Terms & conditions
The rules for ordering from chimolabs.com. They sit alongside — and never replace — your rights under the Australian Consumer Law.
Last updated 11 November 2026
1. Who you are dealing with
chimolabs.com is operated by Chimo Labs, an Australian business based in New South Wales (“Chimo Labs”, “we”, “us”). You can contact us at [email protected]. Our ABN is available on request, and appears on every tax invoice.
By placing an order you agree to these terms. If you do not agree, please don't order. We may update these terms from time to time; the version that applies to your order is the one published when the order was placed.
2. Orders and acceptance
An order is an offer to buy. A contract is formed when we send you an order confirmation email containing your order reference — not when you click “pay”. Before that point we may decline or cancel an order, for example if the item is unavailable, the price or description was listed in error, or we suspect fraud.
If we cancel an order you have already paid for, we refund the full amount to the original payment method. We do not substitute a different product without asking you first.
3. Pricing and GST
All prices are in Australian dollars (AUD) and include any applicable GST. The delivery charge is shown before you pay: free tracked shipping on orders over $95.00, otherwise a flat $9.95 anywhere in Australia. There are no fuel levies, rural surcharges or handling fees added at checkout.
We try hard to keep prices and descriptions accurate. If a pricing error is obvious (for example a $249 item listed at $24.90) we will contact you before charging anything; you can proceed at the corrected price or cancel for a full refund.
4. Delivery
Orders are picked, packed and dispatched within 1–3 business days. Standard delivery is 7–12 business days to most Australian addresses; remote and regional postcodes, Western Australia and the Northern Territory can take up to 18 business days. Large items sometimes travel in two parcels that arrive a day or two apart.
Those windows are estimates, not guarantees. If your order has not arrived within 18 business days of dispatch, contact us and choose a replacement or a full refund. Full detail is on the shipping page.
Chimo Labs works with fulfilment partners who pack and dispatch orders on our behalf. Parcels may be dispatched from outside Australia; any import handling is arranged by us, and there is nothing extra to pay on delivery.
5. Payment
Card payments (Visa, Mastercard, American Express, Apple Pay, Google Pay) are processed by Stripe, and PayPal payments by PayPal. We never see or store your full card number. Payment is taken when you place the order.
If a payment fails or is reversed after dispatch, we may suspend or cancel the order and invoice you for the outstanding amount.
6. Your consumer guarantees
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in these terms — including the returns window, the delivery estimates or any limitation of liability — excludes, restricts or modifies those guarantees.
7. Change-of-mind returns
Separately from your statutory rights, we accept change-of-mind returns within 30 days of delivery provided the item is unused, unassembled where relevant, and in its original packaging. We pay the return postage for change-of-mind returns within Australia. Refunds are issued to the original payment method within 5 business days of the item arriving back. See returns & refunds.
8. Cancellations
Email us before your order is dispatched and we will cancel it and refund in full. Once a parcel is with the carrier the returns process applies instead.
9. Product safety and intended use
Our products are pet accessories for domestic cats, intended for indoor and supervised outdoor use. Assemble towers, beds and carriers exactly as instructed and check fixings periodically — no cat furniture is indestructible, and a wobbling tower should be tightened or retired. Toys and small parts should be used under supervision and discarded once worn; cats are very good at swallowing things they shouldn't. Heated products should be used on the setting described in their instructions and never left running unattended overnight unless the instructions say so.
Our products are not toys for children and are not intended for livestock, dogs or cats outside the size ranges stated on each product page.
10. Liability
To the extent permitted by law, and without limiting your consumer guarantees, our liability arising out of or in connection with an order is limited to the amount you paid for the goods concerned (or, at our option, replacement of those goods). We are not liable for indirect or consequential loss, or for loss arising from use of a product contrary to its instructions.
11. Intellectual property
The Chimo Labs name, logo, photography, product descriptions and site design are ours or used with permission. You may not copy or reuse them commercially without our written consent. Linking to our pages is always welcome.
12. Promotions and discounts
Discount codes cannot be combined unless stated, are single-use unless stated, and may be withdrawn at any time. Free-shipping thresholds are calculated on the value of goods after discounts and exclude the delivery charge itself.
13. Reviews and user content
Where you send us a review, photograph or comment, you grant us a non-exclusive licence to publish it on our site and social channels alongside your first name and suburb. We do not edit reviews for sentiment and we do not publish invented ones.
14. Privacy
We handle personal information in accordance with our privacy policy and the Privacy Act 1988 (Cth).
15. Complaints and disputes
If something has gone wrong, email [email protected] with your order reference. We aim to respond within one business day and to resolve the issue within 10 business days. If we cannot resolve it between us, you may wish to contact Consumer NSW or the ACCC; nothing in this clause prevents you from doing so.
16. Governing law
These terms are governed by the laws of New South Wales, Australia, and the courts of New South Wales have non-exclusive jurisdiction. If any part of these terms is found to be unenforceable, the rest continues to apply.