Terms & Conditions

1. Acceptance of Terms

Before placing your order, please read these Terms & Conditions carefully. By accessing our website or placing an order with Nourish Pet Co., you agree to be bound by these Terms & Conditions, our Privacy Policy, and our Returns & Refunds Policy.

Nothing in these Terms is intended to exclude, restrict or modify any rights you have under the Australian Consumer Law (ACL).

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2. Intellectual Property

All content on this website, including text, product descriptions, information, photographs, illustrations, artwork, graphics, logos, brand names and trademarks, is owned by or licensed to Nourish Pet Co. and is protected by copyright, trade mark and other intellectual property laws.

You may view, download and print content from this website for your personal, non‑commercial use only. You must not reproduce, distribute, publish, transmit, modify, sell or license any content from this website without our prior written consent.

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3. Accuracy of Information

We aim to ensure that product information, images, pricing and descriptions on this website are accurate and up to date. However, we do not warrant that the information is free from typographical errors, inaccuracies or omissions and we may correct any errors or update information at any time without notice.

You should contact us directly if you need to confirm any details before relying on material on this website.

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4. Buyers & Eligibility

You may buy goods from our online store by completing the order form on our website. To purchase goods, you must be at least 18 years of age. By placing an order, you confirm that you are at least 18 and that all information you provide is true, accurate and not misleading.

You agree to deal with us in good faith and in compliance with all applicable laws. We may cancel orders where we reasonably believe you have not dealt with us in good faith or have breached applicable laws. If your payment has been processed and we cancel your order, we will notify you and arrange a refund of the amount charged (less delivery charges and any applicable duties, where permitted by law).

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5. Orders

You may be required to create an account or provide certain details to place an order. Once you submit an order, you may not be able to cancel or modify it, so please check your details carefully.

All orders are subject to our acceptance at our discretion. We may reject or cancel an order (for example, where products are unavailable, where there is a pricing error, or where we suspect fraudulent activity). If we cancel your order after payment is received, we will refund the amount paid for the cancelled items.

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6. Prices

All prices are in Australian dollars (AUD). Unless stated otherwise, prices include GST but exclude delivery, customs duties and other taxes, which may be added at checkout.

We may change prices at any time without notice. The price payable for the product is the price listed on the website at the time you submit your order.

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7. Payment

Full payment (product price plus any applicable delivery charges) is required at checkout. We accept payment by Visa, MasterCard, American Express, PayPal, Afterpay, Klarna and Shopify Pay (as available on the site from time to time).

Payments are processed via secure payment gateways and card details are not stored on our servers. Large or unusual transactions may be subject to additional verification and may delay dispatch while we confirm details with you.

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8. Errors & Availability

From time to time, there may be errors on our website such as incorrect pricing, descriptions or availability information. We reserve the right, to the extent permitted by law, to correct any errors, cancel affected orders, or update information at any time.

All goods are offered subject to stock availability. If an item is out of stock after you place an order, we may contact you to offer a substitute product or partial fulfilment. If you do not accept a substitute and your card has been charged, we will cancel the unavailable portion of your order and refund that amount.

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9. Delivery / Shipping

9.1 Order Processing & Confirmation

Orders are usually processed within 1–2 business days from receipt of full payment. You will receive an order confirmation email at the address you provided at checkout. If you do not receive it, please check spam/junk folders or contact us with your name and any available details.

9.2 Shipping within Australia

All items are shipped from our facility in Carrara, QLD. We aim to deliver orders within approximately 3–7 business days from dispatch, subject to courier networks and peak periods.

Standard shipping is charged at a flat fee (e.g. $10.95) within Australia. We may offer free shipping for orders over a stated threshold (e.g. $120 AUD), except during sale periods where different rates may apply. Express shipping may be offered for an additional fee. During sale events, dispatch may take longer than usual.

9.3 International Shipping

For international destinations, orders are usually dispatched within 24 hours by Australia Post Airmail (or an equivalent service) and typically arrive within 5–10 working days, depending on the country and carrier. Delivery timeframes are estimates only and may vary due to customs and local postal services.

International customers are responsible for any customs duties, taxes or import fees.

9.4 During Sale Periods

During sale periods, we may temporarily adjust shipping fees and disable free‑shipping thresholds. Any such changes will be displayed at checkout and apply for the duration of the promotion.

9.5 Postage Protection & Priority Processing

If you select a “priority processing” or “postage protection” option at checkout, your order will be prioritised for dispatch and may include additional coverage for loss, theft or damage in transit, as described on the product or cart page.

