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Privacy and Terms

Veterinary Nutrition Group Pty Ltd Privacy Policy



This document sets out the privacy policy of Veterinary Nutrition Group Pty Ltd ABN 69 660 965 837 (referred to in this privacy policy as ‘we’, ‘us’, or ‘our’).


The Privacy Act 1988 (Cth) (Privacy Act) requires entities bound by the Australian Privacy Principles to have a privacy policy. We take our privacy obligations seriously, and we’ve created this privacy policy to explain how we store, maintain, use, and disclose personal information.


By providing personal information (including sensitive information) to us, you consent to our storage, maintenance, use, and disclosing of personal information in accordance with this privacy policy.


We may change this privacy policy from time to time by posting an updated copy on our website, and we encourage you to check our website regularly to ensure that you are aware of our most current privacy policy.



The personal information we collect may include the following:

(a) name;

(b) mailing or street address;

(c) email address;

(d) social media information;

(e) telephone number and other contact details;

(f) age;

(g) date of birth;

(h) order information such as your pet ownership details and pet names or medical conditions;

(i) credit card or other payment information;

(j) information about your business or personal circumstances;

(k) information in connection with client surveys, questionnaires, and promotions;

(l) your device identity and type, I.P. address, geo-location information, page view statistics, advertising data, and standard web log information; 

(m) information about third parties; and

(n) any other information provided by you to us via our website or our online presence, or otherwise required by us or provided by you.




We will collect your personal information in a lawful and fair way. We will only collect your personal information where you have consented to it, or otherwise in accordance with the law.

How we collect information from you


We may collect personal information where you: 


(a) contact us through our website;

(b) receive goods or services from us;

(c) submit any of our online inquiry forms;

(d) communicate with us via email, telephone, SMS, social applications (such as LinkedIn or Facebook), or otherwise;

(e) interact with our website, social applications, services, content, and advertising; and

(f) invest in our business or enquire as to a potential purchase in our business.

How we collect information from third parties

Where possible, we collect your personal information directly from you. However, there may be occasions when we collect personal information (including sensitive information) about you from someone else. 


How you provide information for someone else

If you are providing personal and/or sensitive information on behalf of someone else, you must have the consent of that person to provide their personal and/or sensitive information to us to be collected, used, and disclosed in accordance with this privacy policy. 


How we collect information from cookies

We may also collect personal information from you when you use or access our website or our social media pages. This may be done through the use of web analytics tools, ‘cookies’ or other similar tracking technologies that allow us to track and analyse your website usage. Cookies are small files that store information on your computer, mobile phone, or other device and enable and allow the creator of the cookie to identify when you visit different websites. If you do not wish information to be stored as a cookie, you can disable cookies in your web browser.


Please visit our Cookies Policy accessible on our website for more information.



We collect and use personal information for the following primary purposes:


(a) to provide goods, services or information to you;

(b) for record keeping and administrative purposes;

(c) to provide information about you to our contractors, employees, consultants, agents or other third parties for the purpose of providing goods or services to you;

(d) to improve and optimise our service offering and customer experience;

(e) to comply with our legal obligations, resolve disputes or enforce our agreements with third parties;

(f) to send you administrative messages, reminders, notices, updates, security alerts, and other information requested by you; and

(g) to consider an application of employment from you.

We may also use your personal information for:


(h) secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use;

(i) such purposes where we reasonably believe that use of your personal information is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety, and it is unreasonable or impracticable to obtain your consent; 

(j) any other purpose for which we receive consent from you; or

(k) any other purpose which is permitted or required under applicable privacy laws.



We respect your privacy, and we will take reasonable steps to keep your personal information confidential and protected. We may disclose your personal information to:


(a) our professional advisors such as lawyers, accountants and auditors;

(b) our related entities; or

(c) any third parties you have consented personal information to be disclosed to.


We may also disclose personal information to third party contractors as required for us to provide our goods and services to you, such as cloud-service providers, IT professionals, marketing agencies and debt collection agencies. 

We take care to work with such third parties who we believe maintain an acceptable standard of data security and require them not to use your personal information for any purpose except for those activities we have asked them to perform on our behalf.


We will not otherwise disclose your personal information unless:


(d) you have consented to us disclosing your personal information for particular circumstances;

(e) as needed in an emergency or in investigation suspected criminal activity;

(f) we are required to disclose under a subpoena, court order or other mandatory reporting requirements;

(g) we reasonably believe that disclosure of your information is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety, and it is unreasonable or impracticable to obtain your consent;

(h) it is reasonably necessary for the establishment, exercise or defence of a legal claim; or

(i) it is otherwise authorised or required by law.


All personal information we collect is stored on servers located in Australia and, for the most part, we do not disclose or transfer personal information overseas. 


However, the cloud service providers we engage to provide us Australian-based servers may operate overseas disaster recovery sites or have personnel overseas who may access the personal information we hold to assist us in managing our servers.


