Refund & Returns Policy
At Chadwick Nutrition, we are committed to providing high-quality nutritional supplements for dogs. This policy outlines your rights and our obligations under Australian Consumer Law.
​
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure.
A product is considered to have a major failure if it:
• Is unsafe
• Is significantly different from the description
• Is not of acceptable quality
• Does not do what it is reasonably expected to do
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please contact us as soon as possible after receiving your order if:
• You receive a faulty or unsafe product
• A product is damaged during transit (photo evidence required)
• You receive an incorrect item (photo evidence required)
• A product is missing from your order
Any issues, concerns, or complaints must be reported within 14 days of receipt. This allows us to promptly assess the product, including its condition, storage, and handling. Claims raised outside this timeframe may not be eligible for assessment, particularly where product viability, storage conditions, or extended time has passed.
Once assessed, we will offer an appropriate remedy in accordance with Australian Consumer Law.
Once assessed, we will offer an appropriate remedy in accordance with Australian Consumer Law, which may include:
• Refund
• Replacement
• Store credit
If a product is confirmed to be faulty, we will also cover reasonable return shipping costs where applicable.
INDIVIDUAL RESPONSE & DIGESTIVE SENSITIVITY
As with all nutritional supplements, individual dogs may respond differently. Temporary digestive changes such as loose stools can occur due to individual sensitivity, underlying gut imbalance, or rapid introduction of a new supplement.
These responses do not indicate a product fault. As such, reactions related to individual tolerance are not eligible for refunds under Australian Consumer Law.
Nutritional supplements support normal biological processes and results may vary between individual dogs. A lack of perceived effectiveness does not constitute a product fault.
We recommend introducing all supplements gradually and discontinuing use if adverse symptoms occur. Please contact us for guidance.
TEMPERATURE-SENSITIVE & PERISHABLE PRODUCTS
Due to product viability, we are unable to accept returns for temperature-sensitive or perishable products due to change of mind or no longer requiring the product once delivered.
Exposure to heat or environmental conditions after delivery does not constitute a product fault.
CHANGE OF MIND
We do not offer refunds or exchanges for change of mind.
USED OR OPENED PRODUCTS
For safety and hygiene reasons, we cannot accept returns on opened or used products unless the product is confirmed to be faulty under Australian Consumer Law.
SHIPPING & DELIVERY
Refunds or replacements will not be provided for:
• Delays once an order has left our premises and is with Australia Post or a courier
• Errors in delivery details provided at checkout
• Parcels marked as authority to leave that are missing or stolen after delivery
HOW TO REQUEST A RETURN OR REFUND
Please contact us via email chadwicknutrition@gmail.com
and include:
• Order number or proof of purchase
• Product name
• Reason for the request
• Photo evidence where applicable
Refunds (where approved) will be processed via the original payment method.
VETERINARY DISCLAIMER
Our supplements are intended to support general health and wellbeing and are not intended to diagnose, treat, cure, or prevent disease.
They are not a substitute for veterinary advice.