Refund policy

Refund Policy

Because every Fetch Club hat is made to order especially for you, we're unable to accept returns or exchanges for change of mind, incorrect size choice, or buyer's remorse. Please choose your size carefully using our size guide before ordering. That said, we stand behind the quality of every hat — so if something's wrong with your order, we'll make it right.

Damaged, defective, or wrong items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you've received the wrong product, contact us within 30 days of receiving it at contact@fetchclub.store and include a photo of the issue. This helps us assess the problem quickly and arrange a free replacement or refund. Because our products are made to order, we're unable to process a claim without a photo of the fault.

Orders that don't arrive

If your tracking shows your order hasn't arrived, or it's significantly delayed, get in touch at contact@fetchclub.store and we'll investigate with the carrier and make it right with a replacement or refund.

How refunds work

Once we've reviewed your claim (and, for damaged or defective items, your photo), we'll let you know whether your refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us at contact@fetchclub.store.

Non-refundable items

Unless they arrive damaged, defective, or incorrect, we're unable to offer refunds on sale items or gift cards.

European Union 14-day cooling-off period

If your order is being shipped into the European Union, you may have the right to cancel your order within 14 days without justification, in line with EU consumer law. Please note that as our products are made to order and personalized to your selection, some items may be exempt from this right. Contact us at contact@fetchclub.store if you have questions about your specific order and we'll be happy to help.

Questions?

We're real people who genuinely want you and your dog to be happy. If anything's not right with your order, reach out any time at contact@fetchclub.store and we'll sort it out.