REFUNDS & RETURNS POLICY

Fetch – pawfetchers.com
Last updated: 5/02/2026

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

Under ACL, 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

CHANGE-OF-MIND RETURNS (14-DAY GUARANTEE)

We offer a 14-day change-of-mind return from the date you receive your order.

To be eligible for a change-of-mind return:

• The item must be unused

• In original condition

• In original packaging

• Returned within 14 days of delivery

Return shipping costs are the responsibility of the customer and are non-refundable.
Original shipping fees are non-refundable.

Once the item is received and inspected, we will issue a refund for the purchase price of the returned item only.

NON-RETURNABLE ITEMS

Unless required by Australian Consumer Law, we do not accept returns for:

• Used or damaged items (unless faulty)

• Items returned outside the 14-day period

• Items not in original packaging

• Clearance or final sale items (if marked as such)

• Gift cards

FAULTY OR DAMAGED ITEMS

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

• Your order number

• A description of the issue

• Clear photos or videos of the item

Where a product is deemed faulty under Australian Consumer Law, we will offer a repair, replacement, or refund, depending on the nature of the fault.

PET PRODUCT DISCLAIMER (RETURNS)

For hygiene and safety reasons, pet products that have been used, chewed, worn, or soiled cannot be returned, unless they are faulty.

We recommend supervising pets at all times and ensuring products are suitable for your pet’s size, breed, and behaviour before use.

REFUND PROCESSING TIMES

Once your return is approved and received:

• Refunds are processed within 5–10 business days

• Refunds are issued to the original payment method

• Processing times may vary depending on your bank or payment provider

EXCHANGES

We do not offer direct exchanges.
If you would like a different item, please return your original purchase (if eligible) and place a new order.

LATE OR MISSING REFUNDS

If you haven’t received your refund:

1. Check your bank account again

2. Contact your card provider or bank

3. If the issue persists, contact us via pawfetchers.com

SHIPPING COSTS

• Return shipping costs are non-refundable

• If you receive a refund, the cost of return shipping will not be included

• If an item is faulty or incorrect, Fetch will cover return shipping costs where required by law

HOW TO START A RETURN

To initiate a return, please contact us through pawfetchers.com with your order number and reason for return.
Returns sent without prior approval may not be accepted.

POLICY UPDATES

We reserve the right to update or change this Refunds & Returns Policy at any time. Any changes will be posted on this page.

Fetch- Pawfetchers.com 5/02/2026-4:30 pm

OVERVIEW

This website is operated by Fetch (“we”, “us”, “our”). Throughout the site, the terms “we”, “us” and “our” refer to Fetch. Fetch offers this website, including all information, tools and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including any additional terms, conditions and policies referenced herein and/or available by hyperlink.

These Terms apply to all users of the site, including without limitation browsers, customers, vendors, merchants, and contributors of content. If you do not agree to all the terms and conditions of this agreement, you may not access the website or use any services.

Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.

ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or territory of residence, or that you have given us consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction while using the Service.

You must not transmit any viruses, worms, or malicious code. Any breach of these Terms will result in immediate termination of your access to the Service.

GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time, to the extent permitted by law.

You understand that your content (excluding credit card information) may be transferred unencrypted across various networks. Credit card information is always encrypted during transfer.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without express written permission from us.

PRODUCTS, AVAILABILITY & DELAYS

All products are subject to availability. If an item you have ordered becomes unavailable, we will notify you and either issue a refund or provide store credit at our discretion.

During peak periods (including but not limited to Christmas, Black Friday, Cyber Monday, and Boxing Day), processing and shipping times may be extended. Delivery timeframes provided are estimates only.

PET PRODUCT DISCLAIMER

Fetch products are designed for general pet use only. They are not veterinary products and are not intended to diagnose, treat, cure, or prevent any medical condition.

You are responsible for determining whether a product is suitable for your pet, considering your pet’s size, breed, health, behaviour, and individual needs. Always supervise your pet when using new products.

To the maximum extent permitted by law, Fetch is not liable for injury, illness, damage, or loss arising from the misuse of products, failure to supervise pets, or failure to follow provided instructions.

ACCURACY OF INFORMATION

We do not guarantee that all information on this site is accurate, complete, or current. Content is provided for general information purposes only and reliance on such information is at your own risk.

We reserve the right to modify site content at any time without obligation to update prior information.

PRICING & SERVICE MODIFICATIONS

Prices are subject to change without notice.

We reserve the right to modify, suspend, or discontinue the Service (or any part of it) at any time without notice. We shall not be liable for any modification, price change, suspension, or discontinuance of the Service.

