Terms of service

Last updated: 22 August 2026

1. About us and these terms

This website (superpets.co) and the Superpets brand are operated by Obsidian Pty Ltd ("Superpets", "we", "us", "our").

These Terms of Service ("Terms") govern your use of our website and your purchase of products from us. Our Refund & Returns Policy, Shipping Policy and Privacy Policy form part of these Terms.

By using the site or placing an order, you agree to these Terms. If you don't agree, please don't use the site.

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. Where a term of these Terms would be void or unenforceable under the ACL, it applies only to the extent it is lawful.

2. Eligibility

You must be at least 18 years old and legally able to enter a contract to buy from us. By ordering, you confirm you are.

3. Your account

You may create an account to manage orders and subscriptions. You are responsible for keeping your login details secure and for activity under your account. Tell us promptly at hello@superpets.co if you think your account has been accessed without your permission.

We may suspend or close an account where there is fraud, a chargeback made in bad faith, abuse of our staff, or a serious breach of these Terms. We will give you notice and a reason unless we are legally prevented from doing so, and we will refund any amounts you have paid for products you haven't received.

4. Products and information

We work hard to describe our products, ingredients and sourcing accurately, and to keep images and nutritional information current. Minor variation in colour, packaging or presentation can occur.

Superpets products are complementary pet supplements. They are not veterinary medicines. Nothing on our site is veterinary advice, a diagnosis, or a treatment plan. Always consult your veterinarian about your dog's health, especially if your dog is unwell, pregnant, taking medication, or has an existing condition.

Any testimonials, reviews or results shared on our site reflect individual experiences and are not a promise of a particular outcome for your dog.

5. Orders

  • Product listings are an invitation to buy, not an offer. Your order is an offer to buy.
  • A contract is formed when we send you an order confirmation or dispatch confirmation, whichever comes first.
  • We may decline or cancel an order before dispatch — for example if the product is out of stock, we can't ship to your address, we suspect fraud, or there is a pricing or description error. If we do, we will tell you and refund you in full within 3 business days.
  • If a genuine pricing error is obvious (for example, a decimal point in the wrong place) we may cancel rather than supply at that price. We won't use this clause to walk away from ordinary sale pricing or a deal we simply regret.

6. Prices, GST and payment

  • Prices are in Australian dollars (AUD) and include GST where applicable, unless stated otherwise.
  • Prices exclude shipping unless stated. Shipping is shown at checkout before you pay.
  • We may change prices at any time, but changes never affect an order already confirmed. For subscriptions, see Section 7.
  • We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. Payments are processed by Shopify Payments; we don't store your full card details.
  • We do not currently offer buy-now-pay-later options.
  • Third-party payment and wallet providers have their own terms, which apply between you and them.

7. Subscriptions — cancel any time

7.1 How subscriptions work

If you choose a subscription, you authorise us to charge your saved payment method on a recurring basis at the interval you select — monthly (every 30 days) or quarterly (every 90 days) — until you cancel. We will tell you the price, the interval and the first billing date clearly before you subscribe.

7.2 Cancel any time

You can cancel your subscription at any time. There is no minimum term, no lock-in, no cancellation fee and no exit charge.

To cancel, either:

  • log in to your account and cancel in the Manage Subscription area; or
  • email hello@superpets.co from the address on your account.

Cancellation takes effect immediately for all future billing. We will send written confirmation.

Please cancel at least 24 hours before your next billing date. If you cancel after an order has already been billed and dispatched, that order will still be delivered — but if you tell us you no longer want it, our Love It or Your Money Back guarantee and your ACL rights still apply, and you will not be charged again.

You can also pause, skip a delivery, or change your delivery interval at any time from your account.

7.3 Reminders

We will email you at least 3 days before each renewal charge, showing the amount and the date, with a one-click link to skip, pause, change or cancel.

7.4 Changing subscription prices

If we change the price of your subscription, we will give you at least 14 days' written notice before the change takes effect. You can cancel at any time before then and will not be charged the new price. If you don't cancel, the new price applies from the next billing date after the notice period.