We also may use Google Analytics to track web traffic information which is operated by Google which stores information across multiple countries.


When you communicate with us through a social media service such as Facebook or Twitter, the social media provider and its partners may collect and hold your personal information overseas.




We may at times send you marketing communications which will be done in accordance with the Spam Act 2003 (Cth) (Spam Act).


If we do, we may use email, SMS, social media, phone or mail to send you direct marketing communications. 


Where consent is needed, we will ask you for your consent before sending you marketing communications, except where you:


(a) have explicitly opted-in to receiving email marketing from us in the past; or

(b) were given the option to opt-out of email marketing when you initially signed up for one of our platforms and you did not do so.


You can, at any time, opt out of receiving marketing materials from us by using the opt-out facility provided (e.g., an unsubscribe link on emails we send you) or by contacting us via the details provided at the end of this privacy policy.


We will implement such a request as soon as possible, however, cannot guarantee that such a response will be immediate.




The information we collect may have analytical, educational, or commercial value to us. Where we have de-identified the information we have collected, we reserve the right to process and distribute such information. 




We take reasonable steps to ensure your personal information is secure and protected from misuse or unauthorised access. Our information technology systems are password protected, and we use a range of administrative and technical measures to protect these systems. However, we cannot guarantee the security of your personal information.



Our website may contain links to other websites. Those links are provided for convenience and may not remain current or be maintained. We are not responsible for the privacy practices of those linked websites and we suggest you review the privacy policies of those websites before using them.




If you wish to request access to the personal information we hold about you, please contact us using the contact details set out below including your name and contact details. We may need to verify your identity before providing you with your personal information. In some cases, we may be unable to provide you with access to all your personal information and where this occurs, we will explain why. We will deal with all requests for access to personal information within a reasonable timeframe.


If you think that any personal information we hold about you is inaccurate, please contact us using the contact details set out below and we will take reasonable steps to ensure that it is corrected.



If you wish to complain about how we handle your personal information held by us, please contact us using the details set out below including your name and contact details. We will investigate your complaint promptly and respond to you within a reasonable timeframe.




For further information about our privacy policy or practices, or to access or correct your personal information, or make a complaint, please contact us using the details set out on our website.


Our privacy policy was last updated on 14 November 2023.

Veterinary Nutrition Group Pty Ltd Terms and Conditions

The website and its related services, products, websites, tools, and applications (Website) are owned and operated by Veterinary Nutrition Group Pty Ltd ABN 69 660 965 837 (Veterinary Nutrition Group). 


These ecommerce terms and conditions (Terms and Conditions) govern the supply of any Products (as defined below) ordered by you on the Website or by any other means, including by telephone or email. Other terms and conditions contained in the privacy policy (Privacy Policy) and elsewhere on our Website also form part of our agreement with you.


By using the Website or by placing an order with one of the above methods or by giving your acceptance to these terms, you agree to be bound by these Terms and Conditions. If you don’t agree to be bound by these Terms and Conditions, you must not use the Website. 


These Terms and Conditions may be updated by us from time to time. Each order placed on the Website will be a separate contract and the Terms and Conditions that will apply to you will be the then version of the Terms and Conditions that is on the Website at the time you place your order. Each time you use our Website you should revisit these Terms and Conditions.




1.1. Definitions


In these Terms and Conditions unless inconsistent with the context or subject matter the following terms have the corresponding meanings:


(a) Account: an account on the Website.

(b) Applicable Laws: any Applicable Laws (including orders, by-laws, and regulations) in the jurisdiction in which you are located or which in any way govern or affect the use of the Services.

(c) Australian Consumer Law: the Australian Consumer Law (as set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth)).

(d) GST: the meaning given in A New Tax System (Products and Services Tax) Act 1999 (Cth).

(e) Loss: any loss, liability, cost, charge, expense, tax, duty or damage of any nature whatsoever, including special, incidental, or consequential damages, losses or expenses (howsoever arising or caused, including, without limitation, negligence) and includes (without limitation) any physical, emotional or financial harm resulting from the consumption or use of the Products such as:

(i) health consequences suffered by a pet, up to and including loss of life;

(ii) health consequences suffered by you from handling the Products;

(iii) emotional distress suffered by the owner of the pet due to the health consequences; and

(iv) any financial loss incurred by a pet owner for veterinary care, treatment or other related expenses.

(f) our, us and we: Veterinary Nutrition Group.

(g) Privacy Policy: our privacy policy accessible on the Website.

(h) Products: has the meaning given to it under clause 2.1 and includes any other products offered for sale on the Website from time to time.

(i) Services: any services we provide to you, including the Website and the sale of Products.

(j) State: New South Wales, Australia.

(k) User: means any person who uses the Website.

(l) you and your: means a User.