PRODUCTS & REPRESENTATION

We make every effort to display product colours and images as accurately as possible. However, we cannot guarantee your device’s display will accurately reflect the actual product.

We reserve the right to limit sales by person, household, geographic region, or jurisdiction, and to discontinue any product at any time.

BILLING & ACCOUNT INFORMATION

We reserve the right to refuse or cancel any order. Restrictions may include orders placed under the same account, payment method, or address.

You agree to provide current, complete, and accurate purchase and account information and to promptly update your details so we can complete transactions and contact you as needed.

OPTIONAL THIRD-PARTY TOOLS

We may provide access to third-party tools that we do not monitor or control. These tools are provided “as is” and “as available” without warranties. Use of these tools is entirely at your own risk.

THIRD-PARTY LINKS

Our Service may include content or links to third-party websites. We are not responsible for examining or evaluating third-party content and assume no liability for third-party materials, websites, or services.

USER COMMENTS & SUBMISSIONS

If you submit comments, ideas, reviews, or other content, you grant Fetch a non-exclusive, royalty-free, perpetual right to use, reproduce, and distribute such content for any purpose, including marketing.

You agree that your submissions will not violate any third-party rights or contain unlawful, abusive, or malicious material.

PERSONAL INFORMATION

Your submission of personal information is governed by our Privacy Policy, available on pawfetchers.com.

MONEY-BACK GUARANTEE & RETURNS

Under Australian Consumer Law, you are entitled to a replacement or refund for major faults.

In addition, Fetch offers a 14-day money-back guarantee for change-of-mind returns. Items must be returned unused, in original condition and packaging. Return shipping costs are the responsibility of the customer and are non-refundable. Original shipping fees are non-refundable.

REVIEWS & PROMOTIONS

We may use customer reviews submitted to pawfetchers.com for promotional purposes without identifying personal information.

ERRORS & OMISSIONS

Occasionally there may be errors, inaccuracies, or omissions related to product descriptions, pricing, promotions, shipping charges, or availability. We reserve the right to correct errors and cancel orders if information is inaccurate.

PROHIBITED USES

You are prohibited from using the site or its content for unlawful purposes, infringing intellectual property rights, transmitting malicious code, collecting personal data without consent, or interfering with security features.

DISCLAIMER & LIMITATION OF LIABILITY

To the maximum extent permitted by law, all products and services are provided “as is” and “as available”.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee under Australian Consumer Law that cannot be excluded.

To the extent permitted by law, Fetch is not liable for any indirect, incidental, or consequential damages arising from your use of the Service or products.

INDEMNIFICATION

You agree to indemnify and hold harmless Fetch and its affiliates from any claim or demand arising from your breach of these Terms or violation of any law.

SEVERABILITY

If any provision of these Terms is found unlawful or unenforceable, the remaining provisions shall remain in full force and effect.

TERMINATION

These Terms remain effective unless terminated by you or us. We may terminate your access at any time for breach of these Terms.

ENTIRE AGREEMENT

These Terms and any policies posted on this site constitute the entire agreement between you and Fetch and supersede any prior agreements.

GOVERNING LAW

These Terms are governed by and construed in accordance with the laws of Australia.

CHANGES TO TERMS

We reserve the right to update or replace these Terms at any time. Continued use of the website constitutes acceptance of any changes.

TRANSFER & ASSIGNMENT

Fetch may sell or transfer its business, website, and customer data to a third party without notice.

MOBILE TERMS OF SERVICE (SMS)

By opting into Fetch SMS messages, you consent to receive recurring text messages related to orders, promotions, and updates. Message frequency varies. Message and data rates may apply.

You may opt out at any time by replying STOP. For help, reply HELP or contact us via pawfetchers.com.

Wireless carriers are not liable for delayed or undelivered messages.

This website is operated by Fetch (“we”, “us”, “our”). Throughout the site, the terms “we”, “us” and “our” refer to Fetch. Fetch offers this website, including all information, tools and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including any additional terms, conditions and policies referenced herein and/or available by hyperlink.

These Terms apply to all users of the site, including without limitation browsers, customers, vendors, merchants, and contributors of content. If you do not agree to all the terms and conditions of this agreement, you may not access the website or use any services.

Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.

ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or territory of residence, or that you have given us consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction while using the Service.

You must not transmit any viruses, worms, or malicious code. Any breach of these Terms will result in immediate termination of your access to the Service.

GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time, to the extent permitted by law.

You understand that your content (excluding credit card information) may be transferred unencrypted across various networks. Credit card information is always encrypted during transfer.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without express written permission from us.

