, we shall have no liability in respect of such shortfall and you shall be bound to pay the price as if the Products had been delivered in accordance with the Contract.

Please email us at Hello@TheOnePet.com.sg and we’ll do our best to resolve the concern either by replacing the product or by issuing you a credit.

Product Warranties

Goods are supplied and sold on an “as is where is” basis, unless the manufacturer, or supplier, of such Goods has issued a warranty in respect of such Goods, in which case such Goods are supplied and sold with the warranties issued and granted by the manufacturer, or supplier, of such Goods only. You hereby agree to look solely to such manufacturer, or supplier, for any claims related to such warranties.

Please check your item(s) immediately upon arrival, for wrong item(s) kindly inform us within 3 days of receiving it and return the item(s) to us within 14 days.

In the event that customer received a defective item(s), please ensure that the item(s) is in it’s original packing and return in a brand new condition.

Limits of Responsibility

We accept no responsibility for alteration, user-initiated damage and/or loss of parts incurred during operation

Repacking Policy

Repacking of Goods are chargeable at SGD 4.00. Repacking of pet food will only be performed upon acceptance of our Repacking Policy.

TheOnePet Pte Ltd practices good hygiene and uses quality bags to repack our goods.

  1. Condition of repacked dry food might be altered as compared to when it is in original packaging from the manufacturer.
  2. Any warranty or guarantee on the quality or function of the pet food will be null and void for repacked food. TheOnePet Pte Ltd will not be liable if there are any bugs, mould, worms etc found in the repacked food after purchased.
  3. All repacked pet food is non-exchangeable and non-refundable.
  4. TheOnePet Pte Ltd will not be held responsible for any damages, refunds, claims or liability whatsoever, including and not limited to illness or death arising out of or in connection with the repacked food.

Please be informed that for any repacked pet food:

  • Each pack is estimated to be of similar size/weight, except for the final pack which may not be the same due to the residual content. While cross-contamination is minimized as much as possible, this product is repacked in a facility where other brands of pet food are also handled.

Storage Guidelines for repacked food management:

  • Remove food from bag after opening
  • Place it in clean and dry air tight containers
  • Store repacked food in cool, dry place away from sunlight.

Hay Storage

  • Store any open bag of hay in a cool, dry place away from sunlight
  • Place it in a well ventilated area
  • Hay is highly flammable please keep it away from naked flame or high heat sources.
  • Avoid bare ground or concrete as hay wicks moisture up.

In light of following guidelines on proper storage goods, TheOnePet Pte Ltd will not be held responsible if the event of worms, beetles, mould, weevils that are found in the repacked good after purchase.

Any warranties or guarantees on the quality or function of the pet food will be null and void for repacked goods. All repacked goods are not eligible for returns/exchange or refund.

TheOnePet Pte Ltd would not be held responsible for and not limited to any loss, damage, claims and liabilities that arises from repacked goods.

8. Our Liability

8.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality.

8.2 Our liability in connection with any Product purchased through our site is strictly limited to the purchase price of that Product.

8.3 Unless otherwise stated, all products warranty will be covered by the respective brand owner.

9. Notices

9.1 All notices given by you to us must be given to TheOnePet Pte Ltd at Hello@TheOnePet.com.sg. We may give notice to you either via an e-mail or postal address that you provided to us when placing an order.

10. Events Outside our Control

10.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).

10.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

10.2.1 strikes, lock-outs or other industrial action;

10.2.2 civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

10.2.3 fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

10.2.4 impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

10.2.5 impossibility of the use of public or private telecommunications networks; or

10.2.6 the acts, decrees, legislation, regulations or restrictions of any government.

10.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

11. Waiver

11.1 If we fail, at any time during the term of a Contract, to insist upon the strict performance of any of your obligations under the Contract or any of these Terms and Conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

11.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

11.3 No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.

12. Severability

12.1 If any of these Terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

13. Entire Agreement

13.1 These Terms and Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

13.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other and that nothing may be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these Terms and Conditions.

13.3 Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party’s only remedy shall be for breach of contract as provided in these Terms and Conditions.

14. Our Right to Vary these Terms and Conditions

14.1 We have the right to revise and amend these Terms and Conditions from time to time.

14.2 You will be subject to the Policies and Terms and Conditions in force at the time that you order Products from us, unless any change to those Policies or these Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those Policies or these Terms and Conditions before we provide you with the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).

15. Law and Jurisdiction

15.1 Contracts for the purchase of Products through our site will be governed by the Law of Singapore. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the Courts of The Republic of Singapore.