1.2. Interpretation


In these Terms and Conditions, unless inconsistent with the context or subject matter:


(a) Headings and subheadings are for convenience only and do not affect the interpretation of these Terms and Conditions.

(b) References to clauses, schedules, annexures, appendices, attachments and exhibits are references to the clauses of, and the schedules, annexures, appendices, attachments and exhibits to, these Terms and Conditions.

(c) References to a party to any agreement or document include that party’s permitted assignees and successors, including executors and administrators and legal representatives.

(d) Words denoting the singular include the plural and words denoting the plural include the singular. Words denoting any gender include all genders.

(e) The word ‘person’ includes any individual, corporation or other body corporate, partnership, joint venture, trust, association and any government agency.

(f) A reference to any agreement or document (including these Terms and Conditions) includes any amendments to or replacements of that document.

(g) A reference to a law includes legislation, regulations and other instruments made under legislation and any consolidations, amendments, re-enactments or replacements of them and is a reference to that law as amended, consolidated, re-enacted, replaced or applied to new or different facts.

(h) Any promise, agreement, representation or warranty given or entered into on the part of two or more persons binds them jointly and each of them severally and is for the benefit of them jointly and each of them severally.

(i) No provision of these Terms and Conditions will be construed adversely to a party because that party was responsible for the preparation of that provision or these Terms and Conditions. 

(j) A reference to time or day is a reference to time in the capital city of the State.

(k) A reference to an amount of dollars, Australian dollars, $ or A$ is a reference to the lawful currency of the Commonwealth of Australia, unless the amount is specifically denominated in another currency.

(l) Specifying anything in these Terms and Conditions after the terms ‘include’, ‘including’, ‘includes’, ‘for example’, ‘such as’ or any similar expression does not limit the sense of the words, description, definition, phrase or term preceding those terms unless there is express wording to the contrary.

(m) A reference to writing or written includes email. 



2.1. Veterinary Nutrition Group supplies pet products such as nutritional supplements for pets and other products made available through the Website (together the Products). 


2.2. Your use of this Website is by non-exclusive licence granted by us strictly in accordance with these Terms and Conditions.


2.3. You may not use this Website in any manner which could damage, disable, overburden, or impair the Website or interfere with any other party's use and enjoyment of the Website. 



3.1. In order to use most of the functionality of the Website, you may need to register with us and set up an Account with your email address and a password. You are solely responsible for maintaining the confidentiality of your password and you are liable for all activities that happen under your Account, even if you do not authorise such activities. 


3.2. If we enable you to connect to the Website with a third-party service (e.g. Facebook or Google+), you hereby grant us permission to access, store, and use your information from that service as permitted by that service and as may be described in our Privacy Policy. You should contact us immediately if you believe your Account has been compromised or misused in any way.


3.3. When you notify us of your Account being accessed without your authority or your Account not being secure, we may restrict your use of the Website in our absolute discretion.


4.1. You may place an order for Products by following the prompts on the Website and submitting your order to us in accordance with these Terms and Conditions.

4.2. Orders may be placed online via the Website or by other means if offered by Veterinary Nutrition Group, including by telephone or email. Any reference to Website in these Terms and Conditions shall include references to such other locations in which the Products are sold (such as on Facebook business pages or Instagram business pages). Whether you are placing an order on the Website or by any other means, these Terms and Conditions will apply to you.

4.3. Any order placed through the Website for Products is an offer by you to purchase the Products for the purchase price specified on the Website at the time you placed the order. You acknowledge that by placing your order, you are agreeing to pay for and accept delivery of the Products ordered, subject to any limitations shown on the Website.

4.4. All orders placed are subject to availability. Our rights to cancel your order are set out under clause 7. You may not cancel your order once it is placed other than as expressly provided for in these Terms and Conditions. We may in our sole discretion, limit or cancel quantities purchased per person, per household or per order (including those placed without limitation by the same customer account, same credit card, or same billing and/or shipping address).

4.5. In the event that you purchase a Product on behalf of a third party, you represent and warrant that you have made that third party aware of these Terms and Conditions and you acknowledge and agree that actions of that third party shall also be attributed to you for the purposes of these Terms and Conditions.


4.6. The purchase price for the Products will be displayed on the Website at the time you place an order. Prices and all other details for our Products are subject to change without notice. 

4.7. You must make payment via a method accepted by us as stated on the Website. We will charge you and you agree to pay the purchase price and any other fees shown to you on the Website for the Products at the time you place your order, except where otherwise agreed.  Any payments for an order of Products must be received in cleared funds before the Products will be dispatched. If your payment cannot be processed, or fails to clear, your order will be rejected, and you will be notified by the Website.

4.8. By placing an order, you are declaring that the Products are for your personal use only and will not be made available for resale by you or by someone else.

4.9. You authorise us, directly or through third parties, to make any inquiries we consider necessary to help verify or check your identity or prevent fraud.

