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Our Terms and Conditions

1. These terms

1.1 What these terms cover

These are the terms and conditions on which we supply goods to you.

1.2 Why you should read them.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

1.4 This is our entire agreement with you.

To the extent permitted by law, these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms.

2. Information about us and how to contact us

2.1 Who we are. We are Rentokil Initial Pty Limited a company registered in New South Wales, Australia.   Our registered office is 3-29 Birnie Avenue, Lidcombe, NSW 2141.

2.2 How to contact us. You can contact us by telephoning our customer service team at 1300 106 702 or Email :

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you have provided to us.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the goods. This might be because the goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the goods.

3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell within Australia. Our website is solely for the promotion of our goods in Australia. Unfortunately, we do not accept orders from addresses outside Australia.

4. Our goods

4.1 Goods may vary slightly from their pictures. The images of the goods on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the goods. Your goods may vary slightly from those images.

4.2 Goods packaging may vary. The packaging of the goods may vary from that shown in images on our website.

5. Your rights to make changes

If you wish to make a change to any order you have placed with us please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. Our rights to make changes

We may change the goods if the supplier has made any changes to them. Any rights you have under the Australian Consumer Law may apply if this occurs.

7. Providing the goods

7.1 Delivery costs.

The cost of delivery will be as displayed to you on our website.

7.2 When we will provide the goods. During the order process we will let you know when we will provide the goods to you.

7.3 We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.

7.4 If you are not in when the goods are delivered. If no one is available at your address to take delivery and the goods cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the goods from a local depot.

7.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract. We will provide a refund when the goods are returned to us unopened and unused.

7.6 When you become responsible for the goods. Goods will be your responsibility from the time we deliver the goods to the address you gave us.

7.7 When you own goods. You own goods once we have received payment in full.

7.8 Reasons we may suspend the supply of goods to you. We may have to suspend the supply of goods to:

(a) to deal with technical problems or make minor technical changes;
(b) to update the goods to reflect changes in relevant laws and regulatory requirements;
(c) or where the goods are no longer available.

7.9 Your rights if we suspend the supply of goods.

We will contact you in advance to tell you we will be suspending supply of the goods, unless the problem is urgent or an emergency. If we have to suspend the supply of the goods for longer than four weeks you may contact us to end the contract for goods where we suspend it, or tell you we are going to suspend it, in each case for a period of more than four weeks and we will refund any sums you have paid in advance for the goods.

8. Our rights to cease supply

We may write to you to let you know that we are going to stop providing the goods. We will let you know as soon as possible of our stopping the supply of the goods and will refund any sums you have paid in advance for goods which will not be provided.

9. If there is a problem with the goods

If you have any questions or complaints about the goods, please contact us. You can telephone our customer service team at 1300 106 702 or email us at

10. Replacements and refunds

10.1 Australian Consumer Law

When our supply of products comprises a supply ‘to a consumer’ within the meaning of the Australian Consumer Law, then the products come with guarantees that cannot be excluded under the Australian Consumer Law.

(a) We will not provide a refund if you change your mind.
(b) We will provide a refund or replacement where required to do so by law.

10.2 Your obligation to return rejected goods.

If you wish to exercise your legal rights to reject goods. please first call customer services on  1300 106 702  or email us at We may ask for details of the problem, evidence such as images or video, and proof of purchase, so that we may assess your claim. We may then ask you to post the product back to us or (if not suitable for posting) allow us to collect it from you. We will pay the costs of postage or collection.

10.3 When your refund will be made.

If you are entitled to a refund, your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.

11. Price and payment

11.1 Where to find the price for the goods.

The price of the goods (which includes GST) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the goods advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the goods you order.

11.2 What happens if we got the price wrong.

It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the goods' correct price at your order date is less than our stated price at your order date, we will charge the lower amount.

If the goods’ correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order

11.3 No set-off

You must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

11.4 What to do if you think an invoice is wrong.

If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

12. Liability

12.1 Limitation of liability

Nothing in this agreement excludes any rights you may have against us which cannot be excluded under any applicable laws, codes, regulations, including the Australian Consumer Law and/or any rights you have to lodge complaints, and obtain resolutions, under relevant industry bodies.

Notwithstanding any other provision of these terms and to the fullest extent permitted by law:

(a) our aggregate liability in connection with this agreement whether in contract, tort (including negligence), statute or otherwise will not exceed an amount equal to the total sums paid by you in relation to the relevant supply; and

(b) we are not liable, whether such liability is based on breach of contract, tort (including negligence), statute or otherwise for any Consequential Loss, indirect, incidental, punitive or special Losses of any kind (including loss of profit, loss of opportunity, and/or business interruption).

12.2 Limitation on supplies not for personal, domestic or household use  
Where our supply is a supply ‘to a consumer’ within the meaning of the Australian Consumer Law, and the goods supplied are not of a kind ordinarily acquired for personal, domestic or household consumption, then our liability for failure to comply with any statutory guarantee under the Australian Consumer Law is limited to (at our discretion):

(a) the replacement of the goods or the supply of equivalent goods, or

(b) the repair of the goods, or

(c) payment of the cost of replacing the goods or acquiring equivalent goods, or

(d) the payment of reasonable costs of having the goods repaired.   

13. How we may use your personal information

We will only use your personal information as set out in our privacy policy.

14. Other important terms

14.1 We may transfer this agreement to someone else.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2 You need our consent to transfer your rights to someone else.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4 If a court finds part of this contract illegal, the rest will continue in force.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the goods, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal action.

Any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of New South Wales and the courts of New South Wales shall have exclusive jurisdiction to settle any such dispute or

Rentokil Initial Pty Ltd – September 2023