Terms and Conditions

Overview

Our refund and returns policy lasts for 60 days from the date of purchase. If 60 days have passed since your purchase, we are unable to offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also not be damaged by you.

To complete your return, we require that you contact us in advance to organise an RMA. To do this, we require your proof of purchase and also to have the product(s) shipped back to us prior to the refund being issued. The cost of return shipping the product back to us will be a cost you agree to bear. When we receive the product our team will then assess the product and if deemed appropriate, we will then issue a refund to your account.

Please do not send your product(s) back to the manufacturer; instead send them to: Fetch Buddy – Dup 1 4 Christine Drive, Coomera QLD 4209 Australia

There are certain situations where only partial refunds are granted:

1. Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.
2. Any item that is returned more than 60 days after delivery (we are unable to refund or exchange beyond that window)

Refunds / Cancellations

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed and a credit will automatically be applied to your credit card or your original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially cleared.

Next contact your bank. There is often some processing time before a refund is fully cleared.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@fetchbuddy.net

Sale items

Only regular priced items may be refunded. Items that are on sale may not be able to be refunded.

Cancellations

Cancellations with complete refunds are possible within the first 12 hours of the order being placed. Please contact us immediately otherwise the fulfilment process would have began and it may make the cancellation process more difficult.

Exchanges

We only replace items if they are defective (DOA) or damaged by the courier. If you need to exchange it for the same item – please first send us an email at support@fetchbuddy.net for confirmation and then when approved you may send your item back to: Fetch Buddy – Dup 1 4 Christine Drive, Coomera QLD 4209 Australia. If the item is defective/DOA or damaged by the courier we will discuss with you the best shipping method to return the product.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product (after emailing us with your RMA request and approval), you should mail your product to: Fetch Buddy – Dup 1 4 Christine Drive, Coomera QLD 4209 Australia.

You will be responsible for paying for your own return shipping costs if the fault is not ours (DOA or damaged via the courier). Shipping costs are non-refundable. Where the product is DOA or damaged in transit by the courier – we will rectify the situation and cover shipping.

Depending on where you live, the time it may take for your exchanged product to reach you may vary as it is subject to international delivery and courier processes / delays.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item as this will fall on the the courier’s responsibility.