4.10. Our payment provider may charge you a fee depending on the payment method used by you (for example, payments made by credit card may attract a small surcharge). You agree to pay such fees at the same time as you make payment to us, even if such fees are not explicitly disclosed on the Website.


4.11. Prices shown on the Website are in Australian Dollars (AUD) and include GST, unless otherwise stated.


4.12. All payments must be made in clear funds without set-off or counter claim.


4.13. You acknowledge and agree that you are solely responsible for ensuring that you have read and understood any applicable third-party (such as PayPal) terms and conditions when using the Website. We will not be liable for any loss or damage suffered by you in connection with such third-party terms, regardless of whether we bring these to your attention or not. You are solely responsible for obtaining a copy of and reviewing such third-party terms.


4.14. We are not party to any transaction between you and a third party. For example, if you incur a debt to a third party payment provider in connection with a purchase through the Website, you are solely liable for that debt and you acknowledge that we are unrelated to, and have no control over that third party payment provider.


4.15. Each order placed by you will be a separate and binding agreement between you and us in respect of the supply of the Products.



5.1. Costs of Delivery

Available delivery options, terms and charges for each Product will be shown on the relevant checkout page at the time you place your order. The costs of delivery of Products are payable in addition to the price of the Products, unless otherwise stated. The option selected by you and the applicable costs of delivery and estimated delivery times will be shown in your checkout summary at the time you place your order. Payment of delivery costs is due at the time you place an order.

5.2. Delivery of Products


(a) Once we have accepted your order and received valid payment in full for the Products (if required) and delivery costs (where applicable) we will endeavour to process your order within the timeframes as specified on the Website however we are unable to guarantee delivery within these timeframes and we will not be in breach of these Terms and Conditions if we fail to deliver within those timeframes (and you are not permitted to cancel your order on the basis we fail to deliver within those timeframes). 

(b) Please note that all shipping times listed on the Website are an estimate time of delivery only and to the extent permitted by law, we are not responsible for any delays experienced or Loss suffered as a result of delays. 

(c) Shipping will be provided by our nominated third party delivery service provider. 

(d) You must ensure there is clear and safe access for delivery. If the delivery service provider arrives at the agreed time but is unable to deliver the Product or considers that it is unsafe or inappropriate to do so, you may be required to pay for re-delivery.

(e) If you provide us with authority to leave the Products, then your order will be left unattended at the delivery address you nominate at checkout. In doing so we will not be held liable for any loss or damage that is suffered to your Products as a result.

(f) If you do not provide us with authority to leave then if you are not available to take delivery of the Products, or if another issue arises we may at our discretion either take your Products to a delivery service provider’s local depot or redeliver the Products to your delivery address at a later date (in which case you must pay the costs of return, storage and redelivery prior to the Products being re-delivered).


5.3. Additional information


(a) We deliver to most residential and business addresses within Australia, however unfortunately there are certain areas that we are unable to deliver to. Please review the Website at the time you place your order for available shipping locations.

(b) If there is any delay with the delivery of your order, then we will contact you as soon as possible.


5.4. Risk and Title


(a) All fully paid orders will be shipped by the postage carrier nominated by us. Until an order is paid for in full, title in the relevant Product remains with us. 

(b) All risk in the Products ordered will pass to you at the time the Products are delivered to the delivery address (or some other address as agreed by the parties).


6.1. From time to time we may provide you with a promotional or coupon code for use when placing an order. It is your responsibility to ensure that the code is valid, and that you enter the code for use at the correct time. The code cannot be applied after you have submitted your order. Some promotional or coupon codes may only be valid while stocks last. We reserve the right to cancel any promotional or coupon code or discount at any time for any reason at our discretion. Separate terms may apply to the use of the code and will be advised by us. We reserve the right to reverse or disallow the use of any promotional or coupon code. We will not be responsible for any loss incurred by you in redeeming or attempting to redeem any promotional or coupon code.


7.1. Our cancellation rights

We reserve the right to accept or reject your order (or any part thereof) at any time and for any reason in our absolute discretion, including after you have placed the order and received a confirmation email and/or invoice or we have previously accepted such order. We may cancel your order for example, in the following circumstances (without limitation):

(a) if the Products are not available; 

(b) you place an order to be delivered outside our delivery zones; or

(c) where there is an error in the description or price of any Products on the Website relevant to your order.


If we do cancel your order, we may do so without any liability to you for that cancellation except as set out in this clause. Where we cancel your order, we will endeavour to notify you and provide you a refund of all payments made for such order.

7.2 Your cancellation rights

You may not cancel any order unless otherwise agreed by us in writing.   



​8.1. Consumer Guarantees


Our Products 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 Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.

