Money-Back Guarantee

At Nourish Pet Co., we stand behind our products and want you to feel confident when purchasing from us.

We offer a 90-day Money-Back Guarantee in addition to your rights under the Australian Consumer Law (ACL). This guarantee applies where a product has been used correctly but has not achieved the expected results for your pet.

Eligibility for a 90-Day Guarantee Refund

To be eligible for a refund under our 90-day Money-Back Guarantee, all of the following conditions must be met:

  • Your refund request must be lodged within 90 days of the original purchase date.

  • A valid order number or proof of purchase must be provided.

  • The product must have been purchased directly from the Nourish Pet Co. website. Products purchased through stockists or third-party retailers must be returned to the original place of purchase.

  • The product must have been used strictly in accordance with the directions on the label, unless otherwise advised by our customer support team.

  • The product must be returned to us once your claim has been approved. Return postage is the responsibility of the customer.

  • Refunds apply to the product purchase price only. Shipping and handling costs are non-refundable.

Our guarantee does not apply to products returned because your pet dislikes the taste, texture or smell. If your pet is fussy, please contact us at fetch@nourishpetco.com.au and we'll happily provide tips to help improve acceptance.

Using the Product & Tracking Your Progress

To assess a guarantee claim fairly, we require reasonable evidence that the product has been used consistently.

This includes:

  • Using the product daily as directed for an appropriate period (generally 8-10 weeks unless advised otherwise).

  • Keeping all product packaging until your guarantee period has ended.

  • Taking clear photos before starting the product and throughout the guarantee period.

  • Recording your pet's progress where possible.

We strongly recommend taking dated photos:

  • Before starting the product.

  • Every 2-4 weeks during use.

  • At the conclusion of the guarantee period.

Customers are encouraged to contact our support team throughout the guarantee period if they have concerns about their pet's progress. This allows our team to provide guidance and ensure the product is being used correctly.

If insufficient evidence of consistent use and progress is provided, we may be unable to approve the voluntary Money-Back Guarantee.

Additional Conditions for Dental Pro+

Dental Pro+ is designed to support your dog's oral health by helping to:

  • freshen bad breath

  • reduce plaque accumulation

  • support a healthier oral microbiome

  • assist in softening existing tartar over time

As every dog's dental health is different, results will vary depending on:

  • the amount of existing plaque and tartar

  • how long dental disease has been present

  • your dog's age and oral health

  • diet and lifestyle

  • consistency of use

Understanding Expected Results

Dental Pro+ is not a replacement for professional veterinary dental treatment where advanced dental disease is present.

While many dogs experience noticeable improvements in breath, plaque and overall oral health within the guarantee period, dogs with moderate or severe tartar build-up may require significantly longer use, alongside appropriate dental care, before meaningful improvements to existing tartar are seen.

The 90-day Money-Back Guarantee is not a guarantee that all existing tartar will be removed within 90 days.

Guarantee claims for Dental Pro+ are assessed based on whether the product has delivered reasonable improvement for your dog's starting oral condition, rather than whether all tartar has completely disappeared.

Starting Photos

To assess Dental Pro+ claims fairly, we require:

  • clear photos before starting the product

  • progress photos throughout the guarantee period

  • final photos at the end of the guarantee period

If starting photos are unavailable, or the condition of your dog's teeth cannot reasonably be assessed, we may be unable to approve a claim under the voluntary Money-Back Guarantee.

If you are unsure whether your dog's teeth are suitable for the 90-day guarantee, we encourage you to email clear photos to fetch@nourishpetco.com.au before purchasing. Our team will happily provide guidance and realistic expectations based on your dog's current dental condition.

What May Prevent a Guarantee Refund

A refund under our voluntary Money-Back Guarantee may be declined where:

  • the product has not been used as directed

  • doses have been missed or usage has been inconsistent

  • insufficient evidence of product use has been provided

  • before and progress photos are unavailable

  • the product has not been used for a reasonable period

  • another product or treatment likely to affect the results has been introduced without notifying our team

  • the claim is submitted outside the 90-day period

  • the returned product is heavily damaged, contaminated or otherwise unsuitable for inspection

Declining a claim under our voluntary guarantee does not affect your rights under Australian Consumer Law.

How to Make a 90-Day Guarantee Claim

Please email fetch@nourishpetco.com.au within 90 days of your purchase with:

  • your order number

  • proof of purchase

  • a description of why the product did not meet your expectations

  • before and progress photos

  • photos of the product packaging (including any empty containers where applicable)

Our team will carefully review your claim based on:

  • your pet's starting condition

  • the consistency of product use

  • the evidence provided

  • whether the product has achieved reasonable results for your pet

If approved, we will provide return instructions.

Once the returned product has been received and inspected, your refund will be processed to your original payment method (excluding shipping costs) unless otherwise agreed.

Australian Consumer Law

Our 90-day Money-Back Guarantee is separate from your rights under Australian Consumer Law.

If a product:

  • is faulty

  • is not of acceptable quality

  • is significantly different from its description

  • arrives damaged

  • or has another issue covered by Australian Consumer Law

you may be entitled to a repair, replacement or refund regardless of this guarantee.

For Australian Consumer Law claims:

  • proof of purchase is required

  • weekly progress photos are not required

  • empty packaging is not required

Where appropriate, Nourish Pet Co. will provide a repair, replacement or refund in accordance with Australian Consumer Law.

Fair Use & Individual Results

Every pet is unique, and supplements work differently depending on factors such as age, health, diet, genetics, consistency of use and the severity of the condition being addressed.

Some pets experience improvements quickly, while others may require longer use before meaningful changes are seen.

For Dental Pro+, improvements in breath and plaque may occur sooner than visible improvements to existing tartar. Dogs with advanced tartar build-up should not expect complete tartar removal within the 90-day guarantee period.

Our team assesses every guarantee claim individually based on the evidence provided and whether the product achieved reasonable progress for your pet's starting condition.

If at any time you are unsure whether the product is performing as expected, we encourage you to contact our team during the guarantee period so we can assist.

Incorrect Shipping Address

Please ensure your shipping address is correct before placing your order.

If you notice an error, contact fetch@nourishpetco.com.au as soon as possible. While we will do our best to update your address before dispatch, we cannot guarantee changes once an order has shipped.

Damaged or Faulty Products

If your order arrives damaged or faulty, please contact fetch@nourishpetco.com.au as soon as possible.

Please include:

  • your order number

  • a description of the issue

  • clear photos of the product and, where applicable, the delivery packaging

We will assess the issue promptly and provide a repair, replacement or refund where required under Australian Consumer Law.