Returns and Refund Policy

Last updated: 31 March 2026

This website is operated by Vascend, trading as Vascend Pets. This policy explains how returns and refunds apply depending on the type of product purchased.

Vascend Pets offers products that may be:

•     Fulfilled through third-party partners

•     Shipped from locally held stock

If you are unsure which category your item falls under, please contact us and we will confirm this for you.

 

Returns Window

For eligible products, return requests must be submitted within 30 days of delivery, unless otherwise stated below. We accept returns for both defective and non-defective products, subject to the conditions outlined in this policy.

 

1.   Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery and include:

•     Your order number

•     Clear photographs showing the issue and packaging

•     A short video if requested

Once reviewed and confirmed, we will offer one of the following as appropriate:

•     Replacement

•     Full refund

•     Partial refund

No return shipping costs will be charged to the customer for confirmed faulty, damaged, or incorrect items.

 

2.   Change of Mind Returns

For standard stock items, change of mind returns may be accepted within 30 days of delivery, provided that:

•     The item is unused and in original, unopened condition

•     All original packaging and components are included

•     The return request is approved before the item is sent back

Return shipping costs for change of mind returns are the responsibility of the customer. Original shipping fees are non-refundable.

Where appropriate, exchanges for a different size or variant may be offered instead of a refund once the returned item has been received and approved.

 

3.   Hygiene-Sensitive and Consumable Items

The following categories of pet products are non-returnable for hygiene, safety, or regulatory reasons, unless the item is confirmed faulty, damaged, or incorrect:

•     Opened or partially used food, treats, chews, or supplements

•     Grooming tools that have been used on an animal

•     Bedding, blankets, or soft goods that have been used or washed

•     Litter trays, feeding bowls, or water dispensers that have been used

•     Any item where the hygiene seal, packaging, or tamper-evident seal has been broken

Where this restriction applies, it will be noted on the relevant product page. If you receive such an item in a faulty or incorrect condition, please contact us within 7 days of delivery and it will be assessed under Section 1 of this policy.

 

4.   Animal Safety Note

We do not accept returns of products on the basis that an animal refused to use or interact with the product. Animal preferences and behavior vary and are outside our control. We encourage customers to review product descriptions, size guidance, and suitability information carefully before purchasing.

If a product poses a genuine safety concern for your animal, please contact us with full details and we will assess the matter on a case-by-case basis.

 

5.   Items Not Eligible for Return

We do not accept returns for:

•     Items that have been used, assembled, or opened beyond basic inspection

•     Items damaged through misuse, animal behavior, or normal wear and tear

•     Items returned without prior approval

•     Hygiene-sensitive and consumable items as described in Section 3

 

6.   Refund Processing

Once a return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to the original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

 

7.   Purchases via Third-Party Marketplaces

For purchases made through third-party marketplaces, shipping, returns, refunds, and delivery communications are handled in accordance with the applicable marketplace's policies. Where marketplace policies differ from this policy, the marketplace policy takes precedence.

 

8.   Consumer Guarantees

Nothing in this policy limits or replaces any rights you may have under applicable consumer protection laws, including the Australian Consumer Law. Where required by law, customers may be entitled to a repair, replacement, or refund for major failures and compensation for other reasonably foreseeable loss or damage.

 

9.   Contact Us

For all return and refund inquiries, please contact:

Email: support@vascend.com.au

We aim to respond within 1 to 2 business days.