8.2. Change of mind returns


Unless otherwise agreed by us in our discretion, unfortunately we do not offer change of mind returns and exchanges/refunds. If we do agree to a change of mind return for a refund or exchange, then this will be subject to your compliance with any conditions that we specify. This includes if your pet does not like the flavour profile or taste of the Products. This no change of mind policy for returns does not limit or apply to any returns made for faulty products in accordance with the other terms of this clause.

8.3. Faulty Products Returns

(a) You must inspect all Products immediately on receipt of the Products and before use/pet consumption.

(b) You may reject any Products as faulty provided that you give us notice of such fault including information of your Products and the fault:

(i) in the case of a fault that is apparent on normal visual inspection, within 24 hours of receipt or before use/pet consumption (whichever is first); or

(ii) in the case of a latent defect (being a defect that is not apparent on an initial visual inspection), within a reasonable time of the latent defect having become apparent and within an acceptable period as required by the Australian Consumer Law. 

(c) You must do all that is reasonable to prevent the Products from becoming faulty or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether faulty or not) must be stored and handled in the same manner as if they had no fault. Once opened, all Products must be suitably stored as provided by the instructions set out on the Website or provided with the Product.

(d) We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).

(e) Once we have received the information about the fault and consider it likely that there may be a fault in the Products, we will provide you with instructions on how to send the Products back to us. Please note that we reserve the right to assess the Products before providing a replacement or refund.

(f) In sending the Products back to us:

(i) ensure the Products are packaged and stored in a way that will not cause any further harm or damage to the Products. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods;

(ii) ensure that the Products are packaged and delivered with registered post (or a similar service). We will not be responsible for any Products lost in the post;

(iii) certain costs may be incurred by you in returning the Products to us, including postage or freight costs. We are not liable for those return costs (although if we accept that a Product is faulty, we may reimburse you the costs of return upon receipt of evidence of the costs incurred); and

(iv) you must return the Products in the way as instructed by us or we will be unable to process your return and your Products may be forfeited.

(g) We reserve the right to assess the condition and age of the Products before providing a replacement or refund. We will not be liable for or required to accept any return for any fault or damage where such fault or damage is caused or partly caused by or arises as a result of:

(i) your acts or omissions, including where you fail to take reasonable steps to prevent them from becoming defective or you fail to follow our instructions or standard practice for products the same as or similar to the Products (such as a failure to keep the Products refrigerated where required);

(ii) your continued use/pet consumption after discovering fault, or attempting to alter the Products without our consent; 

(iii) you failing to maintain the Products in accordance with any instructions provided with the Products or on the Website;

(iv) wilful damage, negligence or abnormal use or storage.

(h) If there is a fault, you may choose to receive a refund or a replacement .

(i) In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.

(j) In the event that you fail to comply with any of your obligations set out under this clause, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably).

8.4. General


(a) Any refunds provided under this clause will be issued to the same payment method which was used for the purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.

(b) You must read the label and tag on the Product before consumption by your pet. You acknowledge that the Product is suitable for animal consumption (as advised by us) only and not suitable for humans. 

(c) A Product will not be deemed faulty simply because your pet does not like the taste or flavour profile of the Products, or because the colour of the Products is different to what is shown on the Website. Product colours and textures may vary from what is shown on the Website. 



9.1. You agree to provide current, complete and accurate billing and contact information for all purchases made on the Website. 



10.1. We reserve the right, at any time and without prior notice, to remove or disable access to this Website or any part of it for any reason. 



11.1. Your use of the Website, and your information, must not:

(a) be false, inaccurate, misleading, fraudulent, deceptive or unlawful; 

(b) be in any manner which could damage, disable, overburden, or impair the Website or interfere with any other party's use and enjoyment of this Website;

(c) infringe any third party’s rights or violate any Applicable Laws;

(d) contain any viruses or similar which could affect the integrity, operation or security of this Website; 

(e) create liability for us or cause us to lose (in whole or in part) the services or custom of our internet service provider, other users or other suppliers;

(f) damage the credibility or integrity of the Website or Veterinary Nutrition Group, or dilute, tarnish, or otherwise harm our brand in any way; 

(g) breach or violate any of our policies; 

(h) copy, store or otherwise access or use any information contained on the Website for purposes not expressly permitted by these Terms and Conditions;

(i) use the Website for any purposes that are not permitted by these Terms and Conditions or in any way that is inconsistent with the purpose of the Website, or in a manner that falsely implies Veterinary Nutrition Group endorsement, partnership or otherwise misleads others as to your affiliation with Veterinary Nutrition Group;

(j) attempt to circumvent payment of any fees in anyway; or

(k) circumvent, disable or otherwise attempt to interfere with any security related features.


12.1. Except to the extent expressly set out in these Terms and Conditions and to the maximum extent permitted by law, we provide the Products on an “as is” basis and without any warranties, representations, or conditions of any kind, whether express, implied or statutory. 


