Terms of service

Effective Date: 12 August 2026

Welcome to hazelspet.com (the "Website"), owned and operated by Hazel's Pet Pte. Ltd. ("Hazel's", "we", "us", or "our"), a company registered in Singapore (UEN: 202611918R).

These Terms of Service ("Terms") govern your access to and use of the Website and any products or services purchased through it. By accessing the Website, placing an order, or subscribing to our products, you agree to be bound by these Terms. If you do not agree, please do not use the Website.

1. About Our Products

Hazel's products are intended for pet consumption or use only. Where a product is a supplement or wellness product, it is not intended to diagnose, treat, cure, or prevent any disease, and it is not a substitute for veterinary advice. Please refer to the packaging and any accompanying guidelines for directions on use. If your pet has an existing medical condition, or you have any concerns about introducing a new product, please consult your veterinarian.

2. Market Availability

Our Website and products are intended for customers in Singapore and Hong Kong, or any other market we expressly state we serve. We make no representation that our products are appropriate, compliant, or available for use outside these markets. If you access the Website or place an order from another location, you do so on your own initiative and are responsible for complying with any laws that apply to you.

3. Accounts

If you open an account with us, please make sure your details, such as your name, delivery address, and contact information, are accurate and kept up to date, so we can process and deliver your orders smoothly. Please keep your login details to yourself for security reasons and to avoid misuse.

4. Accuracy of Content

We take care to make sure everything on our Website, including product descriptions, ingredients, and prices, is accurate at the time of publishing. A few things to keep in mind:

• Packaging, weights, and dimensions shown on the Website are approximate and may vary slightly from what you receive.
• We have made every effort to show our products and ingredients accurately in photos, but actual colours and tones may differ slightly from what you see on screen. This can come down to lighting at the time a photo was taken, your device's display, or natural variation between batches.
• To the extent permitted by law, we do not guarantee that the Website is completely free of errors, and we are not responsible for the content of any external sites linked from ours. Links are provided for your convenience only and do not mean we endorse whatever is on the other end.

If you ever spot something that looks incorrect or out of date, please let us know at hello@hazelspet.com.

5. Orders and Payment

• Prices on the Website are shown in the currency applicable to your market, and are exclusive of applicable tax. Any tax and delivery charges are shown separately at checkout.
• Your order is confirmed once we have received payment.
• Occasionally something does not go to plan. An item may be out of stock, we may spot a pricing or listing error, or a payment may not go through. If this happens, we may need to cancel or adjust your order, even after confirming it, and we will always let you know.
• Payment is taken through the methods available at checkout. Please make sure you are using a payment method that belongs to you or that you are authorised to use.
• Prices may change from time to time, but this will not affect any order you have already placed with us.
• These Terms apply to purchases made directly through the Website. If you purchase our products from a seller other than us or one of our authorised retail partners, we cannot guarantee how that product has been stored, handled, or sold, and we are not responsible for its condition, authenticity, or any issue arising from that purchase.

6. Subscriptions

Where offered, our subscription service allows you to receive selected products on a recurring basis at the frequency you select.

• By subscribing, you authorise us to automatically charge your selected payment method for each recurring order at the then current subscription price, until you cancel.
• You may pause, skip, modify, or cancel your subscription at any time through your account or by contacting us at hello@hazelspet.com, with at least 7 days' notice before your next scheduled charge so that you are not charged for the next cycle.
• We will notify you in advance of any change to your subscription pricing, and you may cancel before the new price takes effect.

7. Shipping and Delivery

• We currently ship to addresses in Singapore and Hong Kong, with other markets to be added as we expand.
• Delivery timelines provided at checkout or in confirmation emails are estimates only. We are not liable for delays caused by couriers, customs, or circumstances beyond our reasonable control.
• You are responsible for providing a complete and accurate delivery address. Redelivery or return costs arising from incorrect address information provided by you may be charged back to you.
• Some of our products contain temperature sensitive ingredients, such as goat milk powder. Please arrange to collect and store your order promptly once it has been delivered. We are not responsible for any spoilage, damage, or quality issues that result from a delay in collecting your order, or from how it is stored once it is in your possession.
• Applicable tax rates will apply according to the location of your order. You are responsible for any tax, duty, or similar charge that may apply to your order, including where your order is shipped internationally.

8. Returns, Refunds, and Cancellations

For hygiene and safety reasons, our pet food, treats, supplements, and other consumable products are not eligible for return or exchange once sold, except where the item is faulty, damaged, or incorrect. This helps us make sure every product we send out meets the standards our pets deserve. Once you have received your order, we have no way of verifying how it has been stored or handled, which is why we are unable to accept returns of opened or used consumable products unless they are faulty.

We encourage you to review product descriptions, ingredients, and feeding guidelines carefully before placing an order. If you are ever unsure, our team is happy to help with recommendations before you buy.

When we can help

We will offer a replacement, refund, or store credit at our discretion if:

• you receive an incorrect item; or
• the item arrives damaged or defective.

This does not cover damage, spoilage, or quality issues that arise after your order has been delivered, for example if it is left unattended, exposed to heat or moisture, or not collected and stored promptly by you, as set out in the Shipping and Delivery section above.

Please contact us at hello@hazelspet.com within 7 days of receiving your order, together with your order number and clear photos of the affected item, so we can resolve the issue promptly.

Once approved, refunds will be processed to your original payment method. Processing times may vary depending on your bank or payment provider. We reserve the right to decline a return or refund request that does not meet the conditions above.

Nothing in this section affects any rights you may have under the Consumer Protection (Fair Trading) Act 2003 or other applicable Singapore consumer protection law that cannot be excluded.

