Fetch Returns Policy

Along with aiding your pet parent journey, we’ve made it our mission to make sure you are 100% happy with your order. We’ve pulled together our top FAQs on how to return any items.

I’ve changed my mind – can I get a refund?
We all have second thoughts every now and again. That’s why we accept returns on most items, provided they are returned within 14 days of you receiving them.

Unfortunately, unless there is a fault with the item or it doesn’t match the description as advertised, there are a few items that we cannot refund:

  • Products that have been used
  • Products that aren’t in a re-saleable condition, or not in their original packaging
  • Unsealed pet or animal toiletries
  • Veterinary Medicinal Products
  • Personalised or made to measure products
  • Perishable goods
  • Products that become mixed inseparably with other items, after delivery
  • Unsealed CDs, DVDs, tapes or other recording media, software or video
  • My item is eligible for a refund – what should I do now?
    To cut out the hassle, you can return your items via CollectPlus for FREE. Doing so is quick and easy – simply create a label, package up your items, and drop them off at a CollectPlus location near you. Receiving your items can take up to 7 working days.

    Once we’ve received your return, we’ll send you an email to confirm your refund. On occasion, we may need to get in touch for further details before processing your refund.

    Alternatively, if you are placing a future Fetch order to be delivered by an Ocado van, or have an Ocado shop booked you can return your items to your Ocado driver. Just let them know that you are returning items from Fetch and that you'll need a refund. They'll provide you with a receipt for your return and get in touch with our Customer Service Team who will process the refund.

    Please note that our Courier drivers are unable to take back items from you, so if you have a future Courier order please use CollectPlus to return your items.

    I’ve received an incorrect, damaged or faulty item – what should I do?
    From time to time, mistakes can occur when packing your items. If you have received an incorrect or damaged item, or find your product is faulty, please get in touch – with your order number to hand – and a member of our team will be happy to help. Email us at fetch@fetch.co.uk or drop us a message on Live Chat with images of the item.

    Where is my refund?
    We will credit your payment card – provided payment has already been debited – with the price of the items you are returning. Please note that it can take up to 14 days from us receiving your items to see the refund reflected on your account. This is due to the processing times of some card providers.

    Other Terms and Conditions

    Veterinary Medicines
    Due to Veterinary Regulations we're unable to accept any returns for Veterinary Medicines, such as flea or worming treatments, unless they are faulty. If your item is faulty, you can return the item to us for a full refund. Please email us at fetch@fetch.co.uk or chat with us via Live Chat.

    Will I receive a refund for the delivery costs I paid?
    If you are returning your whole order, please note that the maximum refund for delivery costs is the cost of standard delivery – even if you selected an alternative delivery option (i.e. Next-Day Delivery) at a higher cost. If you are returning individual items from a larger order, you will not receive a refund for delivery.

    Why have I not received a full refund?
    We reserve the right to reduce your refund – excluding delivery costs – to reflect any reduction in the value of the product caused by you not handling the items with reasonable care. We kindly ask that you refrain from removing any seals whilst examining your items, unless you are certain that you intend to keep them.

    Fetch Returns Policy forms part of fetch.co.uk website Terms and Conditions. This Returns Policy does not affect your legal rights.