Refund policy

VitaChews 90 Day Money Back Guarantee.

At HappyDogCo, we stand behind the quality of VitaChews and our Vitality Program. Because the program is designed to support dogs gradually over time, we offer a 90 Day Money Back Guarantee to allow results to be fairly assessed.

1. Eligibility

This guarantee applies only to first-time Vitality Program purchases per household
(one claim per customer/email/address).

The guarantee requires a minimum of 90 days of use, starting from the date of delivery, as the Vitality Program is designed to work over this timeframe.

Only orders placed through HappyDogCo.com.au or our official retail partners are eligible.

2. What’s Covered

If your dog does not show improvement after completing the minimum 90-day period:

  • Refunds are limited to unconsumed VitaChews remaining in your program order, calculated on a pro-rata basis

  • Any remaining unused tubs or partially used tubs containing unconsumed chews must be returned in their original condition before a refund is processed

  • VitaChews that have already been consumed are not eligible for refund

This ensures you are not charged for product you did not use, while maintaining fairness across all program sizes.

3. What’s Not Covered

  • Repeat orders or subsequent Vitality Program purchases beyond the first order

  • Claims lodged before the minimum 90-day period has been completed

  • Fully consumed programs

  • Products used outside recommended guidelines, including incorrect program selection based on dog weight

  • Shipping costs, unless the product arrived damaged or defective

  • Orders from unauthorised resellers

This guarantee does not apply to change-of-mind purchases.

4. How to Make a Claim

To request a refund under the 90-Day Money-Back Guarantee:

  • Contact us at hello@happydogco.com.au with your order number

  • Complete our short feedback form (to help us improve VitaChews)

  • Return any unused and unconsumed VitaChews as requested (return postage may apply)

In some cases, we may request additional information (including veterinary input) to better understand your dog’s condition.

Once approved, refunds will be processed to your original payment method within 7–10 business days.

5. Fair Use & Right to Refuse

This guarantee is offered to give new customers peace of mind and to allow the Vitality Program the appropriate timeframe to work.

We reserve the right to refuse claims in cases of abuse, repeated use of the guarantee, suspected fraud, or where the program has not been used as designed.

General Product Returns (Non-VitaChews)

We have a 14-day return policy for all products excluding VitaChews, which means you have 14 days after receiving your item to request a return via email.

To be eligible for a return:

  • Items must be unused, unopened, and not tampered with

  • Proof of purchase must be included in your initial email request

Change of Mind

Change-of-mind refunds are not permitted. We ask all customers to carefully read product descriptions and details before purchasing.

Due to the consumable nature of VitaChews, and for the health and safety of all pets, we are unable to accept returns or issue refunds for items that have been opened or used. Opened items cannot be resold or safely redistributed.

We recommend introducing new supplements gradually and consulting your vet if your pet is hesitant.

How to Start a Return

To start a return, contact us at hello@happydogco.com.au with the subject line:
RETURN – ORDER NUMBER

If your return is accepted, we’ll provide instructions on where to send your package. Items sent back without first requesting a return via email will not be accepted.

For any return questions, contact hello@happydogco.com.au.

Damages and Issues

Please inspect your order upon reception and contact us within 48 hours if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (if eligible). Once the return is accepted, you can place a new order for the desired item.

Refunds

We will notify you once we’ve received and inspected your return and advise whether the refund was approved. If approved, refunds will be issued to your original payment method. Please allow time for your bank or credit card provider to process the refund.

Clearance Items

Warehouse Clearance items are sold as final sale.

We do not accept returns or exchanges for change of mind on clearance products.

This does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged or not as described, you are still entitled to the appropriate remedies under Australian Consumer Law.