Refund policy
Last updated: 15 September 2026
We want you to feel confident ordering from Natural Pet Supplements. This policy explains our voluntary 30-day change-of-mind returns and your separate rights under the Australian Consumer Law.
30-day change-of-mind returns
You may request a change-of-mind return within 30 days of receiving your order. To be eligible, the item must be:
- unused, unopened and in its original condition;
- in its original packaging and suitable for resale; and
- returned with proof of purchase, such as your order number.
Items we cannot accept for change of mind
- opened or used supplements, treats or other consumable products;
- items that are damaged, altered or missing their original packaging;
- gift cards;
- personalised or custom-made products; and
- clearance or final-sale items where they were clearly marked as such.
These exclusions apply only to change-of-mind returns. They do not limit your rights if a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
How to request a return
- Email hello@naturalpetsupplements.com.au or naturalpetsupplements@outlook.com.
- Include your order number, the item involved and the reason for your return.
- Wait for approval and return instructions before posting anything.
- Pack the item securely and use a trackable postage service.
Please do not send a return without contacting us first. Your return address will be provided privately by email.
Change-of-mind postage and refunds
For an approved change-of-mind return, you are responsible for the return postage. Original shipping charges are not refunded for change-of-mind returns.
Once the item is received and inspected, we will email you with the outcome. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to show the funds in your account.
Faulty, damaged or incorrect items
If an item is faulty, damaged in transit or not what you ordered, contact us as soon as possible with your order number. Photographs of the item, parcel and packaging will help us assess the issue quickly.
Where the Australian Consumer Law applies, we will provide the remedy you are entitled to, which may include a replacement, refund or another appropriate remedy. We will also cover reasonable return costs where required by law. The 30-day change-of-mind period does not limit these rights.
Exchanges
We do not process direct exchanges. For a change of mind, return the eligible item for a refund and place a new order for the product you would prefer. This does not affect remedies available for faulty, damaged or incorrect goods.
Order cancellations
If you need to cancel an order, contact us immediately. We will try to help, but we cannot guarantee cancellation once processing has begun or the parcel has been dispatched. After dispatch, the applicable return conditions above will apply.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
Contact us
Primary email: hello@naturalpetsupplements.com.au
Alternative email: naturalpetsupplements@outlook.com
Customer service: Monday–Friday, 9:00 am–6:00 pm AWST. We usually reply within one business day.