12.2. Without limiting the other terms of this clause, you acknowledge and agree that:

(a) although reasonable care has been taken to provide accurate information, any content provided on the Website is intended for general guidance only and neither the content or any of the Products are intended to be advice and should not be treated that way;

(b) you must ensure that the Products are administered to your pet in the manner intended, and do not allow your pet to consume the Products in a manner or in quantities that are not recommended (i.e. oral supplements are to be orally given). Always use caution and common sense when supplying the Products to your pets. Store the Products in appropriate conditions as specified, and ensure they are kept out of reach of pets when not in use. This helps prevent accidental consumption or misuse. It is important that you read and comply with all storage and use instructions and manuals provided either on the Website or included with the Products; 

(c) although the Products are designed for pets that are considered healthy or with various medical conditions, they are not a substitute for professional veterinary care. Use of the Products is at your own risk. We do not guarantee or warrant that your pet’s condition will improve from use of the Products. If your pet is experiencing health issues, you should seek immediate attention from a qualified veterinary clinic. Our Products are not to be seen as a replacement for professional medical advice or treatment;

(d) although the Products are intended to be used in both healthy and unwell pets (the latter, under the discretion of the attending veterinarian),, the Products do not contain any medication. The Products are intended to aid in the comfort and wellbeing of pets;

(e) all data, information, figures and statistics of the ingredients and characteristics of the Products (including those stated on the Products) are indicative only and provided without implied warranty of any kind (except as set out in these Terms and Conditions). Such information is provided for general guidance and should not be considered binding specifications;

(f) the Products are intended to be used, stored and maintained in accordance with our instructions or user manual provided for each Product. We are not responsible for any problems that occur due to misuse of our Products;

(g) all pictures, images or videos of Products displayed on the Website are for illustrative purposes only and may not reflect how the Product you receive actually looks. Although we have made every effort to display as accurately as possible the colours and images of our Products on the Website, we cannot guarantee that your computer monitor's display of any colour will be accurate;

(h) any accessory featured with the Products may be sold separately (unless otherwise stated); 

(i) we do not make any warranty or representation as to the suitability of the Website or the Products for any purpose

(j) any flavour or texture profiles or description relating to the Products are provided as a reference/general guide only and should not be relied upon as accurate, as every pet has individual tastes and so your pet’s experience may not match the flavour profile. We cannot and do not guarantee that your pet’s experience will match that stated in the tasting notes or description of the Product;

(k) we do not guarantee any results from your use of the Products; and

(l) we are not responsible for any information made available on this Website, and we do not represent or warrant the accuracy of any information. Veterinary Nutrition Group does not promise that the Website or any content will be error-free or uninterrupted, or that your use of the Website or any Products will provide any specific results. You assume total responsibility for your use of the Website and Products.


13.1. Nutrition Data Disclaimer


Nutrient values labelled on the Products or otherwise displayed by us on the Website may vary. This nutrition information is based on standard product formulations and serving sizes. Variation in serving sizes, preparation techniques, and sources of supply, as well as regional and seasonal differences, may affect the nutrition values for each Product. In addition, product formulations change periodically. You should also expect some variation in the nutrient content of the items contained in Products. Nutrient values and allergens of food may also vary due to selected portion size, as well as ingredient growing/manufacture conditions, manufacture formulations or any substitutions. Any nutritional information provided by us on the Website is approximate and intended to be used as a guide only.


13.2. Allergen Disclaimer

Although we make every reasonably commercial attempt to identify the ingredients that may cause allergic reactions or adverse effects, please note that: 

(a) allergen information provided is based entirely on the information provided by manufacturers and as such there is always a risk that their information is incorrect or they change the formulation at any time without notice; and

(b) some items contained in the Products may contain soy, milk, eggs, fish, shellfish, nuts and cereals containing gluten present in the manufacturing environment, and there may be cross contact with products because of shared preparation equipment. Given this, we cannot and do not guarantee that any of the Products are safe to handle for you and consume for any pets with soy, milk, egg, fish, shellfish, nut or gluten allergies. If you or any of your pets have food allergies you must be aware of this risk. If you handle the Products and have food allergies, you may be at risk for an anaphylactic reaction. If you have pets who have any form of medical condition, food intolerances or food allergies, you should consult with a veterinary professional before providing any of the Products to your pets.



14.1. Subject to the other terms of this clause, we exclude all rights, representations, guarantees, conditions, warranties, undertakings, remedies or other terms in relation to the Products that are not expressly set out in these Terms and Conditions to the maximum extent permitted by law.


​14.2. Without limiting clause 14.1, you acknowledge and agree that we will not be liable for any death, personal injury or damage to property (including death and/or injury to pets and any Loss you incur) arising out of or in connection with the Products, to the extent that such Loss or damage is attributable to your acts or omissions.


