Terms of service

Terms of Service

Last updated: 1 June 2026

Welcome to Heirloom Fur. These Terms of Service apply when you access our website, place an order, upload content, or purchase products from Heirloom Fur.

By using our website or placing an order, you agree to these terms. If you do not agree, please do not use our website or purchase from us.

1. About Heirloom Fur

Heirloom Fur creates personalised pet portrait jewellery and keepsakes. Our products are made to order using the information, engraving text, and pet photographs supplied by customers.

You can contact us at hello@heirloomfur.com.au or through our Contact page at https://www.heirloomfur.com.au/pages/contact.

2. Eligibility

By placing an order, you confirm that:

• you are at least 18 years old, or have permission from a parent or guardian;
• the information you provide is accurate and complete;
• you are authorised to use the payment method provided; and
• you will use our website and products for lawful personal purposes only.

3. Product Information

We aim to describe and display our products accurately. Because each personalised item is handmade or made to order, small variations in engraving placement, colour, finish, and appearance may occur.

Product images, previews, and examples are illustrative only. The final result may vary depending on the quality, angle, lighting, and clarity of the photo you upload.

4. Personalisation And Uploaded Photos

When you upload a pet photo, engraving text, name, date, or message, you confirm that:

• you own the image or have permission to use it;
• the content does not infringe another person’s rights;
• the content is accurate and suitable for creating your personalised product; and
• you grant Heirloom Fur permission to use the uploaded content solely to design, produce, fulfil, support, and manage your order.

We may contact you if your image is unclear or unsuitable. This may delay production until we receive a suitable replacement image or confirmation from you.

We may refuse, cancel, or request changes to personalised content that is unlawful, offensive, misleading, harmful, or otherwise unsuitable.

5. Orders And Payment

Your order is accepted when payment is successfully processed and we send an order confirmation. We may cancel or refuse an order if there is an error, suspected fraud, stock or production issue, or if required personalisation details are missing.

Prices are shown in Australian dollars unless stated otherwise. Prices, offers, and product availability may change without notice.

6. Production And Shipping

Most personalised products are handcrafted in approximately 5-7 business days before dispatch. This timeframe is an estimate and may vary during busy periods, supplier delays, or if your order requires clarification.

Shipping times are separate from production times. Delivery estimates are not guaranteed unless expressly stated.

Risk in the products passes to you when the order is delivered to the shipping address provided, subject to your rights under Australian Consumer Law.

7. Order Changes And Cancellations

Because our products are personalised, please contact us as soon as possible if you need to change or cancel an order.

We can usually help before production begins. Once production has started, we may not be able to cancel or change your order because the item has been custom made for you.

8. Returns, Refunds And Consumer Guarantees

Returns, refunds, repairs, and replacements are handled in accordance with our Refund Policy and your rights under Australian Consumer Law.

Nothing in these terms limits, excludes, or replaces any consumer guarantees, rights, or remedies that cannot legally be excluded.

9. Promotions And Discounts

Promotional offers, discount codes, and free shipping offers may be subject to additional conditions. We may update, suspend, or end promotions at any time unless otherwise stated.

Discount codes must be used at checkout and generally cannot be applied retrospectively after an order has been placed.

10. Website Use

You agree not to misuse our website, including by:

• attempting to interfere with website security or operation;
• uploading malicious code or harmful content;
• copying, scraping, or using website content for commercial purposes without permission;
• submitting false, misleading, or fraudulent information; or
• using the website in a way that breaches any applicable law.

11. Intellectual Property

All website content, including text, product designs, images, branding, graphics, and layout, is owned by or licensed to Heirloom Fur unless otherwise stated.

You may not reproduce, distribute, modify, or commercially use our content without written permission.

You retain ownership of photos and content you upload, but you grant us the limited permission described in section 4 so we can fulfil your order.

12. Third-Party Services

Our store may use third-party services, including Shopify, payment processors, shipping providers, cloud image hosting, analytics tools, and fulfilment partners. These third parties may process information as needed to operate the website, process payment, fulfil orders, and provide customer support.

Your use of third-party services may also be subject to their own terms and policies.

13. Limitation Of Liability

To the maximum extent permitted by law, Heirloom Fur is not liable for indirect, incidental, special, or consequential loss arising from your use of our website or products.

Nothing in these terms limits your rights under Australian Consumer Law or any rights that cannot legally be excluded.

14. Privacy

We collect and handle personal information in accordance with our Privacy Policy.

15. Changes To These Terms

We may update these Terms of Service from time to time. The updated version will be posted on this page with a new "Last updated" date.

Your continued use of our website after changes are posted means you accept the updated terms.

16. Governing Law

These terms are governed by the laws applicable in Australia. If a dispute arises, the parties will first try to resolve it in good faith.