Return & Refund Policy

At Fetchpureshop, we want you to love your purchase. However, we understand that sometimes things just don’t work out. This policy explains how we handle returns, refunds, and exchanges to ensure a smooth experience for all of our customers.

1. Return Eligibility & Timeframe
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition as when you received it.

  • It must be unused, unworn, and unwashed.

  • It must be in its original packaging, with all tags and labels attached.

  • You will need your receipt or proof of purchase (order number).

2. How to Start a Return
To initiate a return, please contact us first at support@fetchpureshop.com.

Please note:

  • Items returned without first requesting a return will not be accepted.

  • Do not send your item back to the manufacturer’s address listed on the shipping label. We will provide you with the correct return shipping address and further instructions via email.

  • If your return is accepted, we’ll send you the necessary return instructions. Customers are generally responsible for return shipping costs unless the item is defective.

3. Damages & Issues
Please inspect your order immediately upon receiving it. If the item is defective, damaged, or incorrect, contact us right away so we can resolve the issue.

For damaged items, please include photos of both the product and the packaging when you email us, so we can quickly address the situation.

4. Exceptions / Non-Returnable Items
Certain items cannot be returned, such as:

  • Perishable goods (e.g., food, flowers, or plants).

  • Custom or personalized items.

  • Personal care items (e.g., beauty products, soaps, or toothbrushes) for hygiene reasons.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items and gift cards, which are non-returnable.

5. Exchanges
To exchange an item, we recommend you return the item and, once the return is approved, place a new order for the desired product.

6. European Union 14-Day Cooling-Off Period
If your purchase is being shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason and without justification. As with our standard return policy, the item must be in the same condition you received it, unworn or unused, with tags attached, and in its original packaging.

7. Refunds
Once we receive and inspect your return, we will notify you if your refund is approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please keep in mind that it may take some additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please reach out to us at support@fetchpureshop.com.

8. Return Address
Please contact our support team before returning your item to confirm the correct return address. Our headquarters for returns and correspondence is:

Hong Kong Yuanmao Trading Co., Limited
Flat B01, 2/F, Kin Tak Fung Industrial Building,
174 Wai Yip Street, Kwun Tong, Hong Kong