Terms of Service

About us

Exclusive Drops HQ is operated by:

Murano Animals
ABN: 96 220 324 478
Location: Morphett Vale SA 5162, Australia
Website: exclusivedropshq.com
Support: edhqsupport@exclusivedrops.com

In these Terms, “Exclusive Drops HQ”, “we”, “us”, and “our” refer to Murano Animals. “You” and “your” refer to a person accessing or using our website or purchasing from us.

Acceptance of these Terms

By accessing our website, creating an account, participating in a product drop, or placing an order, you agree to these Terms and the policies incorporated into them.

These include our:

• Privacy Policy;
• Cookie Policy;
• Refund & Return Policy;
• Shipping Policy; and
• any product-specific or drop-specific conditions displayed before purchase.

If you do not agree to these Terms, you must not create an account, place an order, or use restricted areas of the website.

The product listing, information displayed during checkout, your order confirmation, and the policies referenced above form part of the agreement between you and us.

Nothing in these Terms excludes, restricts, or modifies a right, guarantee, remedy, or protection that cannot lawfully be excluded under applicable consumer law.

Eligibility

You must be at least 18 years old, or otherwise have the legal capacity to enter into a binding contract, to create an account or place an order.

A person under the applicable age of majority may only use the purchasing functions of the website through, or with the involvement and approval of, a parent or legal guardian.

We may restrict a particular product drop by location, account status, membership status, age, quantity, or other eligibility criteria where those restrictions are clearly disclosed before purchase.

Customer accounts

You must provide accurate, current, and complete information when creating and maintaining an account.

You are responsible for:

• safeguarding your login credentials;
• preventing unauthorised access to your account;
• reviewing activity performed through your account; and
• notifying Support promptly if you believe your account has been compromised.

You must not impersonate another person, create accounts using false information, or use multiple accounts to avoid purchase limits or other disclosed restrictions.

We may require reasonable verification before restoring access to an account, changing sensitive account information, or processing a security-related request.

Acceptable use

You must not:

• use the website or services unlawfully;
• interfere with the operation, integrity, or security of the website;
• attempt to gain unauthorised access to an account, system, database, or administrative function;
• introduce malicious software or harmful code;
• use bots, scripts, automated checkout tools, or similar technology without our written authorisation;
• scrape or systematically extract website content or product information without permission;
• manipulate promotions, referrals, product limits, eligibility rules, or checkout processes;
• use multiple identities, accounts, payment methods, or delivery details to evade disclosed purchase limits;
• submit fraudulent orders or payment information;
• interfere with another customer’s use of the website; or
• use our intellectual property in a manner not permitted by these Terms.

Reasonable use of standard browser accessibility, password-management, or assistive technologies is not prohibited.

Limited drops and product availability

Products may be made available through limited drops restricted by time, quantity, account, region, or eligibility.

A product shown as available may become unavailable before checkout is completed. Adding a product to a cart, wish list, or similar feature does not reserve that product.

Purchase limits may apply per customer, account, household, payment method, delivery address, or product drop. Any material limit will be disclosed through the product page, drop page, checkout, or related announcement.

We may take reasonable steps to enforce these limits and maintain fair access, including cancelling duplicate orders placed to avoid a disclosed restriction.

We do not guarantee that every customer who attempts to participate in a limited drop will be able to purchase a product.

Product information

We take reasonable care to ensure that product descriptions, images, specifications, availability information, and prices are accurate.

Colours and visual appearance may vary slightly because of screen settings, lighting, image reproduction, materials, or ordinary manufacturing variation. These variations do not remove your right to receive goods that materially match their description, images, and any sample or model where applicable.

Measurements may be approximate where identified as such.

Products described as limited, made-to-order, produced on demand, or part of a numbered or restricted release will be manufactured or supplied according to the information displayed on the relevant product page.

We may correct typographical, technical, or administrative errors. We will not substitute a materially different product without your agreement.

Prices, currencies, taxes, and charges

Prices are displayed in the currency identified on the website or at checkout.

Before you place an order, checkout will display the product price and any shipping charges, taxes, or other amounts collected by us that apply to the transaction.

Currency conversion may be performed by your bank, card issuer, payment service, or the checkout system. Any separate currency conversion fee imposed by your financial provider is outside our control.

International orders may be subject to duties, taxes, customs charges, or import processing fees imposed by the destination country. Responsibility for these charges is explained in our Shipping Policy and, where reasonably determinable, during checkout.

We will not intentionally charge an amount that was not disclosed or agreed to before the order was placed.

Orders and contract formation

Submitting an order is an offer to purchase the products listed in the order.

An automated acknowledgement that we have received your order does not necessarily mean that the order has been accepted.

An order is accepted when we confirm that payment has been approved and the order has been accepted for fulfilment, or when we otherwise expressly confirm acceptance.

