Refund policy

Last updated: 26 May 2026

How returns work at Fetch & Fold. We want every product in your home to feel right - if something isn't, here's what happens next. If anything's unclear, email support@fetchandfold.com.au and we'll talk you through it.

1. Change-of-mind returns

You have 30 days from delivery to return any product for a full refund, provided:

The item is unused and in its original condition
The original packaging is intact
Tags and labels (if any) are still attached

We're a small, considered brand - every change-of-mind return that comes back unused goes to its next happy home. We can't accept change-of-mind returns on products that have been used, even briefly. If your pet has slept on, scratched, eaten from, chewed, or otherwise engaged with the product, please consider it loved and theirs.

Pets don't always take to something new straight away, and that's normal - but "my pet doesn't seem to like it" isn't treated differently to any other used item once it's been introduced to them. If you're unsure whether something's right for your pet before buying, email us at support@fetchandfold.com.au and we're happy to help you choose.

Return shipping for change-of-mind returns is at the customer's cost.

2. Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or isn't what you ordered, get in touch within 30 days of delivery. We'll cover the return shipping and either replace the item or issue a full refund - whichever you prefer. This applies regardless of whether the product has been used.

Please email support@fetchandfold.com.au with:

Your order number
Photos of the issue

The faster we know, the faster we can sort it.

3. Final sale items

For hygiene reasons, we can't accept change-of-mind returns on any product that comes into direct contact with your pet's food, water, waste, or body once it's been used or unwrapped from its packaging. As a general guide, this typically includes:

Litter mats, scoops, and litter tray accessories
Feeders, fountains, and feeding stations
Grooming tools that touch fur, skin, or claws directly (brushes, combs, nail tools)
Puppy pads and other absorbent or single-use hygiene items, once opened

This list is a guide, not the full word - any product that's hygiene-sensitive for the same reasons is treated the same way, whether or not it's named above. If a specific product is final sale, we'll flag it clearly on its product page and again at checkout, so there are no surprises.

This does not affect your statutory rights under the Australian Consumer Law for faulty items.

4. How to start a return

Email support@fetchandfold.com.au with your order number and reason for return
We'll respond within 48 hours (Monday to Friday) with return instructions and an address
Ship the item back using a tracked service of your choice
Once we receive the item and confirm its condition, your refund is processed within 3-5 business days

5. Refund timing

Refunds are processed to your original payment method within 3-5 business days of us receiving the returned item. Depending on your bank, the credit may take a further 5-10 business days to appear on your statement.

6. Exchanges

We don't offer direct exchanges. If you want a different size or colour, return the original item for a refund and place a new order.

7. Your rights under the Australian Consumer Law

Nothing in this policy affects your statutory rights under the Australian Consumer Law. Our products 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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.