Returns & Refunds Policy

Last Updated: 22 August 2025

We want you (and your pets 🐶🐱🐴) to love everything you order from us. If something isn’t right, here’s how we handle returns and refunds.

1. Returns – Physical Products (Woopf, Purrz, Xtallion, Ask A Vet Meds)

• You may return unused products within 30 days of delivery.
  

• Items must be in original packaging, with all tags, labels, and accessories.
  

• For hygiene and safety reasons, we cannot accept returns of:
  

• Opened or used medications
  

• Opened or used supplements
  

• Items marked as final sale
  

2. Refunds

• Refunds are processed once returned items are inspected.
  

• We’ll refund to your original payment method (minus shipping charges, unless the return is due to our error or a faulty item).
  

• Please allow up to 10 business days for your refund to appear, depending on your bank/payment provider.
  

3. Exchanges

• At this time, we do not offer direct exchanges. If you’d like a different item, please return your original order for a refund and place a new order.
  

4. Telehealth & Digital Services (Ask A Vet)

• Telehealth consultations, specialist opinions, and AI services are non-refundable once delivered, except as required by law.
  

• If you experience a technical issue preventing you from accessing a booked service, please contact support immediately and we’ll work to resolve it.
  

5. Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please email us within 7 days of delivery with:

• Your order number
  

• Photos of the product and packaging
  

• A short description of the issue
  

We’ll arrange a replacement or refund at no additional cost.

6. How to Return

Please email the appropriate brand’s support team to request a return:

• Ask A Vet & Ask A Vet Meds → hello@askavet.com
  

• Purrz → hello@purrz.com
  

• Woopf → hello@woopf.com
  

• Xtallion → hello@xtallion.com
  

📮 Return Address (all brands):
PO Box 360, Mosman, NSW, Australia 2088

Once your return is approved, we’ll provide instructions for shipping your items back.

7. Your Rights

This policy does not limit any rights you may have under Australian Consumer Law or applicable consumer protection laws in your country.