Refund policy

Last updated: October 29, 2026

We want every FetchNest piece to earn its place in your home. If something isn't right, here is how returns and refunds work.

Returns

You have 14 days from the date your order is delivered to request a return. To be eligible, items must be unused, in the same condition you received them, and in their original packaging.

For hygiene reasons, consumable items (such as treats, chews and litter) can only be returned if they are unopened.

To start a return, email help@fetchnest.shop with your order number and the item you would like to return. We will reply with return instructions and the return address. Please do not send items back without contacting us first, as returns sent without instructions may not be accepted.

Return shipping

Return shipping costs are paid by the customer, except where the item arrived damaged, faulty or was not the item you ordered (see below). Original shipping charges are not refundable.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, email help@fetchnest.shop within 7 days of delivery with your order number and a photo of the issue. We will send a replacement or issue a full refund, including shipping, at no cost to you.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method. Please allow 5 to 10 business days for your bank or card provider to process it.

Cancellations

You can cancel an order for a full refund until it has been dispatched. Email help@fetchnest.shop as soon as possible with your order number. Once an order has been dispatched it can no longer be cancelled, but it can be returned under this policy.