9. Product Use, Ingredients, and Allergens

Ingredient and allergen information is provided on packaging and on the relevant product page. Please review this carefully if your pet has known sensitivities. Formulations may be updated from time to time, so the packaging of the batch you receive is the authoritative source. Full feeding instructions and guidance on introducing the product are available on our Website and packaging.

10. Product Safety and Recall

If we become aware of a safety issue, defect, or potential recall affecting a product you have purchased, we will make reasonable efforts to contact you using the details on your account or order, and to let you know how to proceed, which may include ceasing use of the product, returning it, or receiving a replacement or refund. Please keep your contact and account details up to date so that we can reach you if this becomes necessary.

11. User Conduct

When using the Website, you agree not to:

• Provide false, misleading, or fraudulent information;
• Post false, defamatory, or misleading reviews or content;
• Attempt to interfere with the security or proper functioning of the Website; or
• Reproduce, resell, or exploit any part of the Website or its content without our written consent.

We reserve the right to suspend or terminate accounts that breach these Terms.

12. Content You Post or Submit

By uploading or sharing content, such as photos, videos, testimonials, comments, or posts, on the Website or any social media platform (Facebook, Instagram, TikTok, and so on), you grant us permission to use, copy, display, perform, distribute, adapt, translate, edit, and promote your content in any medium and in any manner we choose, and to use your display name to attribute your content to you if we so choose. We reserve the right to share your content across our social channels and marketing materials.

We have no obligation to pre-screen content you submit and are not responsible for it. We reserve the right to remove any such content for any reason. We will remove content that breaches these Terms as soon as practicable after it is detected and identified, but we are not responsible for any failure or delay in removing other content.

13. Third-Party Services

The Website may contain links to or integrations with third-party websites or services that are not owned or controlled by us. We are not responsible for the content, policies, or practices of any third-party services.

We may also, in the future, offer new services and features through the Website, including the release of new tools and resources. Such new features and services will also be subject to these Terms.

14. Availability and Changes to the Website

We may modify, suspend, or discontinue the Website, or any part of it, at any time, including adding, changing, or removing products, features, or functionality. Where practical, we will try to give notice of any significant change, but we are not obliged to do so.

15. Intellectual Property

The Hazel's name and logo, our product names, and the original copy, graphics, and design of the Website are owned by or licensed to Hazel's Pet Pte. Ltd. and are protected by Singapore and international intellectual property laws. Some images on the Website, for example on our Ingredients page, are sourced from third-party stock libraries or suppliers and remain the property of their respective owners. These are used under licence and should not be taken as originating from Hazel's. You may not copy, reproduce, modify, distribute, or otherwise use any content from the Website for commercial purposes without our prior written permission, or, where applicable, the permission of the relevant rights holder.

16. Indemnity

You agree to indemnify and hold Hazel's harmless against any claim, loss, or expense arising from your misuse of our products, including use that goes against the instructions, warnings, or guidance provided on packaging or on the Website, or from your breach of these Terms.

17. Limitation of Liability

Hazel's makes no representations or warranties in connection with the Website, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement, or fitness for a particular purpose, except to the extent such warranties cannot legally be excluded.

To the fullest extent permitted by law, Hazel's will not be liable for interruption of business, or for loss or damage of any kind incurred as a result of your dealings with, or the presence of, the Website or any linked external site, access delays or interruptions to the Website, computer viruses, system failure, or any malfunction connected with your use of the Website, any inaccuracies, omissions, or misleading statements in the Website's content, any adverse reaction by a pet, or any event beyond our reasonable control. We will also not be liable for any direct, indirect, special, incidental, consequential, or other damages of any kind related to your use of the Website or our products.

We have no obligation to maintain the Website or the services on it, or to provide corrections, updates, or new releases, and content on the Website may change without notice. We may, from time to time, monitor or review reviews, comments, or other content posted on the Website, but we are under no obligation to do so and take no responsibility for the content of any such postings.

Nothing in this section excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.

18. Force Majeure

We will not be liable for any failure or delay in performing our obligations under these Terms where this is caused by circumstances beyond our reasonable control, including natural disasters, pandemics, war, industrial action, disruption to our suppliers or manufacturers, or government action. If such an event continues for an extended period, either of us may cancel any affected order by giving notice to the other.

19. Privacy

Our collection and use of your personal data is governed by our Privacy Policy, which forms part of these Terms and complies with the Personal Data Protection Act 2012 (Singapore). By using the Website, you consent to the collection, use, and disclosure of your personal data as described in that policy.

20. Changes to These Terms

We may update these Terms from time to time to reflect changes in our products, business practices, or legal requirements. The version in effect at the time of your order will apply to that order. Continued use of the Website following any update means you accept the revised Terms. We encourage you to review this page periodically.

21. Entire Agreement and No Waiver

These Terms, together with our Privacy Policy and any other policies referenced or published on the Website, make up the entire agreement between you and Hazel's regarding your use of the Website and purchase of our products, and they replace any prior agreements or understandings, whether oral or written.

If we do not enforce any right or provision of these Terms, this will not be treated as a waiver of that right or provision, and it will not stop us from exercising that right in future. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

22. Assignment

We may transfer or assign these Terms, or any of our rights or obligations under them, at any time, including in connection with a merger, acquisition, restructuring, or sale of some or all of our business or assets. You may not transfer or assign your rights or obligations under these Terms without our prior written consent.

23. Governing Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter, are governed by and construed in accordance with the laws of Singapore. You agree to submit to the exclusive jurisdiction of the courts of Singapore.

24. Contact Us

If you have any questions about these Terms, please contact us.

Hazel's Pet Pte. Ltd.
14 Robinson Road, #08-01A
Far East Finance Building
Singapore 048545
Email: hello@hazelspet.com
Website: www.hazelspet.com