PRODUCTS, AVAILABILITY & DELAYS

All products are subject to availability. If an item you have ordered becomes unavailable, we will notify you and either issue a refund or provide store credit at our discretion.

During peak periods (including but not limited to Christmas, Black Friday, Cyber Monday, and Boxing Day), processing and shipping times may be extended. Delivery timeframes provided are estimates only.

PET PRODUCT DISCLAIMER

Fetch products are designed for general pet use only. They are not veterinary products and are not intended to diagnose, treat, cure, or prevent any medical condition.

You are responsible for determining whether a product is suitable for your pet, considering your pet’s size, breed, health, behaviour, and individual needs. Always supervise your pet when using new products.

To the maximum extent permitted by law, Fetch is not liable for injury, illness, damage, or loss arising from the misuse of products, failure to supervise pets, or failure to follow provided instructions.

ACCURACY OF INFORMATION

We do not guarantee that all information on this site is accurate, complete, or current. Content is provided for general information purposes only and reliance on such information is at your own risk.

We reserve the right to modify site content at any time without obligation to update prior information.

PRICING & SERVICE MODIFICATIONS

Prices are subject to change without notice.

We reserve the right to modify, suspend, or discontinue the Service (or any part of it) at any time without notice. We shall not be liable for any modification, price change, suspension, or discontinuance of the Service.

PRODUCTS & REPRESENTATION

We make every effort to display product colours and images as accurately as possible. However, we cannot guarantee your device’s display will accurately reflect the actual product.

We reserve the right to limit sales by person, household, geographic region, or jurisdiction, and to discontinue any product at any time.

BILLING & ACCOUNT INFORMATION

We reserve the right to refuse or cancel any order. Restrictions may include orders placed under the same account, payment method, or address.

You agree to provide current, complete, and accurate purchase and account information and to promptly update your details so we can complete transactions and contact you as needed.

OPTIONAL THIRD-PARTY TOOLS

We may provide access to third-party tools that we do not monitor or control. These tools are provided “as is” and “as available” without warranties. Use of these tools is entirely at your own risk.

THIRD-PARTY LINKS

Our Service may include content or links to third-party websites. We are not responsible for examining or evaluating third-party content and assume no liability for third-party materials, websites, or services.

USER COMMENTS & SUBMISSIONS

If you submit comments, ideas, reviews, or other content, you grant Fetch a non-exclusive, royalty-free, perpetual right to use, reproduce, and distribute such content for any purpose, including marketing.

You agree that your submissions will not violate any third-party rights or contain unlawful, abusive, or malicious material.

PERSONAL INFORMATION

Your submission of personal information is governed by our Privacy Policy, available on pawfetchers.com.

MONEY-BACK GUARANTEE & RETURNS

Under Australian Consumer Law, you are entitled to a replacement or refund for major faults.

In addition, Fetch offers a 14-day money-back guarantee for change-of-mind returns. Items must be returned unused, in original condition and packaging. Return shipping costs are the responsibility of the customer and are non-refundable. Original shipping fees are non-refundable.

REVIEWS & PROMOTIONS

We may use customer reviews submitted to pawfetchers.com for promotional purposes without identifying personal information.

ERRORS & OMISSIONS

Occasionally there may be errors, inaccuracies, or omissions related to product descriptions, pricing, promotions, shipping charges, or availability. We reserve the right to correct errors and cancel orders if information is inaccurate.

PROHIBITED USES

You are prohibited from using the site or its content for unlawful purposes, infringing intellectual property rights, transmitting malicious code, collecting personal data without consent, or interfering with security features.

DISCLAIMER & LIMITATION OF LIABILITY

To the maximum extent permitted by law, all products and services are provided “as is” and “as available”.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee under Australian Consumer Law that cannot be excluded.

To the extent permitted by law, Fetch is not liable for any indirect, incidental, or consequential damages arising from your use of the Service or products.

INDEMNIFICATION

You agree to indemnify and hold harmless Fetch and its affiliates from any claim or demand arising from your breach of these Terms or violation of any law.

SEVERABILITY

If any provision of these Terms is found unlawful or unenforceable, the remaining provisions shall remain in full force and effect.

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered "sales", "sharing", or "targeted advertising" under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.

Approximately 210,000 dogs are taken into council care and shelters annually in Australia, with about 190,000 to 200,000 pets, includingroughly 110,000 dogs, remaining unclaimed each year. These figures often include lost, stray, and abandoned dogs, with around 44,000 dogs tragically killed in pounds annually.

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered "sales", "sharing", or "targeted advertising" under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.