14.3. Subject to the other terms of this clause, our maximum aggregate liability to you for any Loss or damage or injury arising out of or in connection with these Terms and Conditions, including any breach by us of these Terms and Conditions however arising, under any indemnity, in tort (including negligence), under any statute, custom, law or on any other basis, is limited to the actual amounts paid by you in respect of the relevant Product which caused the Loss, damage or injury. For the avoidance of doubt, in the event your pet becomes unwell from use of a Product, our liability is solely limited to the cost of the Product. We will not be liable for any veterinary costs or other costs (including without limitation cremation costs, replacement of animal costs and transport costs) incurred as a result of use of the Products.

14.4. Nothing in these Terms and Conditions is intended to have the effect of excluding, restricting or modifying the application of all or any of the provisions of the Australian Consumer Law, or the exercise of a right conferred by such a provision, or any liability of ours in relation to a failure to comply with a guarantee that applies under Division 1 of Part 3-2 of the Australian Consumer Law to a supply of goods, to the extent that the Australian Consumer Law applies to the Products.

14.5. If we are liable to you in relation to a failure to comply with a guarantee that applies under Division 1 of Part 3-2 of the Australian Consumer Law that cannot be excluded, our total liability to you for that failure is limited to, at our option the replacement of the goods or the supply of equivalent goods, or the repair of the goods, or the payment of the cost of replacing the goods or of acquiring equivalent goods, or the payment of the cost of having the goods repaired.

14.6. The limitation and exclusion of liability in this clause applies whether the liability claim is based on breach of contract, under a warranty or an indemnity, tort (including negligence), under statute, in equity or otherwise.


14.7. Without limitation to the other terms in these Terms and Conditions, we exclude any liability to you, whether in contract, tort (including negligence) or otherwise, for any special, indirect or consequential loss arising under or in connection with these Terms and Conditions.


14.8. Notwithstanding anything else in these Terms and Conditions, our liability will be reduced to the extent the Loss or damage is caused by or contributed to by you.


14.9. Where you are or may be entitled to recover from a third party any sum in respect of any matter or event that could give rise to a claim under these Terms and Conditions, you must:

(a) use your best endeavours to recover that sum before making the claim;

(b) keep us at all times fully and promptly informed of the conduct of such recovery; and

(c) reduce the amount of the claim to the extent that sums are recovered.


14.10. We will not be liable for any claim under or in relation to or arising out of these Terms and Conditions including a breach of any warranty unless:

(a) you have first made a claim under any insurance policy held by you that may cover that claim; and

(b) that claim has been denied in whole or partly by the relevant insurer.


14.11. If you recover any amount under an insurance policy in respect of a claim under or in relation to or arising out of these Terms and Conditions and that amount is less than the loss or damage incurred by you, the amount of the shortfall will be the amount of your loss for the purposes of these Terms and Conditions.


15.1. Except to the extent caused or contributed to by our breach of these Terms and Conditions, you agree to indemnify us against, and hold us harmless from, any Losses (including any direct, indirect, special or consequential Losses) and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other professional costs and expenses suffered or incurred by us arising out of or in connection with:


(a) your breach or negligent performance or non-performance of these Terms and Conditions or any policy or the terms and policies they incorporate by reference; 

(b) the enforcement of these Terms and Conditions;

(c) any claim made against us by a third party arising out of your use of the Products; 

(d) any claim made against us by a third party for death, personal injury or damage to property arising out of or in connection with the Products (including death and/or injury to pets), to the extent that such damage is attributable to your acts or omission (or failure to follow our instructions); or 

(e) your violation of any law or the rights of a third party, or otherwise arising directly or indirectly from your use of our Services (including the sale of the Products).


15.2. You must make payments under this clause: 

(a) immediately on demand, in full without set-off or counterclaim, and without any deduction in respect of taxes unless prohibited by law; and

(b) in the currency in which the payment is due, and otherwise in Australian dollars, in immediately available funds.

15.3. It is not necessary for us to incur expense or make payment before enforcing a right of indemnity under this clause.


15.4. The indemnities in this clause:

(a) are continuing obligations of yours, independent from your other obligations under these Terms and Conditions and survive termination or expiry of these Terms and Conditions; and

(b) are absolute and unconditional and unaffected by anything which otherwise might have the effect of prejudicing, releasing, discharging or affecting your liability.


16.1. You acknowledge that we own all right, title and interest in and to the Website and the Products including without limitation all intellectual property rights in any images, descriptions and recipes for the Products, and such rights are protected by Australian and international intellectual property laws. 


16.2. You consent to us transferring your data to third party IT providers, including our website host and back-up service provider which may be outside of Australia in accordance with our Privacy Policy. 