We may refuse or cancel an order before fulfilment where reasonably necessary because of:

• payment failure or an inability to verify payment;
• suspected fraud, identity misuse, or unauthorised payment activity;
• a breach of a clearly disclosed purchase limit or eligibility condition;
• use of automated purchasing methods prohibited by these Terms;
• an incorrect or incomplete delivery address that cannot be resolved;
• product or inventory unavailability;
• a manifest pricing, product, or technical error;
• a legal, regulatory, sanctions, or product-safety requirement;
• an inability to deliver to the stated destination; or
• another material breach of these Terms.

We will not cancel an order arbitrarily.

If we cancel an order after payment has been collected, we will refund the amount collected for the cancelled product and any associated charge that must also be refunded under applicable law.

A refund following cancellation does not prevent you from exercising any additional right or remedy available under mandatory consumer law.

Payment

Payment must be made using a payment method offered during checkout.

Payment information may be collected and processed by a specialist payment provider. We generally do not directly store complete payment-card numbers or card-security codes.

You authorise the relevant payment provider to process the amount displayed and agreed to during checkout.

We may delay acceptance or fulfilment while payment, identity, address, or fraud checks are completed.

You must not submit payment information that you are not authorised to use.

Made-to-order fulfilment and shipping

Many products are produced or prepared after an order is accepted.

Production time and carrier transit time are separate stages. Any fulfilment or delivery date displayed on the website, at checkout, in an order confirmation, or on a tracking page is an estimate unless expressly stated to be guaranteed.

Products from the same order may be produced or shipped separately and may have different tracking numbers and delivery dates.

Shipping, tracking, customs, address corrections, delayed deliveries, lost shipments, and damaged shipments are handled under our Shipping Policy.

Risk in purchased goods passes to you when the goods are delivered to you or to a person identified by you to receive them, except where applicable law provides otherwise.

Cancellations, returns, refunds, and consumer remedies

Cancellation, withdrawal, return, replacement, and refund requests are handled under our Refund & Return Policy.

Made-to-order production, limited availability, or the fact that production begins after an order is placed does not, by itself, remove a statutory cancellation, withdrawal, consumer guarantee, or product-conformity right.

Certain genuinely personalised or custom-made goods may be excluded from a change-of-mind or statutory withdrawal right where applicable law expressly permits that exclusion.

Our voluntary return arrangements do not replace or limit mandatory consumer rights.

Depending on the applicable law and the nature of a problem, you may be entitled to a repair, replacement, refund, price reduction, cancellation, or compensation for reasonably foreseeable loss.

You should contact Support before returning a product so that we can provide the appropriate instructions and return location.

Promotions and discount codes

Promotions, discount codes, early-access offers, and similar benefits may be subject to additional conditions disclosed with the offer.

Unless stated otherwise:

• promotions cannot be exchanged for cash;
• discount codes cannot be applied after an order has been completed;
• only one discount code may be used per order;
• promotions cannot be transferred or reproduced for unauthorised distribution; and
• promotions may be restricted by customer, account, product, quantity, region, or time period.

We may reject the fraudulent, automated, duplicated, or unauthorised use of a promotion.

We will not withdraw a valid promotion from an order that has already been accepted unless the promotion was obtained or used fraudulently or in material breach of its disclosed conditions.

Account restriction and suspension

We may restrict, suspend, or close an account where we reasonably believe that:

• the account is being used fraudulently or unlawfully;
• account security has been compromised;
• the user has materially breached these Terms;
• the user has repeatedly attempted to evade purchase limits;
• continued access would create a material security, legal, or operational risk; or
• we are required to do so by law.

Where reasonably possible and legally permitted, we will explain the reason for a restriction and provide an opportunity to contact Support.

Account suspension or closure does not remove rights or obligations relating to an accepted order, refund, return, privacy request, dispute, or other matter that arose before the account was restricted.

Intellectual property

The website and its contents, including branding, logos, product artwork, photographs, graphics, text, editorial material, software, page design, databases, and other materials, are owned by or licensed to Exclusive Drops HQ.

Subject to these Terms, we grant you a limited, personal, revocable, non-exclusive, and non-transferable right to access and use the website for lawful personal shopping and account-management purposes.

You must not, without permission:

• reproduce, republish, sell, license, or commercially exploit website content;
• remove copyright, trademark, or ownership notices;
• create misleading copies of our website or branding;
• reverse engineer website software except where a legal right to do so cannot be excluded; or
• represent that you are affiliated with, endorsed by, or authorised to act for Exclusive Drops HQ.

Buying a product does not transfer ownership of intellectual property depicted on or associated with that product.

Information submitted to us

You retain ownership of information and materials you submit to us.

You grant us permission to use information, photographs, documents, and other materials you submit only to the extent reasonably necessary to:

• provide customer support;
• investigate a delivery, damage, payment, security, or account issue;
• process a return, refund, replacement, or consumer remedy;
• comply with legal obligations; or
• perform another purpose you requested or separately authorised.

You must not knowingly submit material that is unlawful, malicious, misleading, or infringes another person’s rights.

