Fetch Haus Refund & Returns Policy

At Fetch Haus, we’re committed to offering high-quality products and genuine customer support. Our Refund & Returns Policy complies with the Australian Consumer Law (ACL), which guarantees your rights when products are faulty, unsafe, or not as described.

This policy outlines how refunds, exchanges, and returns work for both in-store and online purchases.

In-Store Purchases

✅ Consumer Guarantees (Your Rights Under Australian Law)

You are entitled to a replacement, repair, or refund if a product:

Is faulty or defectiveIs not fit for purposeIs unsafeDoes not match its description

The remedy provided (refund, replacement or repair) will depend on whether the issue is considered a major or minor problem under the ACL.

🔄 Change of Mind Returns

While change-of-mind returns are not required by law, Fetch Haus offers:

Exchange or store credit

for unopened, unused items in original condition, returned within

30 days

Proof of purchase required

Food, treats, supplements, and consumables cannot be returned for change of mind due to health and safety regulations unless packaging is unopened and intact.

✅ Satisfaction Guarantee – Dry Food

At Fetch Haus, we stand behind the quality of the dry foods we stock. If your pet doesn’t enjoy their new dry food, you may return it under our Satisfaction Guarantee, subject to the following conditions:

At least 50% of the product must remain

in the original packaging.

Proof of purchase is required

for all returns or exchanges.The product must be

returned within 4 weeks

of the original purchase date.This guarantee applies to

dry food only

and does not cover treats, supplements, fresh, raw, or frozen products.Returns can be exchanged for another product or issued as store credit. Refunds may be provided at our discretion in line with Australian Consumer Law.

Online Purchases

🔄 Change of Mind

If you change your mind about an online order, you may return unopened, unused items within 30 days of receiving them.

Return postage is the customer’s responsibility

Once the item is received and inspected, we will issue a

refund (excluding shipping costs)

or

store credit

📦 Item Arrived Damaged, Faulty, or Incorrect

If your order arrives:

FaultyDamagedIncorrect

Please contact us within 7 days with your order number and photos.

In these cases, Fetch Haus will:

Cover the return postageOffer a refund, replacement, or repair — depending on the type of fault

📌 Important: We do not provide refunds or exchanges for change of mind on food, treats, or consumables unless the item is defective.

✅ Satisfaction Guarantee – Dry Food

At Fetch Haus, we stand behind the quality of the dry foods we stock. If your pet doesn’t enjoy their new dry food, you may return it under our Satisfaction Guarantee, subject to the following conditions:

At least 50% of the product must remain

in the original packaging.

Proof of purchase is required

for all returns or exchanges.The product must be

returned within 4 weeks

of the original purchase date.This guarantee applies to

dry food only

and does not cover treats, supplements, fresh, raw, or frozen products.Returns can be exchanged for another product or issued as store credit. Refunds may be provided at our discretion in line with Australian Consumer Law.

Non-Returnable Items

For safety and hygiene reasons (and to comply with ACCC standards), the following items cannot be returned unless faulty:

Opened food, treats, or supplementsUsed grooming toolsClearance or sale items (unless defective)

How to Request a Return

In-Store:

Pop in and speak with us directly — just bring the item and your proof of purchase.

Online:

Email: accounts@fetchhaus.com.au with:

* Your full name

* Order number

* Photos (if applicable)

* A description of the issue

We’ll respond promptly with next steps.

Our Commitment to You

We take pride in offering quality Australian and New Zealand pet products backed by real expertise — not high-pressure sales or promotions. While we always strive to exceed expectations, we also ensure that our policies fully comply with Australian Consumer Law and protect your rights as a customer.

If you have any questions about your return or your rights, please reach out — we’re always here to help.