Returns, Refunds & Our Vitality Promise

Good care starts with clear expectations. Here’s how our VitaChews Vitality guarantee works, what to do if something arrives damaged, and how to contact the PAWS TO TAILS team.

Change-of-mind returns

Please choose carefully. We do not offer refunds or exchanges for change of mind, including incorrect size or colour selection, ordering the wrong item, or deciding you no longer want a product.

This applies to all products, including personalised items and clearance stock.

This does not affect your rights under Australian Consumer Law or eligible claims under our VitaChews Vitality guarantee.

VitaChews Vitality: 90-Day Guarantee

Consistent care takes time. Our voluntary 90-day guarantee gives first-time VitaChews Vitality customers the opportunity to assess their dog’s progress after following the program.

This guarantee applies only to the VitaChews Vitality Program. It does not apply to VitaChews Protect or other products.

Who is eligible?

To qualify, you must:

• Be purchasing the Vitality Program for the first time, with one guarantee claim permitted per household.

• Have purchased through pawstotails.com.au, our former happydogco.com.au website, or an authorised retail partner.

• Use the program consistently for at least 90 days from delivery, following the recommended program instructions and feeding amounts for your dog’s weight.

• Take clear before photos at the start of the program and after photos following the completed 90-day period.

• Complete our refund assessment form and submit both sets of photos.

Where possible, take the photos from similar angles and in similar lighting so we can fairly review your dog’s progress. The form also allows you to describe changes that may not be visible in photos.

What can be refunded?

If your dog has not shown improvement after completing the program requirements, an eligible claim provides a pro-rata refund for unconsumed VitaChews remaining from your original Vitality Program purchase.

Please note:

• This is not a full refund of the program purchase price.

• Chews already consumed are not refundable under this voluntary guarantee.

• Fully consumed programs have no refundable balance under this guarantee.

• Remaining chews must be returned in their original tubs, including partially used tubs, following our return instructions.

• The refund is calculated using the amount paid for the eligible VitaChews and the proportion remaining.

• Original delivery charges and return postage are not covered by this voluntary guarantee.

These limitations do not apply where you are entitled to a remedy under Australian Consumer Law.

How to make a guarantee claim

1. Email us after completing 90 days at hello@pawstotails.com.au with the subject VITALITY GUARANTEE – [ORDER NUMBER].

2. Include your proof of purchase, delivery date, your dog’s weight and the feeding amounts used.

3. Complete the refund assessment form we provide and submit your before and after photos.

4. Wait for our assessment and return instructions before posting any products.

5. Return the remaining eligible VitaChews as instructed. Please keep your postage receipt and tracking details.

We may ask for clarification about your dog’s progress or how the program was used.

Once your claim is approved and the required returned products have been received and checked, we will issue the eligible refund to your original payment method within 7–10 business days. Your payment provider may take additional time to display it.

What is excluded?

Our voluntary Vitality guarantee does not cover:

• Repeat or subsequent Vitality Program purchases.

• Claims made before completing the minimum 90-day period.

• Claims without the required before and after photos or completed assessment form.

• Programs not used according to the recommended instructions.

• Consumed chews or fully consumed programs.

• Change-of-mind purchases.

• Purchases from unauthorised sellers.

We may decline claims involving false information, duplicate claims or misuse of the guarantee. We will explain the reason if a claim is declined.

The photo, form and program-use requirements apply only to this voluntary guarantee. They are not conditions for exercising your Australian Consumer Law rights.

Arrived broken, damaged or incorrect?

Let’s get it sorted. Please inspect your order when it arrives and email hello@pawstotails.com.au within 14 days of delivery if an item arrives broken, damaged or incorrect, so we can promptly assess it and arrange a replacement where appropriate.

Use the subject ORDER ISSUE – [ORDER NUMBER] and include:

• Your order number or proof of purchase.

• A short description of the issue.

• Clear photos of the item and any damage.

• Photos of the packaging and shipping label, where relevant.

Keep the item and packaging while we review your request. Please stop using any product that appears unsafe.

We will assess the issue and arrange the appropriate remedy. Where a replacement is appropriate, it will be provided at no additional cost.

The 14-day period is our requested notification timeframe for delivery issues. It does not limit your rights under Australian Consumer Law. If a fault becomes apparent later, please contact us as soon as you discover it.

Returning an item

Please contact us before sending anything back so we can assess your request and provide the correct return address and instructions.

For an approved Vitality guarantee return, you are responsible for return postage. For a confirmed faulty, damaged or incorrect item, we will arrange return postage or reimburse reasonable return costs where required by law.

Original packaging is helpful when assessing delivery damage, but it is not a requirement for a remedy under Australian Consumer Law.

Your Australian Consumer Law rights

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor problem, we will provide an appropriate remedy within a reasonable time. If it cannot be resolved within a reasonable time, you may have further rights to a refund or replacement.

These rights apply to all eligible products, including opened products, personalised products and clearance items. They are additional to our voluntary Vitality guarantee and are not restricted by its eligibility rules, refund limits or timeframes.

Need a hand?

Email hello@pawstotails.com.au with your order number and details of your enquiry. Our team will guide you through the next steps.