Fetch Haus Refund & Returns Policy
Fetch Haus Refund & Returns Policy
At Fetch Haus, we want you and your pet to be completely happy with your purchase. If something isn't right, please get in touch and we'll do our best to help.
Our returns and refunds policy operates in accordance with the Australian Consumer Law (ACL). Nothing in this policy limits, excludes or replaces your rights under the ACL.
1. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, as well as compensation for any other reasonably foreseeable loss or damage resulting from a failure.
Where a product has a minor failure, we may repair or replace the product within a reasonable time. If the problem cannot be repaired or remedied within a reasonable time, you may be entitled to a refund or replacement.
A product may have a major failure where, for example, it:
would not have been purchased by a reasonable consumer who knew about the problem;
is unsafe;
is significantly different from its description, sample or demonstration;
does not do what we said it would do, or what you specifically told us you needed it to do, and the problem cannot easily be fixed within a reasonable time.
These rights apply regardless of whether a product is on sale, discounted or otherwise promoted.
2. Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as reasonably possible.
Depending on the circumstances and your rights under the ACL, we may provide a:
refund;
replacement;
repair; or
other appropriate remedy.
Please provide your proof of purchase and, where practical, photographs of damaged or incorrect products. This helps us resolve the issue quickly.
You do not need to return a product in its original packaging when making a claim under the Australian Consumer Law.
If Fetch Haus confirms that a product has a problem covered by the ACL, we will reimburse reasonable return postage or transport costs where applicable.
3. Change of Mind
If you simply change your mind about a purchase, Fetch Haus is not legally required to provide a refund or exchange.
However, because we value our customers, we may accept change-of-mind returns subject to the following conditions:
You contact us within
14 days of receiving your order
.
The product is
unused and unopened
.
The product is in its original saleable condition.
Any original packaging, labels, seals and accessories remain intact.
You can provide proof of purchase.
If we accept a change-of-mind return, the customer is responsible for reasonable return postage or delivery costs.
Change-of-mind returns are subject to our approval and do not apply where a product is faulty, defective, unsafe, damaged or otherwise covered by a consumer guarantee under the ACL.
4. Pet Food, Treats and Consumable Products
For health, safety and hygiene reasons, opened pet food, treats, supplements and other consumable products cannot generally be returned simply because you have changed your mind or your pet does not like the product.
This does not affect your rights under the Australian Consumer Law.
If a consumable product is faulty, contaminated, damaged, incorrectly supplied, unsafe, or otherwise fails to meet the consumer guarantees, please contact us. We will assess the issue and provide the appropriate remedy under the ACL.
Where appropriate, we may ask for photographs, batch numbers, expiry dates or other information to help us investigate the issue with the manufacturer or supplier.
5. Incorrect Product or Order
If we have sent you the wrong product, quantity or size, please contact us.
We will arrange the appropriate correction at no additional cost to you.
Where Fetch Haus has made an error, we will cover reasonable return and replacement delivery costs.
6. Products Damaged in Transit
If your order arrives visibly damaged, please take photographs of the packaging and product where possible and contact us as soon as reasonably practical.
We will work with you to resolve the issue and, where the problem is covered by the ACL, provide the appropriate remedy.
7. Refunds
Where a refund is approved, it will generally be processed using the original payment method.
Refund processing times may vary depending on your payment provider, bank or other payment service.
We cannot control the time taken by third-party payment providers to make funds available in your account.
8. Sale and Promotional Products
Products purchased during a sale or promotional period remain covered by the Australian Consumer Law.
A discounted or sale product may be excluded from a change-of-mind return where this has been clearly stated at the time of purchase.
However, we will not exclude or restrict your consumer guarantee rights simply because an item was discounted, on sale or purchased as part of a promotion.
9. Gift Cards and Store Credit
Gift cards and store credit cannot be exchanged for cash except where required by law.
Where a refund is legally required under the Australian Consumer Law, we will provide the applicable remedy regardless of whether the original purchase was paid by gift card, store credit or another payment method.
10. How to Request a Return or Refund
Please contact Fetch Haus with:
your name;
order number or proof of purchase;
the product involved;
a description of the issue; and
photographs or other information where relevant.
Email: accounts@fetchhaus.com.au
Phone: (02) 8044 3670
For online orders, please contact us before sending a product back so we can provide the appropriate return instructions.
11. Our Commitment
We believe returning a product shouldn't be difficult or confusing.
If something hasn't gone as expected, talk to us first. We'll look at the situation fairly and work with you to find an appropriate solution.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Fetch Haus
Shop 3/81 Princes Highway
St Peters NSW 2044
Australia