Return and Refund Policy

Last updated: 5 August 2026

At Fetched Co, we want you and your pup to be happy with every order. This policy explains how returns, replacements and refunds are handled for purchases made through fetchedco.com.au.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Change-of-mind returns

Because our products are food items and must be stored and handled safely, we do not accept returns or provide refunds for change of mind. This includes circumstances where:

• your dog does not like the product;

• you ordered the wrong product or quantity;

• your dog’s preferences, diet or circumstances change;

• the product is no longer required; or

• a subscription order was processed before it was paused or cancelled.

Please review your order and subscription details carefully before payment or renewal.

Faulty, damaged or incorrect products

If your order arrives damaged, defective, unsafe, materially different from its description or incorrect, please contact us as soon as reasonably possible at info@fetchedco.com.au.

Please include:

• your name and order number;

• a description of the issue;

• clear photographs of the product, packaging and shipping label, where relevant; and

• any other information reasonably required to assess the issue, such as the product’s batch number or best-before date.

Please keep the affected product and its packaging until we have assessed your claim. We may ask you not to use or dispose of the product while the matter is being investigated, unless keeping it would be unsafe.

We are entitled to inspect or assess a product before providing a remedy.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to reject the product and choose a refund or replacement. If the failure is minor, we may choose to provide an appropriate remedy within a reasonable time.

Depending on the circumstances, you may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.

A remedy will not ordinarily be available where:

• the product was misused or stored contrary to its instructions;

• the problem resulted from damage occurring after delivery;

• you knew about the relevant fault before purchasing the product; or

• the product simply did not suit your dog’s individual taste or preferences.

These examples do not limit any rights you may have under the Australian Consumer Law.

Food safety and storage

Please inspect your order when it arrives and follow all storage, handling and feeding instructions provided with the product.

Do not feed a product to your dog if its packaging is open, damaged or compromised when it arrives, or if you reasonably believe the product may be unsafe. Contact us promptly so we can assess the issue.

Individual animals may have different dietary requirements, sensitivities or allergies. Unless a product is faulty, unsafe, incorrectly described or otherwise fails to comply with a consumer guarantee, we do not provide refunds because a product is unsuitable for a particular dog.

If your dog becomes unwell, stop using the product and seek advice from a qualified veterinarian.

Delivery problems

If you receive the wrong product, an incomplete order or an order damaged during delivery, contact us as soon as reasonably possible.

If tracking shows that an order has been delivered but you cannot locate it, first check the delivery location, surrounding property and whether another household member or neighbour accepted it. You should then contact the delivery carrier and notify us so we can assist where reasonably possible.

Fetched Co is not responsible for delivery issues caused by an incorrect or incomplete address supplied by the customer, except where required by law. Additional delivery charges may apply if an order must be resent because the address provided was incorrect.

Subscription orders

Subscriptions may be paused or cancelled at any time in accordance with the subscription terms displayed on our website. A pause or cancellation must be completed before the next order is processed.

Once a subscription order has been processed or dispatched, it cannot be cancelled or refunded for change of mind. This does not affect your rights where the product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.

Cancelling a subscription prevents future renewals; it does not automatically cancel an order that has already been processed.

Returning a product

Please contact us before returning any product. Unauthorised returns may not be accepted.

If a return is required, we will provide return instructions. Where a product fails to meet a consumer guarantee, Fetched Co will cover reasonable return costs as required by Australian Consumer Law.

For an approved change-of-mind return, if one is offered at our discretion in exceptional circumstances, the customer may be responsible for return shipping and the original delivery charge. Offering an exception does not require us to offer the same exception in the future.

Refunds

Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.

Although we will process an approved refund promptly, the time taken for it to appear in your account may depend on your bank or payment provider. Original delivery charges will be refunded where required by Australian Consumer Law.

Proof of purchase

We may request reasonable proof of purchase, such as an order confirmation, receipt or other transaction record, before providing a remedy.

Contact us

For questions or requests relating to returns, replacements or refunds, contact:

Fetched Co
Email: info@fetchedco.com.au
Website: https://fetchedco.com.au