RETURN AND REFUND POLICY

30-Day Return Policy

We offer a 30-day return policy. This means that you have 30 days from the date your order is delivered to submit a return request.

Submitting a return request does not automatically guarantee that the return will be approved. All returned products will be inspected to confirm that they meet the eligibility requirements described below.

Return Eligibility Requirements

To qualify for a return, the product must:

• Be in the same condition in which it was received.

• Be completely unused, unopened and unassembled.

• Show no signs of use, wear, damage, dirt, pet hair, scratches, odors or alteration.

• Include all original components, accessories, manuals, labels and promotional items.

• Be returned in its original, undamaged packaging.

• Include the original receipt, order confirmation or other valid proof of purchase.

Products that have been opened, tested, used, assembled, activated, damaged, altered or returned without their complete original packaging may be refused.

We reserve the right to reject a return or reduce the refund amount when the returned product does not meet these conditions, except where prohibited by applicable law.

Starting a Return

To request a return, contact us at fetchgo@use.startmail.com before sending the product.

Your return request should include:

• Your full name.

• Your order number.

• The email address used for the purchase.

• The reason for the return.

• Clear photographs or videos showing the product, its condition and its original packaging.

Approved returns must be sent to the following address:

[INSERT COMPLETE RETURN ADDRESS]

Products returned without prior authorization or sent to a different address will not be accepted.

After your request has been reviewed and approved, we will provide you with the return instructions. The customer is responsible for following those instructions correctly.

Return Shipping Costs

Unless the product is confirmed to be defective, damaged upon delivery or incorrect, the customer is responsible for all return shipping costs.

Original shipping charges, expedited delivery charges and any additional shipping fees are non-refundable, except where required by applicable law.

We do not provide prepaid return shipping labels for change-of-mind returns.

The customer is also responsible for any customs duties, import charges, handling fees or other costs associated with returning the product.

We strongly recommend using a tracked and insured shipping service. FetchGo is not responsible for return packages that are lost, delayed, damaged or delivered to the wrong address.

The return remains the customer’s responsibility until it has been received and inspected by our returns team.

Return Deadline

Once a return has been approved, the package must be shipped within the period stated in the return instructions.

Returns sent after the authorized deadline may be refused.

Damaged, Defective or Incorrect Items

Please inspect your order immediately after delivery.

Contact us at fetchgo@use.startmail.com as soon as possible if:

• The product arrived damaged.

• The product is defective.

• You received the wrong product.

• An essential component is missing.

Please provide your order number and clear photographs or videos of:

• The product.

• The defect or damage.

• The shipping box.

• The shipping label.

• The internal packaging.

Do not discard the product or packaging while your claim is being reviewed.

Where the claim is verified, we will provide an appropriate solution in accordance with applicable law. This may include a replacement, repair, store credit or refund.

Damage caused by misuse, incorrect installation, improper handling, normal wear and tear, unauthorized modification or failure to follow the product instructions is not considered a manufacturing defect.

Non-Returnable Items

The following products cannot be returned unless they arrived defective, damaged or incorrect, or unless applicable law requires otherwise:

• Opened, used, tested or assembled products.

• Products showing signs of wear, dirt, pet hair, scratches, odors or damage.

• Products returned without their original packaging.

• Products with missing accessories, components, manuals, tags or labels.

• Personalized, customized or special-order products.

• Personal care or hygiene-sensitive products that have been opened.

• Perishable goods, including food, flowers and plants.

• Hazardous materials, flammable liquids or gases.

• Gift cards.

• Final-sale or clearance products, where permitted by applicable law.

Contact us before purchasing if you have questions about whether a specific product is eligible for return.

Sale Items

Sale, promotional, clearance and final-sale items are not eligible for change-of-mind returns unless otherwise stated on the product page or required by applicable law.

Products that arrive defective, damaged or incorrect remain subject to any mandatory consumer rights that apply.

Exchanges

We do not process direct exchanges.

The fastest way to receive a different product is to request a return for the original item. Once the return has been approved, you may place a separate order for the replacement product.

Approval of a return does not reserve inventory or guarantee that another product will remain available.

European Union 14-Day Right of Withdrawal

If an order is delivered to a consumer in the European Union, the consumer may have the legal right to cancel the purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right, the customer must notify us within the applicable 14-day period.

The customer may be responsible for the direct cost of returning the goods when this has been disclosed before purchase, except where applicable law requires otherwise.

Customers may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning. The customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.

This section does not limit any mandatory rights relating to faulty, damaged, incorrect or non-conforming goods.

Refund Inspection and Approval

Once the returned package has been received, we will inspect the product and notify you whether the refund has been approved, partially approved or rejected.

A return may be rejected or subject to a deduction when:

• The product has been opened, used, tested or assembled.

• The product is incomplete.

• The original packaging is missing or damaged.

• The product shows signs of wear, dirt, pet hair, scratches, odors, misuse or alteration.

• The returned item does not match the product originally purchased.

• The return was sent without authorization.

• The return was sent after the authorized deadline.

• The customer failed to follow the return instructions.

• The package was damaged during return shipping due to insufficient packaging.

Any deduction will reflect the product’s loss in value, missing components, damage or reasonable costs incurred, where permitted by applicable law.

Refund Processing

If your refund is approved, it will be issued to the original payment method.

Please allow up to 10 business days after approval for the refund to be processed. Your bank or card provider may require additional time to post the funds to your account.

Shipping charges and return shipping costs are not refunded unless the return results from a verified defective, damaged or incorrect product, or applicable law requires reimbursement.

If more than 15 business days have passed since your refund was approved, contact us at fetchgo@use.startmail.com.

Refused or Undeliverable Deliveries

Orders that are refused, unclaimed or returned because the customer provided an incorrect or incomplete address may be refunded only after the package has been returned and inspected.

Original shipping costs, return shipping costs, customs charges and carrier fees may be deducted from the refund where permitted by applicable law.

Order Cancellations

Orders cannot be guaranteed to be cancelled after they have entered processing or have been dispatched.

When an order has already shipped, the customer must follow the standard return procedure after receiving it and will normally be responsible for the return shipping costs.

Chargebacks and Payment Disputes

Customers should contact us at fetchgo@use.startmail.com before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.

Fraudulent, abusive or misleading chargeback claims may be challenged using order records, tracking information, delivery confirmation and customer communications.

Nothing in this section limits a customer’s lawful right to dispute an unauthorized transaction or exercise mandatory consumer protections.

Contact Information

For questions regarding returns, refunds, damaged products or incorrect orders, contact:

fetchgo@use.startmail.com