16.3. You agree that:


(a) you will not copy, reproduce, reverse engineer, alter, modify, create derivative works, or publicly display (other than on the Website) any of our intellectual property (including our recipes) except with our prior written permission or the appropriate third party authorised to grant such permission and when doing so you must adequately acknowledge us and, in the case of websites, include a link from your website to our Website;

(b) we own all right, title and interest in and to the Website and no right, title or interest is transferred or granted to you, except so far as expressly stated in these Terms and Conditions;

(c) if you add any information to the Website of any nature whatsoever that information is personally attributable to you and you warrant that you have the right to distribute that information;

(d) you acknowledge that when you provide us with information, we may receive additional related data, such as the time, date and place you provided the Information; 

(e) we are not liable or responsible for any Loss that you may experience in submitting information to us or for our use of your information in accordance with the licence granted;

(f) we may in our sole and absolute discretion refuse or remove any information from the Website; and

(g) the Website contains trademarks of third parties which are protected by law, you must not use any of those trade marks appearing on the Website without obtaining the relevant third party owner’s consent.


17.1. The Privacy Policy applies to your use of this Website, and its terms are made a part of these Terms and Conditions by this reference.


17.2. By using this Website, you acknowledge and agree that internet transmissions are never completely private or secure and understand that any message or information you send to the Website may be read or intercepted by others.

17.3. You authorise us to use, store or otherwise process any information including personal information which relates to and/or identifies you, to the extent reasonably necessary for the provision of any Products requested by you.



18.1. These Terms and Conditions are governed by the laws of the State, and the parties submit to the jurisdiction of the Courts of the State and relevant federal/Commonwealth courts competent to hear appears from them.


18.2. If a clause of these Terms and Conditions is void or unenforceable it must be read down to the extent necessary to give it legal effect or severed from if it cannot be read down and the remaining part and provisions shall remain in full force and effect.

18.3. You agree that these Terms and Conditions and all incorporated agreements may be assigned by us in its sole discretion without notice. You may not assign these Terms and Conditions without obtaining our prior written consent.

Easter Promotion 26-28 March 2024:

  • For the purposes of these Terms and Conditions, "The Promoter" refers to “Veterinary Nutrition Group” whose Instagram handle is @vng_pets. The "Prize" refers to **one 200-gram bag of CompleteMe feline meal completer supplement, with free standard shipping**.

  • By entering the competition you agree to be bound by these terms and conditions. All entries must be received by **Midnight (12:00 AM; AEDT)** on **28 March 2024**. Six (6) winners in Australia will be selected based on time of entry (entry requirements detailed below) by The Promoter on **29 March 2024** and the winner will be notified on or after this date.

  • The Promotors competitions with entry via Instagram and/or Facebook are open only to residents of Australia. Six (6) winners will be chosen based on the time of entry from all entrants and across all platforms.

  • No purchase necessary. Winners will not be required to pay to enter the competition.

  • Entrants must be over 18 years old on the date of their entry.

  • Employees of The Promoter are not eligible to enter.

  • Instagram or Facebook are not in any way affiliated or involved in the competition.

  • Only one entry per person per competition will be accepted.

  • Each entrant shall enter the competition via Instagram by sharing the already published post by The Promoter that has eggs featured in the photo (whole eggs, not cooked eggs) of the post on their Instagram profile, tagging The Promoter using their Instagram (@vng_pets) handle, and following the Instagram profile of The Promoter (if they aren’t already following The Promoter).

  • The Prize will be awarded to the first six (6) winners based on the time of entry. The Promoter will not be held liable if the named prize becomes unavailable or cannot be fulfilled.

  • The Promoter will not be held liable for any failure of receipt of entries. The Promoter takes no responsibility for any entries which are lost, delayed, illegible, corrupted, damaged, incomplete or otherwise invalid.

  • To the extent permitted by applicable law, The Promoter’s liability under or in connection with the competition or these terms and conditions shall be limited to the cost price of the Prize in question.

  • To the extent permitted by applicable law, The Promoter shall not be liable under or in connection with these terms and conditions, the competition or any Prize for any indirect, special or consequential cost, expense, loss or damage suffered by a participant even if such cost, expense, loss or damage was reasonably foreseeable or might reasonably have been contemplated by the participant and the promoter and whether arising from breach of contract, tort, negligence, breach of statutory duty or otherwise.

  • Prizes are non-negotiable, non-transferable and non-refundable. No cash alternative is available. Where a Prize becomes unavailable for any reason, the promoter reserves the right to substitute that prize for a prize of equal or higher value.

  • The name, physical address, email address and phone number of the winner must be provided to The Promoter if requested and will be shared to enable fulfilment of the Prize.​

  • In the event of unforeseen circumstances beyond The Promoter’s reasonable control, the promoter reserves the right to cancel, terminate, modify or suspend the competition or these terms and conditions, either in whole or in part, with or without notice.

  • The Promoter's decision is final. No correspondence will be entered into.

  • The winner's names and social media usernames may be posted on the social media profiles of The Promotor after the winners have been selected.

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