If you do not purchase postage protection and your order is lost, stolen or damaged in transit, we will still assess the situation in line with your rights under the ACL and our carrier policies, but additional protections that form part of that optional service may not apply.

9.6 Tracking

All orders are sent with tracking where available. A tracking link or number will be provided once your order is dispatched.

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10. Incorrect Address

Please ensure your shipping address is complete and accurate at the time of ordering. If you realise there is an error, contact us at fetch@nourishpetco.com.au as soon as possible.

We will use reasonable efforts to update your details before dispatch but cannot guarantee changes can be made once the order is in process. If an order is delivered to an incorrect address supplied by you and cannot be recovered, we may not be able to resend or refund the order, subject to any rights you may have under the ACL.

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11. Australian Consumer Law – Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

A product may have a “major failure” if, for example, it:

• has a problem that would have stopped you buying it had you known about it,

• is significantly different from the description,

• is substantially unfit for its normal purpose and cannot easily be fixed, or

• is unsafe.

Nothing in our Returns & Refunds Policy or these Terms is intended to exclude or limit these statutory rights.

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12. Returns, Refunds & 90‑Day Money‑Back Guarantee

Our detailed Returns & Refunds Policy (including our 90‑Day Money‑Back Guarantee) forms part of these Terms & Conditions. In summary:

• For products that are faulty, damaged, unsafe or not fit for a disclosed purpose, you may be entitled to a repair, replacement or refund in accordance with the ACL.

• Separately, we offer a 90‑day money‑back guarantee for “did not work for my pet” situations, subject to specific conditions (including evidence of use and progress tracking). This guarantee does not limit your ACL rights.

The full policy is set out below under “Returns & Refunds Policy”.

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13. Product Warranties & Voluntary Guarantees

In addition to ACL consumer guarantees, we may from time to time offer our own express warranties or guarantees (such as our 90‑day money‑back guarantee). Any such warranty or guarantee is subject to the specific terms that accompany it, and those promises become additional rights enforceable by you under the ACL.

To the extent permitted by law, and except for ACL rights and any express warranties we provide, we exclude all other conditions, warranties and guarantees, whether express or implied. Nothing in this clause excludes, restricts or modifies any rights or remedies you have under the ACL.

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14. Limitation of Liability

To the maximum extent permitted by law, we are not liable for any indirect, incidental, special or consequential loss or damage arising out of or in connection with your use of our website or the purchase or use of our products (for example, loss of profits or revenue), except where we cannot exclude such liability under the ACL or other applicable law.

Where our liability cannot be excluded, and to the extent permitted by law, our liability is limited, at our option, to:

• replacing the goods or supplying equivalent goods,

• repairing the goods, or

• paying the cost of replacing or repairing the goods.

This clause does not limit or exclude any liability for personal injury or damage to property caused by our negligence, or any other liability that cannot be excluded under the ACL.

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15. Indemnity

You agree to indemnify and hold harmless Nourish Pet Co., our officers, employees, contractors and agents from any claims, losses, damages, liabilities and expenses (including legal costs) arising out of your breach of these Terms, misuse of our website, or unlawful conduct, except to the extent caused by our negligence or breach of the ACL.

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16. Privacy & Security

We collect, use and store your personal information in accordance with our Privacy Policy. Personal information is used primarily to process orders, deliver products and communicate with you about our services.

Payment details are processed securely by our payment providers and are not stored by us. When checking out, please ensure the padlock icon is visible in your browser, indicating an encrypted connection.

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17. Contact Us

You can contact Nourish Pet Co. by:

• Email: fetch@nourishpetco.com.au

• Mail: Nourish Pet Co., 19 City Link Drive, Carrara QLD 4211, Australia

• Via the Contact page on our website.

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18. Changes to These Terms

We may update these Terms & Conditions from time to time by posting a revised version on our website. The updated Terms will apply to orders placed after the date they are published.

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19. Governing Law

These Terms are governed by the laws of Queensland, Australia. You submit to the non‑exclusive jurisdiction of the courts of Queensland and their appellate courts.

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Returns & Refunds Policy (including 90‑Day Guarantee)

This Returns & Refunds Policy should be read together with our Terms & Conditions. Nothing in this Policy limits your rights under the Australian Consumer Law.

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1. Your Rights under Australian Consumer Law (ACL)

Our products come with guarantees that cannot be excluded under the ACL.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe a Nourish Pet Co. product is:

• faulty, damaged or unsafe,

• does not match the description on our website
  

please contact us as soon as possible at fetch@nourishpetco.com.au with your order number and details of the issue.