Privacy and electronic communications

Personal information is handled in accordance with our Privacy Policy.

By placing an order or creating an account, you agree to receive transactional communications reasonably necessary to operate your account or complete your purchase. These may include order confirmations, security notices, fulfilment updates, tracking messages, support responses, recall information, and changes affecting an existing order.

Transactional communications are separate from marketing communications.

We will only send marketing communications where we have an appropriate lawful basis or consent, and you may unsubscribe using the method provided in the communication.

Third-party services

The website and order process may rely on third-party providers for functions such as payment processing, hosting, communications, fraud prevention, product production, fulfilment, and delivery.

A third party’s own terms may apply where those terms are separately presented to you or where you independently use that third party’s service.

The involvement of a third-party provider does not remove any responsibility we have to you under mandatory consumer law.

Links to external websites are provided for convenience. We are not responsible for independent third-party websites that we do not control.

Website availability and security

We take reasonable steps to maintain the website and protect its systems, but we do not guarantee that the website will always be uninterrupted, error-free, or available.

Access may be temporarily restricted for maintenance, updates, security work, provider outages, unexpected demand, or circumstances outside our reasonable control.

We may introduce reasonable measures during high-demand drops to protect availability, enforce purchase limits, prevent fraud, and maintain fair access.

We are not responsible for an unsuccessful purchase attempt caused solely by normal product sell-out or legitimate demand exceeding available quantities.

Events outside reasonable control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, including natural disasters, severe weather, fire, war, civil unrest, government action, transport disruption, customs delay, industrial action, widespread telecommunications failure, or major provider outage.

This section does not permit us to retain payment indefinitely for products we cannot provide.

If such an event prevents us from fulfilling an accepted order within a reasonable period, we may contact you to offer an updated estimate, an available alternative, or cancellation and a refund.

Your mandatory rights relating to delayed or undelivered goods remain unaffected.

Consumer guarantees and liability

Nothing in these Terms excludes or limits:

• rights or remedies that cannot lawfully be excluded;
• liability for fraud or deliberate misconduct;
• liability for death or personal injury where it cannot legally be excluded;
• liability under mandatory product-safety law; or
• liability arising from a failure to comply with applicable consumer guarantees.

Where permitted by law, we are not responsible for loss that:

• was not reasonably foreseeable when the relevant contract was formed;
• was caused by your unlawful conduct or material breach of these Terms;
• resulted from inaccurate information supplied by you; or
• relates to commercial or business use where the product was purchased primarily for personal or household use.

Any limitation is applied only to the extent permitted by the law applicable to you.

Nothing in this section limits a right to recover reasonably foreseeable loss caused by a breach of a mandatory consumer guarantee.

Changes to the website and services

We may modify, improve, replace, or discontinue website features from time to time.

A change to the website does not alter an accepted order unless:

• the change is required by law;
• the change is necessary to address a material safety or security issue;
• you agree to the change; or
• another right to make the change exists under applicable law.

If a change materially affects an accepted order, we will contact you and provide any remedy required by law.

Changes to these Terms

We may update these Terms to reflect changes to the website, business operations, products, legal requirements, or security practices.

The current version and its effective date will be published on this page.

Changes apply prospectively from the stated effective date. They do not retrospectively alter an accepted order or remove a right that arose under an earlier version.

Where a change materially affects registered customers or an ongoing service, we will provide reasonable notice where required by law.

Continuing to use the website after an updated version takes effect means the updated Terms will apply to future use and future orders.

Complaints and dispute resolution

Please contact Support first if you have a concern about an order, account, product, or these Terms.

We will review the matter in good faith and may request reasonable information needed to investigate it.

Contacting us does not prevent you from contacting a consumer protection authority, payment provider, regulator, court, tribunal, or applicable dispute-resolution service.

Nothing in these Terms requires you to give up a legal complaint or dispute-resolution right available under mandatory law.

Governing law and jurisdiction

These Terms and contracts entered into through Exclusive Drops HQ are governed by the laws of South Australia and the applicable laws of the Commonwealth of Australia.

The courts and tribunals of South Australia have non-exclusive jurisdiction.

This governing-law provision does not remove any mandatory consumer protection, right of withdrawal, jurisdictional right, or remedy provided by the laws of the country or region in which you ordinarily reside.

General provisions

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be interpreted or limited to the minimum extent necessary, and the remaining provisions will continue to apply.

A delay or failure by either party to enforce a right does not waive that right.

Headings are included for convenience and do not affect interpretation.

These Terms, the information presented before purchase, and the policies incorporated into them constitute the agreement relating to your use of the website and purchases from us.

Contact

For questions, complaints, account assistance, or contractual matters, contact:

Exclusive Drops HQ Support
Email: edhqsupport@exclusivedrops.com
Recommended subject line: Terms or Order Enquiry

Operator: Murano Animals
ABN: 96 220 324 478
Location: Morphett Vale SA 5162, Australia