Refund policy
Last updated: 06 June 2025
At Fetch, we design our products to last and be loved. But if something isn’t quite right, we’re here to help. In accordance with the South African Consumer Protection Act, you may return eligible items within 14 calendar days of delivery for a full refund, subject to the conditions below.
Return Eligibility
We accept returns on most full-priced items within 14 calendar days of delivery, provided they meet the following conditions:
- Items must be unused, unwashed, and in their original condition and packaging.
- Items must be free from pet hair, odor, dirt, or other signs of wear.
- Proof of purchase (order number or receipt) must be provided.
Returns that do not meet these conditions may be rejected at our discretion. If a return is rejected, the item may be returned to you at your cost or disposed of if not claimed within 30 days.
Items Not Eligible for Return
For hygiene and safety reasons, the following items are not eligible for return or exchange:
- Used or soiled collars, leads, harnesses, or poo bags.
- Final sale or promotional items.
- Custom or personalised products.
Return Process
To initiate a return, email hello@fetchpets.co.za with:
- Your order number.
- A short explanation for the return.
- Photos, if the item is damaged or faulty.
Once your return is approved, we will provide return instructions, including the return address. The item must be shipped back to us within 7 calendar days of approval using a tracked courier service. Fetch Group (Pty) Ltd is not responsible for items lost or damaged in transit. Returns without tracking may not be processed if lost.
Return Shipping
Return shipping costs are the customer’s responsibility unless the item is faulty or incorrectly supplied. For faulty or incorrect items, we will provide a prepaid return label or reimburse reasonable shipping costs upon receipt of the item. We recommend using a tracked courier service for all returns.
Refunds
Once your return is received and inspected, we’ll send you a confirmation email. If approved, your refund will be processed to your original payment method within 5–10 business days or as required by law. Shipping costs are non-refundable unless the item was sent in error. In cases of defective or incorrect items, we may offer repair, replacement, or a refund at our discretion.
Exchanges
To request a different size or product, contact hello@fetchpets.co.za within 14 calendar days of delivery. Exchanges are subject to product availability and are only processed once the original item is returned and inspected. Additional shipping costs for exchanges are the customer’s responsibility unless the original item was faulty or incorrect.