Refund policy

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.