We may ask for reasonable evidence (e.g. photos of the product, packaging, and any adverse reaction) to help us assess your claim quickly. Where the issue is covered by the ACL, we will offer an appropriate remedy (repair, replacement or refund) and may cover reasonable return shipping costs, as required by law.

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2. 90‑Day Money‑Back Guarantee (Voluntary)

In addition to your rights under the ACL, we offer a 90‑day money‑back guarantee for customers who are not satisfied with the results of our products for their pet, even where there is no fault.

This guarantee is a voluntary promise and does not limit your ACL rights.

2.1 Eligibility

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

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

• The product must have been purchased directly from the Nourish Pet Co. website (for in‑store purchases, please contact the retailer).

• You must provide proof of purchase (order number, receipt or order confirmation email).

• The product must have been used consistently according to the directions on the label for a reasonable period (e.g. daily use for 8–10 weeks, unless otherwise advised).

• You must provide reasonable evidence of use and your pet’s progress (see “Refund Tracker” below).

• Unless otherwise agreed, you are responsible for the cost of returning the product.

Refunds under this guarantee apply to the product price only and exclude shipping and handling costs.

2.2 Refund Tracker Requirements

To support a 90‑day guarantee claim, we ask you to:

• Track your pet’s progress (weekly) with photos and/or brief notes, including approximate dates.

• Use the product as directed on the label throughout the recommended period (e.g. 8–10 weeks of daily use). This may require purchasing additional product to cover the full period.

• Keep empty packaging (tubs, sachets, bottles etc.) as evidence of consistent use and provide photos of this when finalising your claim.

If we cannot see reasonable evidence of consistent use and progress, we may decline the 90‑day guarantee claim while still considering any rights you may have under the ACL.

2.3 What May Disqualify a 90‑Day Guarantee Claim

We may decline a claim under this voluntary guarantee if:

• You do not provide requested progress photos, notes or proof of use.

• The product was not used as directed (for example, frequent missed doses or stopped early) without our prior approval.

• You used our product in combination with another supplement or treatment that could meaningfully affect results, and this was not approved by our team.

• The request is made more than 90 days after purchase.

Declining a voluntary guarantee claim does not affect any remedies you may be entitled to under the ACL.

2.4 How to Claim under the 90‑Day Guarantee

1. Email fetch@nourishpetco.com.au within 90 days of purchase.

2. Include:

   • Your name and order number.

   • The product(s) you are claiming for.

   • A brief summary of your pet’s symptoms and why you feel results were not achieved.

   • Your progress photos/log and photos of empty packaging.

3. We will review your request and, if approved, provide instructions for returning the product (if required).

4. Once we receive any required returns and confirm eligibility, we will process a refund of the product price (excluding shipping), either to your original payment method or as store credit, as agreed.

You may also lodge a claim using our online Refund Request Form (link as provided on our website).

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3. Change‑of‑Mind Returns (Outside 90‑Day Guarantee)

We are not required by law to accept change‑of‑mind returns. Outside our 90‑day guarantee, we generally do not offer refunds or store credit for change‑of‑mind, opened or used products, except where required under the ACL.

Any change‑of‑mind return accepted at our discretion will usually be for unopened, resellable products and may be refunded as store credit only, with return shipping at your cost.

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4. Damaged or Incorrect Products on Arrival

If your order arrives damaged, leaking, or you receive the wrong product, please contact us at fetch@nourishpetco.com.au within 7 days of delivery with:

• Your order number.

• Photos of the product and packaging.

• A short description of the issue.

We will assess the situation and, where appropriate under the ACL, arrange a replacement, repair or refund. In most cases of confirmed damage in transit or incorrect fulfilment, we will cover reasonable return or replacement shipping costs.

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5. Shipping Costs for Returns

• For ACL‑related returns (faulty, unsafe, major failure), we will bear return shipping costs or provide a pre‑paid return label where required by law.

• For 90‑day guarantee claims or change‑of‑mind returns, you are generally responsible for return shipping costs, unless we agree otherwise in writing.

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6. Fair Use & Veterinary Advice

Pets respond differently to supplements and products. Some may take longer to show results, and individual outcomes can vary.

Our team may recommend continuing use for a longer period where safe to do so. If your pet’s symptoms persist, worsen or you are concerned at any time, please seek advice from your veterinarian.