Refund policy

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
Please note that a $9.95 return fee will be deducted from your refund to cover return shipping and handling.

To start a return, you can contact us at info@fetchnbark.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Once we receive your return, please allow 5-10 business days for your return to be processed. We will email you and let you know that your return has been processed. 

You can always contact us for any return question at info@fetchnbark.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We accept product exchanges & refunds due to incorrect sizing or change of mind, so long as:

a. Item(s) have to be initiated for return within 30 days of having received the item;

b. Item(s) must be returned with the original tags still attached and in new condition.

Feel free to send your item(s) back with the carrier of your choice. Please note we do not offer return labels and you will be responsible for the cost of return shipping.

To begin the exchange process, you can reach our returns/customer service team at: info@fetchnbark.com who will reply to any exchange enquiry within 24 hours.

Please consider using a trackable shipping service for returns as we cannot guarantee that we will receive your returned item. We suggest taking a photo of your shipping receipt so that you are able to track this return. If we do not receive the item (ie, it gets lost in the mail and there is no tracking), we cannot refund/exchange for the lost item.

Once we have received the item, we will inspect for quality and initiate an exchange/refund depending on the outcome. 

Refunds can take up to 7 business days to process, depending on the bank.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@fetchnbark.com.