7.5 Failed payments

If a payment fails, we will notify you and may retry up to 3 times over 7 days. If payment still can't be processed, we will pause your subscription. We won't charge you a failed-payment fee.

8. Delivery

Delivery is covered by our Shipping Policy, which forms part of these Terms.

We will deliver within the timeframe shown at checkout or, if none is shown, within a reasonable time. Risk in the products passes to you on delivery. Title passes when we have received payment in full.

9. Returns and refunds

Returns, refunds, our Love It or Your Money Back guarantee (which applies to supplement products) and your consumer guarantee rights are set out in our Refund & Returns Policy, which forms part of these Terms.

10. Consumer guarantees

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.

11. Using our website

You may use our site for lawful personal purposes. You must not:

  • interfere with, damage or disrupt the site or its security;
  • use bots, scrapers or automated tools to extract data without our written consent;
  • copy, resell or commercially exploit our content, product listings or images;
  • post content that is unlawful, misleading, defamatory, offensive, or infringes someone else's rights;
  • misrepresent your identity or your relationship with any person or business.

We may remove content or restrict access where these rules are breached.

12. Reviews and user content

If you submit a review, photo, comment or other content:

  • it must be your own honest experience, and you must not be paid or incentivised by a competitor;
  • you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, adapt and display that content in our marketing and on our channels, with attribution to your first name and initial unless you ask otherwise;
  • you can ask us to stop using your content at any time by emailing hello@superpets.co, and we will remove it from channels we control within a reasonable time.

We may decline to publish or may remove content, but we will not selectively delete negative reviews to create a misleading impression of our products.

13. Intellectual property

The Superpets name, logo, formulations, packaging design, photography, copy and website content are owned by or licensed to Obsidian Pty Ltd and protected by law. Nothing in these Terms transfers any of that to you.

14. Third-party links and services

Our site may link to third-party sites, tools or content. We don't control them and aren't responsible for them. Your use of those services is governed by their own terms.

15. Liability

To the maximum extent permitted by law, and subject always to Section 10 and the ACL:

  • We are not liable for loss that is not reasonably foreseeable, or for loss you suffer from using a product other than in accordance with its label and instructions.
  • We are not liable for indirect or consequential loss, loss of profits, or loss of business opportunity, except where such loss arises from a failure of a consumer guarantee under the ACL.
  • Our liability is reduced to the extent your act or omission (or that of someone you are responsible for) caused or contributed to the loss.
  • Where our liability arises other than under a non-excludable consumer guarantee, our total liability for any claim is limited to the amount you paid for the product giving rise to the claim.

This section does not limit our liability for a failure of a consumer guarantee, for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Because our products are of a kind ordinarily acquired for personal, domestic or household use, we do not seek to limit our liability under section 64A of the ACL.

16. Privacy

We handle personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

17. Changes to these Terms

We may update these Terms from time to time. The version that applies to your purchase is the version published when you placed your order. Changes do not apply retrospectively.

For subscribers, we will give at least 14 days' written notice of any material change to these Terms, and you may cancel at any time before it takes effect.

18. Resolving problems

If something goes wrong, contact us first at hello@superpets.co — we will acknowledge within 1 business day and aim to resolve within 10 business days.

If we can't resolve it, you can contact the ACCC (accc.gov.au) or your state or territory consumer protection agency. Nothing here prevents you from taking a matter to a court or tribunal.

19. General

  • Governing law: These Terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that State and the Commonwealth. This does not affect your right to bring a claim in your home State or Territory.
  • Severability: If a provision is unenforceable, it is severed and the rest continues to apply.
  • No waiver: If we don't enforce a right, we don't waive it.
  • Assignment: You may not assign these Terms without our consent. We may assign them on a sale of the business, provided your rights are not reduced.
  • Events beyond our control: We are not responsible for delays caused by events genuinely outside our reasonable control (natural disaster, carrier failure, industrial action). We will tell you promptly and, if the delay is significant, you may cancel and receive a full refund.
  • Entire agreement: These Terms, together with the policies referred to in them, are the whole agreement between us about your purchase.

20. Contact

Superpets — Obsidian Pty Ltd
Email: hello@superpets.co