Refund policy

Last updated: 22 August 2026

This policy applies to purchases from superpets.co and any other sales channel operated by Obsidian Pty Ltd trading as Superpets ("Superpets", "we", "us", "our").

This policy sits alongside — and does not limit — your rights under the Australian Consumer Law (ACL), which is Schedule 2 to the Competition and Consumer Act 2010 (Cth).

1. 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.

Among other things, this means the products we sell must:

  • be of acceptable quality — safe, durable, free from defects, acceptable in appearance and finish, and doing all the things a product of that kind is ordinarily expected to do;
  • match the description, sample or demonstration model we gave you;
  • be fit for any purpose we told you about, or any purpose you told us about before you bought and that we agreed the product would meet;
  • come with any express warranty we have given honoured.

A major failure is where a reasonable consumer would not have bought the product had they known about the problem, the product is significantly different from its description, the product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time, the product is substantially unfit for a purpose you told us about, or the product is unsafe.

  • Major failure: you choose between a refund, a replacement, or keeping the product and asking for compensation for the drop in value.
  • Minor failure (a problem that can be fixed): we may choose to repair, replace or refund. We will do this within a reasonable time. If we take too long, you can reject the product and choose a refund or replacement.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage caused by a failure of a consumer guarantee.

We will pay the cost of return where a product has a failure of a consumer guarantee, including where the product is too large, too heavy or too difficult to return. We may ask you to send photos or a short description first so we can arrange the most practical method.

You do not need proof of purchase in a particular form — any reasonable proof (order number, bank statement, order confirmation email) is enough.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

2. Love It or Your Money Back — our 90-day guarantee

This is a voluntary guarantee we offer in addition to your ACL rights. It gives you more than the law requires, and it does not replace or limit anything in Section 1.

What it covers

The Love It or Your Money Back guarantee applies to Superpets supplement products — currently Gut Health Support, in single purchases, bundles and subscriptions.

It does not apply to any non-supplement items we may sell in future, such as accessories, merchandise or gift cards. Those items are still fully covered by your consumer guarantee rights in Section 1, and by our change-of-mind approach in Section 3. Where an item is not covered by this guarantee, we say so clearly on its product page.

The guarantee

If you are not satisfied with a Superpets supplement for any reason, contact us within 90 days of the delivery date and we will refund the purchase price of that product.

How it works

  1. Email hello@superpets.co with your order number and a short note about what didn't work for you. (The note is genuinely just so we can improve the product — it is not a condition of the refund.)
  2. We will confirm your refund and let you know whether we need the product returned. In most cases we do not require the product to be sent back.
  3. If we do ask you to return the product, we pay the return postage and will send you a prepaid label.
  4. We process approved refunds within 2 business days of approval, back to your original payment method. Your bank or card issuer may take a further 3–10 business days to show the funds.

What the guarantee covers

  • The full purchase price you paid for the product, including any shipping you paid on that order.
  • Supplement products bought directly from us. Products bought from a stockist, marketplace or reseller must be returned to that seller — though your ACL rights against us as manufacturer/importer still apply.
  • Where a supplement is bought as part of a bundle with non-supplement items, the guarantee covers the supplement portion of the order.

Reasonable limits

  • The guarantee applies to the first purchase of each distinct supplement, per customer or household. Repeat orders of a supplement you have already tried are covered by your ACL rights and by Section 3 below, not by this guarantee.
  • We may decline a claim where there is clear evidence of abuse of the guarantee — for example, repeated claims across multiple accounts, or bulk quantities bought for resale. We will always tell you in writing if we do this, and your ACL rights are unaffected.

Guarantee details (required disclosure)

Who gives this guarantee Obsidian Pty Ltd trading as Superpets
Email hello@superpets.co
What it applies to Superpets supplement products — Gut Health Support
Period 90 days from the date your order is delivered
What we will do Refund the purchase price of the supplement
What you must do Contact us within the 90-day period with your order number
Who pays the cost of claiming We do — including return postage where a return is requested

3. Change of mind

We are not required by law to give a refund for change of mind. In practice, our Love It or Your Money Back guarantee above covers most change-of-mind situations on supplements, and we would rather you use it than be stuck with something you don't want.

Outside the 90-day window, we may offer a refund, exchange or credit at our discretion. Products must be unopened, unused and in resalable condition, and you will need to cover return postage.

4. Faulty, damaged or incorrect items

If your order arrives damaged, incorrect, or with a product that is faulty, past its use-by date, or not as described:

  1. Contact us at hello@superpets.co with your order number and photos of the item and packaging, ideally within 7 days of delivery so we can also pursue the courier.
  2. We will arrange a replacement, a refund or a repair (as applicable) in line with your ACL rights in Section 1, at no cost to you.
  3. Please do not dispose of a damaged item until we have confirmed we no longer need it.

Reporting after 7 days does not waive your rights — consumer guarantees apply for a reasonable period based on the nature of the product. It just helps us resolve it faster.

5. Subscriptions

You can cancel a Superpets subscription at any time, with no cancellation fee, exit charge, or minimum term. See the Terms of Service for how cancellation works and how it affects orders already dispatched.

  • Cancelling before your next billing date means you are not charged again.
  • If an order has already been billed and dispatched, that order still ships. It remains covered by this policy, including the Love It or Your Money Back guarantee where it is your first purchase of that supplement.
  • If you were charged after cancelling, or charged in error, contact us and we will refund it in full.

6. Recalls and safety

If we ever recall a product, we will contact affected customers using the details on their order, publish the recall on our website, and provide a full refund or replacement plus reimbursement of reasonable costs, regardless of when you purchased.

7. Consulting your vet

Superpets products are complementary supplements. They are not medicines and are not a substitute for veterinary diagnosis or treatment. If your dog has a health condition, is pregnant, is on medication, or reacts poorly to a product, stop use and speak to your vet. Please also let us know at hello@superpets.co — we take adverse reaction reports seriously and will investigate.

8. Problems we can't resolve

We want to sort things out directly. If we can't, you can contact the ACCC or your state or territory consumer protection agency:

  • ACCC — accc.gov.au / 1300 302 502
  • NSW Fair Trading — fairtrading.nsw.gov.au / 13 32 20
  • Consumer Affairs Victoria — consumer.vic.gov.au / 1300 55 81 81
  • Office of Fair Trading QLD — qld.gov.au/fairtrading / 13 74 68
  • Other states and territories: see accc.gov.au for contact details

9. Contact us

Superpets (Obsidian Pty Ltd)
Email: hello@superpets.co

We aim to respond within 1 business day.