Refund Policy

90-Day Money-Back Guarantee

We offer a 90-day Money-Back Guarantee, allowing you to request a return within 90 days of receiving your product if you are unsatisfied. We will provide a full store credit for the amount paid, minus shipping costs.

Eligibility for Store Credit Refund

  • Timeframe: Refund requests must be made within 90 days of purchase.
  • Proof of Purchase: A valid order number or receipt is required. All purchases must be made directly from our store. If you purchased the product in-store, please contact the retailer where you made your purchase.
  • Shipping Costs: Refunds apply to the product(s) only; shipping costs are non-refundable.
  • Return Policy: The product must be returned at the customer’s expense before the refund is processed.
  • Refund Tracker:
    • You must track your pets progress weekly with pictures and confirmed dates of pictures taken.
    • You must use the product consistently and for the allocated time period (i.e supplements must be taken daily for 8-10 weeks). This may require purchasing more of the product to ensure you are covered for the allocated period. 

    • Keep empty packaging (tubs, sachets, bottles, etc.) to confirm consistent use. Please submit pictures of these when finalising your refund tracker.

What Disqualifies a Claim

  1. Lack of weekly progress photos with confirmed dates.

  2. Mixing our product with another supplement that could affect results (unless approved by our team).

  3. Missed doses or inconsistent use.

 

How to Claim

Email us within 14 days of completing the 8–10 week period.

Provide:  a weekly photo log (with confirmed dates), proof of consistent use (empty packaging) & a brief summary of your pet’s symptoms and why you feel results were not achieved.

If all conditions are met, you will receive a full refund of the product purchase price (excluding shipping).

Wanting to make a claim? Here is the Refund Request Form

How to Request a Refund

  1. Email fetch@nourishpetco.com.au with your order details, the product(s) you wish to return, and a brief explanation of why the product did not work for your pet.
  2. Our team will review your request and provide further instructions.
  3. Once approved, store credit (minus shipping costs) will be issued to your account for future purchases.

Fair Use Policy

We understand that while our products work well for many pets, individual differences may affect results. Some products may take longer to show benefits. If you request a return, our experienced team may recommend continuing use for a longer period. If symptoms persist, we encourage you to consult your veterinarian for further guidance.

Return Request Period

Return requests must be submitted within 90 days of purchase. Please contact our support team at fetch@nourishpetco.com.au to arrange the return of any products to our facility.

Incorrect Address

Please ensure the shipping address you provide is correct. If you accidentally enter an incorrect address, contact fetch@nourishpetco.com.au as soon as possible, and we will attempt to update it before shipping.

Damaged or Faulty Products

If your product arrives damaged or faulty, please email fetch@nourishpetco.com.au with details of the issue. You may be asked to provide a photo of the product and/or delivery packaging to assist in a quick resolution. Depending on the situation, we will offer an exchange, repair, or refund.