Refund policy

Return and Refund Policy

At fetch&shop, we are committed to ensuring you receive high-quality products. To maintain efficient operations and offer competitive pricing, our refund and replacement policies are designed to quickly address product defects, damages, or shipping errors.

Please review our policy below regarding eligible refunds and replacements.

1. Damaged, Defective, or Incorrect Items

We will issue a full refund or send a free replacement if your item arrives damaged, defective, or if you receive the incorrect product (e.g., wrong size, color, or SKU).

  • Timeframe: You must report the issue to support@fetchandshop.com within 30 days of delivery.

  • Evidence Required: You must provide clear photo or video evidence demonstrating the defect or incorrect item.

  • Returns: In most cases of verified damage or defects, you will not be required to ship the physical item back to us. You may keep or dispose of the defective item.

2. Order Delays and Lost in Transit

We will issue a refund or resend your product if your order shows no tracking updates, remains pending, or is stuck in transit beyond the following timeframes (calculated from the shipping date):

  • United States orders: 45 days

  • Global orders: 60 days

  • Brazil orders: 110 days

3. Delivered Orders Not Received

If your tracking information indicates that the package was successfully delivered to your address, but you have not received it, a refund or replacement cannot be automatically processed.

To file a claim for a missing package marked as "delivered," you must obtain and submit a non-delivery certification from your local post office or carrier.

4. Order Cancellations

A full refund is available if you request to cancel your order before it has begun processing or shipping.

  • Exceptions: Certain custom items, such as Print-on-Demand products or pre-orders, cannot be canceled once the payment has been processed.

5. Items Not Eligible for Refunds

Please note that refunds or replacements will not be issued in the following scenarios:

  • General Dissatisfaction: We do not offer refunds for buyer's remorse or customer dissatisfaction unrelated to product quality or defects.

  • Damaged Packaging: If the external shipping packaging is damaged or dented, but the product inside is completely intact and functions properly, we cannot issue a refund.

  • Missing Certification: Claims of non-delivery on packages marked as "delivered" without an official non-delivery certification from the postal carrier.

How to Submit a Request

To request a refund or replacement, please email us at support@fetchandshop.com with the following information:

  1. Your order number and the email address used to place the order.

  2. A description of the issue.

  3. Clear photo or video evidence (for damaged, defective, or incorrect items).

  4. Any relevant tracking details or postal certifications (for delivery issues).

Once your request and evidence are validated by our support team, approved refunds will be processed back to your original payment method within 10 to 15 business days.