Last Updated: 25th March 2025

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At Vital Paws, we are committed to providing high-quality pet health products and excellent customer service. If you are not completely satisfied with your purchase, we are here to help. Please read our refund and return policy carefully to understand your rights and responsibilities when returning a product.

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Eligibility for Returns

• Returns must be requested within 7 days from the date of delivery.

• Products must be in their original packaging, unused, unopened, and in the same condition as received.

• We do not accept returns on opened or used products due to health and safety regulations.

• Clearance or sale items are non-refundable unless they are found to be faulty or damaged.

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Return Process

1. To initiate a return, contact us at sales@vitalpaws.com.au or call 0432 703 601 within 7 days of receiving your order.

2. Provide your order number, reason for return, and any relevant photos if the product is damaged or defective.

3. Once your return request is approved, you will receive instructions on how and where to send the item.

4. Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly sent.

5. We recommend using a trackable shipping service to ensure we receive your return.

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Refunds

• Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

• If approved, refunds will be processed to the original payment method within 5-7 business days.

• Shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect item sent, defective product).

• If your refund is delayed, please check with your bank or payment provider before contacting us.

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Exchanges

• Exchanges are only available for items that are defective or damaged.

• If you need an exchange, please contact us within 7 days of receiving your order.

• We will provide instructions on how to return the defective item and arrange a replacement.

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Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

• Opened or used pet supplements, vitamins, and health products.

• Perishable goods such as food or treats.

• Items purchased as part of clearance sales.

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Damaged or Incorrect Item

If you receive a damaged or incorrect item, please notify us within 48 hours of delivery. Provide clear photos and a description of the issue, and we will work to resolve the matter promptly.

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How to Contact Us

For any refund or return inquiries, please reach out to us:

• Email: sales@vitalpaws.com.au

• Phone: 0432 703 601

• Business Address: 37 Mayne Road, Bowen Hills QLD 4006

• Postal Address: Parcel Locker 10120 95890, 306 Wickham Street, Fortitude Valley QLD 4006

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Policy Updates

Vital Paws reserves the right to update or modify this policy at any time. Changes will be effective immediately upon posting on our website. We encourage customers to review this policy periodically for any updates.

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Thank you for choosing Vital Paws. Your satisfaction is our priority!