Returns and Refunds Policy

PETRITION PET SUPPLEMENTS

Returns & Refunds Policy

 

We take pride in the quality of our products and want you to be confident in every Petrition purchase. Please read this policy carefully as it outlines the circumstances under which returns and refunds are accepted.

 

1. About Our Supplements

Petrition products are nutritional supplements formulated to support your dog's internal health over time. As with all supplements, results vary between individual animals depending on age, breed, size, diet, and overall health status. Benefits are cumulative and work internally, they are not always visible externally, and improvement is not guaranteed within any specific timeframe.

We are unable to offer refunds solely on the basis that a customer did not observe a visible difference in their dog. This is consistent with how supplements work and is standard across the supplement industry for both humans and animals.

 

2. 90-Day Satisfaction Guarantee — Conditions

We offer a 90-day satisfaction guarantee on first-time purchases only, subject to the following conditions:

• The guarantee applies to one jar per customer, per product. If multiple jars were purchased, only the value of one jar is eligible for refund.
• Any additional jars purchased beyond the first must be returned unopened and in original sealed packaging to be eligible for a refund on those additional units.
• The product must be returned to us — including the empty or partially used container — before a refund can be processed. We do not issue refunds without receiving the returned item.
• The return request must be made within 90 days of the delivery date.
• Proof of purchase (order number or receipt) must be provided.
• The customer must contact us at hello@petrition.com.au before returning any item.

 

The 90-day guarantee does not apply to repeat purchases of the same product. It is intended to give new customers confidence to try our products for the first time.

 

3. What Must Be Returned

To be eligible for a refund under the satisfaction guarantee or any other return, the following must be returned to us:

• The original product container, whether empty, partially used, or unopened.
• Any additional unopened jars included in the original order if a refund is being requested on those units.

Returns received without the original container, or returns found to contain different or substituted contents, will not be eligible for a refund and may be reported to the relevant authorities. We photograph and weigh all returns upon receipt.

 

4. Opened or Partially Used Products

Outside of the 90-day first-purchase guarantee, we do not accept returns or issue refunds for products that have been opened or partially used, except in the following circumstances:

• The product was received damaged, faulty, or spoiled.
• An incorrect product was sent due to a fulfilment error on our part.

 

If you believe your product is faulty or was incorrectly sent, please contact us within 7 days of delivery at hello@petrition.com.au with your order number and a photo of the product. We will assess your claim and, if approved, arrange a replacement or refund at no cost to you.

 

5. Fully Used Products

Products that have been fully used or whose containers are empty are not eligible for return or refund outside of the 90-day first-purchase guarantee. Under the guarantee, the empty container must still be returned as outlined in Section 3.

 

6. Return Shipping

Customers are responsible for all return postage costs. This applies regardless of whether the original order was sent with free or paid shipping.

• Return postage is at the customer's expense and is non-refundable.
• We strongly recommend using a trackable postage method. We cannot accept responsibility for returns lost in transit.
• Items must be returned to: Petrition Pet Supplements, 10/16 Aquatic Drive, Frenchs Forest NSW 2086.
• Do not return any item without first contacting us and receiving confirmation. Unauthorised returns may not be processed.

 

7. Restocking Fee

A restocking and handling fee of $7.95 (AUD) applies to all approved returns. This fee will be deducted from the refund amount at the time of processing.

 

8. Original Shipping Fees

Original shipping fees paid at checkout are non-refundable. If your order was sent with free shipping, no shipping deduction applies; however, the $7.95 restocking fee still applies to all approved returns.

 

9. Refund Process

Once we receive and inspect the returned item, we will notify you of the outcome within 3 business days. If approved, your refund (less any applicable fees) will be issued to your original payment method within 5 to 7 business days.

 

10. Fraud Prevention

Our returns policy is designed for genuine customers. We reserve the right to refuse, deny, or cancel any return or refund request where we reasonably believe the claim is invalid, fraudulent, made in bad faith, or does not comply with these terms. This includes but is not limited to returns found to contain empty, substituted, or tampered containers. Our decision in such matters is final to the extent permitted by law.

 

11. Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. If the failure is minor, we may choose to repair or replace the product. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.