Money-Back Guarantee

We offer a 90‑day money‑back guarantee as a goodwill promise beyond your legal rights under Australian Consumer Law. This means that, even if a product is not faulty, you can ask for a refund if it doesn’t work for your pet, provided you meet the conditions below.

Eligibility for Guarantee Refund

To qualify for a refund under this 90‑day guarantee, all of the following conditions must be met:

  • The refund request and return must be initiated within 90 days of purchase.

  • A valid order number and proof of purchase (e.g., order confirmation email or receipt) must be provided.

  • The purchase must have been made directly from our website (Nourish Pet Co.); purchases from stockists must be returned to the retailer where they were bought.

  • The product must be returned in a clean, resellable condition (unopened or lightly used, with minimal product used).

  • The product must be returned at the customer’s cost; we do not cover return shipping.

  • Refunds under this guarantee apply only to the product amount paid; shipping and handling fees are non‑refundable.

Using the Product & Tracking for the Guarantee

To support your guarantee claim, we require reasonable evidence of how the product was used:

  • Consistent use: The product must have been used as directed on the label for a reasonable period (e.g., supplements used daily for at least 8–10 weeks, unless otherwise advised).

  • Empty packaging: Keep the empty packaging (tubs, bottles, sachets) to confirm usage.

  • Progress evidence: Provide clear photos or a brief log showing:

    • The condition of your pet at the start and progress over time.

    • The product being used (e.g., in the bowl or being administered).

    • Dates on the photos or notes where possible (e.g., photo date stamp or a note in the photo).

If a request is made under the 90‑day guarantee, but we cannot see clear evidence of consistent use and progress, we may decline the guarantee refund (while still assessing any ACL rights separately).

What May Prevent a Guarantee Refund

A refund under this voluntary 90‑day guarantee may not be granted if:

  • The product was not used as directed (e.g., missed doses, inconsistent use), unless alternate use was approved by our team.

  • Another supplement or product that may affect results was used alongside ours and this was not approved by our team.

  • Progress photos or usage logs are not provided, or the evidence is unclear or inconsistent.

  • The request is made after 90 days, or the product is not returned in a clean, resellable condition (e.g., heavily used, damaged in a non‑faulty way, or contaminated).

Declining the guarantee refund does not affect any legal rights under Australian Consumer Law.

How to Claim Under the 90‑Day Guarantee

  1. Contact us by email at fetch@nourishpetco.com.au within 90 days of purchase, including:

    • Your order number and proof of purchase.

    • A brief explanation of why the product didn’t meet expectations for your pet.

  2. Include along with your request:

    • Weekly/brief photos or notes showing your pet’s condition and progress.

    • Photos of the empty packaging (tubs, bottles, sachets) to confirm usage.

  3. If the guarantee is approved, we will send return instructions.

  4. Once the product is returned and inspected as described, we will issue a refund of the product price (excluding shipping) via the original payment method or store credit, as agreed.

Australian Consumer Law Rights (Separate from Our Guarantee)

This 90‑day guarantee is in addition to your rights under Australian Consumer Law. If a product from Nourish Pet Co.:

  • Is faulty, unsafe, not of acceptable quality (e.g., damaged, spoiled, wrong product, or causes a serious adverse reaction in your pet)

… then you may be entitled to a repair, replacement, or refund under the Australian Consumer Law, regardless of this 90‑day guarantee.

For these legal rights:

  • You only need to provide proof of purchase (e.g., order confirmation, receipt, or bank statement).

  • We will not require weekly progress photos or empty packaging as a condition for claiming your ACL rights.

  • If we agree the product is faulty or unsafe, we will offer a repair, replacement, or refund (potentially including shipping if appropriate under the circumstances).

How to Request a Refund

  • For a 90‑day guarantee claim (change of mind / not achieving desired results):

    • Email us at fetch@nourishpetco.com.au with your order details and the reason.

    • We will ask for progress photos (weekly) and evidence of use, then send return instructions.

    • If approved, we will issue a refund of the product price (excluding shipping) once the product is returned.

  • For a claim under Australian Consumer Law (faulty, unsafe):

    • Email us at fetch@nourishpetco.com.au with your order details and a description of the issue (e.g., damage, spoilage, or adverse reaction).

    • You may be asked to provide a photo of the product and/or packaging to help us assess the issue quickly.

    • We will then offer a repair, replacement, or refund as required by law.

Fair Use & Health Advice

We understand that pets respond differently to supplements. Some products may take longer than 8–10 weeks to show benefits, and individual results can vary. If you request a return, we may recommend continuing use for a longer period, unless safety is a concern.

If your pet’s symptoms persist or worsen, we strongly encourage you to speak with your veterinarian for advice and further assessment.

Return Request Period

All guarantee and ACL refund requests must be initiated within 90 days of purchase. Contact our support team at fetch@nourishpetco.com.au to arrange the return of any products to our facility.

Incorrect Address

Please ensure your shipping address is correct when ordering. If you enter an incorrect address, contact fetch@nourishpetco.com.au as soon as possible. We will try to update it before shipping, but once shipped, we cannot always intercept or redirect the order.

Damaged or Faulty Products

If your product arrives damaged or faulty, please email fetch@nourishpetco.com.au with details of the issue. We may ask for a photo of the product and/or delivery packaging so we can resolve it quickly. Depending on the situation, we will offer a replacement, repair, or refund under Australian Consumer Law.