Refund policy

Made-to-Order Items

All Fetch & Form pieces are made to order, including selections for size, colour, finish, and nameplate options.

Because each item is produced specifically for the customer, we do not accept returns or offer refunds for change of mind, except where required under Australian Consumer Law.

Faulty or Damaged Items

We take great care in producing and packaging every order. If your item arrives faulty or damaged in transit, please contact us at contact@fetchandform.com.au within 48 hours of delivery.

To help us resolve the issue promptly, please include:

  • Your order number

  • Clear photos of the damaged item

  • Photos of the external packaging and internal packing materials

Please retain all packaging until we confirm next steps.

Where a product is confirmed to be faulty or damaged during transit, we will offer a replacement or refund in accordance with Australian Consumer Law.

What Is Not Considered a Fault

We are not responsible for damage caused after delivery, including but not limited to:

  • Drops or impact damage

  • Exposure to heat, water, moisture, chemicals, or cleaning agents

  • Normal wear and tear

  • Damage caused by pets or children

Return Shipping

Where a return is approved due to a confirmed fault or transit damage, Fetch & Form will cover the cost of return shipping.

In all other circumstances, return shipping costs are the responsibility of the customer.

Items returned without prior approval will not be accepted.

Non-Returnable Items

The following items cannot be returned or refunded, except where required under Australian Consumer Law:

  • Any bust with a nameplate attached

  • Custom or personalised items

  • Sale items

  • Gift cards

Busts that have had a nameplate fitted are considered customised and made specifically to order, and are therefore not eligible for change-of-mind returns.

If you are unsure whether your item is eligible, please contact us before purchasing.

European Union Customers

If your order is being shipped to the European Union, you are entitled to a 14-day cooling-off period under EU consumer law.

This right does not apply to personalised or made-to-order goods, including busts with nameplates attached, unless the item is faulty.

Refunds

If a refund is approved, it will be processed to your original payment method within 10 business days of approval.

Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at contact@fetchandform.com.au