Returns & Refund Policy

At Fetch & Fabulous, we are committed to providing you with high-quality products and excellent service. We want you and your pets to be happy with every purchase. This policy outlines your rights and our procedures for returns and refunds in Australia, in accordance with the Australian Consumer Law (ACL).
 

1. Your Rights Under Australian Consumer Law (ACL) - Consumer Guarantees

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
 

A product has a major failure when:

• It is unsafe.

• It is significantly different from the description, sample, or demonstration model.

• It is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.

• It does not do what you asked for and cannot easily be fixed within a reasonable time.

• You would not have bought it if you had known about the problem.
   

A product has a minor failure when it does not meet a consumer guarantee, but it is not a major failure. For minor failures, we can choose to repair the goods, replace the goods, or provide a refund.
 

2. Change of Mind Returns (Our Policy - At Our Discretion)

While we are not legally required to offer a refund or exchange for change of mind, we want you to shop with confidence. We offer a 30-day change of mind return period, which means you have 30 days after receiving your item to request a return for a change of mind.
 

To be eligible for a change of mind return, your item must be:

• In the exact condition that you received it – unworn, unused, and undamaged.

• With all original tags still attached.

• In its original, unopened packaging.

• Accompanied by the receipt or proof of purchase.
   

To start a change of mind return:
Please contact us via our Contact Us page. If your change of mind return request is accepted, we will provide you with instructions on how to return your package. Items sent back to us without first requesting a return will not be accepted.
 

Please note: For change of mind returns, a 10% restocking fee will apply to the refunded amount. Return shipping costs for change of mind are at the buyer's expense. We cannot credit goods that have had their labels removed or have become dirty.
 

Return Address: Please address parcels to:
Fetch & Fabulous Returns 110 Levels Road Cavan SA 5094
 

3. Damages and Issues (Faulty/Damaged Items)

Please inspect your order immediately upon reception. If the item is defective, damaged (not due to misuse), or if you receive the wrong item, please contact us immediately via our Contact Us page. This allows us to promptly assess the issue and work with you to arrange a suitable remedy (repair, replacement, or refund) in accordance with the ACL.
 

In cases where a product is faulty or significantly deviates from its description, Fetch & Fabulous is responsible for providing a pre-paid return label to the consumer.
 

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned due to their nature, unless they are faulty and covered by a consumer guarantee:

• Perishable goods (such as fresh food, flowers, or plants).

• Custom products (such as special orders or personalised items).

• Personal care or hygiene goods (such as opened beauty products, unless faulty).

• Hazardous materials, flammable liquids, or gases.
   

Specifically for pet products, we generally cannot accept returns for food, medicine, or supplements for change of mind. However, your rights under the Australian Consumer Law still apply if there is something wrong with these items (e.g., they are recalled, out of date, received damaged, or otherwise fail to meet a consumer guarantee). Additionally, we cannot accept returns on sale items or gift cards for change of mind. However, your rights under the Australian Consumer Law still apply if these items are faulty.
 

Please get in touch if you have questions or concerns about your specific item.
 

5. Exchanges

The fastest way to ensure you get the item you want for a change of mind is to return the item you have (following our change of mind policy above), and once that return is accepted, make a separate purchase for the new item.

If an item is faulty, we will discuss the best remedy with you, which may include a replacement, repair, or refund, as per the ACL.
 

6. Refunds

We will notify you once we’ve received and inspected your returned item and let you know if the refund was approved based on this policy and the ACL. If approved, your refund will be processed to your original payment method, minus any applicable 10% restocking fee for change of mind returns.

We aim to process refunds within 10 business days of approving the return. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account. This is beyond our control.
 

For faulty items where a refund is the chosen remedy, we will also reimburse you for any reasonable return shipping costs you have incurred. Please keep receipts for these costs. As stated in Section 3, for faulty products or significant deviations, we will provide a pre-paid return label to facilitate the return.
 

If more than 15 business days have passed since we’ve approved your refund and you have not received it, please contact us via our Contact Us page.