Refund policy

Last updated: 9 October 2026

Vitality.pet is operated by Decide Pty Ltd (ABN 65 008 648 422), trading as HEMP PET, Queensland, Australia. Email hello@vitality.pet.

Your rights under the Australian Consumer Law

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 30-day guarantee below is in addition to these rights. The 30-day time limit, the once-per-product rule and the shipping exclusion apply only to our 30-day guarantee. They do not limit your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act or other consumer laws that apply to you.

Our 30-day guarantee

If a product isn't right for your dog, contact us within 30 days of delivery and we'll refund the price of that product. You'll usually need to open and try a product to know, so opened products are covered.

The guarantee covers your satisfaction with the product. It is not a promise of a particular health result.

How to claim under the guarantee

1. Email hello@vitality.pet within 30 days of delivery.
2. Include your order number and a short note on why the product didn't suit your dog.
3. We'll confirm your refund by email. You don't need to send opened products back unless we ask.

Guarantee refunds go to your original payment method. Original shipping costs aren't refunded under the guarantee. The guarantee applies once per product per customer.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or not what you ordered, email us with your order number and a photo. We'll replace it or refund it in full, including shipping. If we ask you to send the item back, we pay the reasonable cost of returning faulty goods.

Customers in the EU and UK: your right to cancel

If we deliver to you in the European Union or the United Kingdom, you can cancel your order within 14 days after you receive the goods, without giving a reason. To cancel, tell us clearly before the 14 days end, for example by using the Withdraw from contract here link or by emailing hello@vitality.pet with your name, order number and the items you are cancelling.

We will refund the price you paid and the standard delivery cost within 14 days of receiving the goods back, or proof that you have sent them, whichever is earlier. You pay the direct cost of returning the goods unless they are faulty. This right is in addition to our 30-day guarantee.

Complaints

Please email hello@vitality.pet with your order number. We aim to reply within 2 business days and to resolve complaints within 14 days. If you are not satisfied, Australian customers can contact the Office of Fair Trading Queensland, New Zealand customers the Disputes Tribunal, and other customers their local consumer authority.