General Terms:
Fetch and Nest LLC reserves the right to update the rules when necessary, and the updated version will be published on www.fetchandnest.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Fetch and Nest LLC immediately. All buyers are deemed to accept the rules when using the services provided by Fetch and Nest LLC. Fetch and Nest LLC's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. If the period for the filed Return & Refund request has expired, Fetch and Nest LLC reserves the right not to provide any after-sales service thereafter.
Before an order is shipped out, the buyer has the right to cancel the order by contacting Fetch and Nest LLC via www.fetchandnest.com/contact-us
If Fetch and Nest LLC cannot fulfill the buyer's order within the order processing time due to, but not limited to, lack of stock or other conditions, Fetch and Nest LLC has the right to cancel and refund the order.
If the buyer receives damaged or broken goods and provides compelling evidence, the goods must be returned. Fetch and Nest LLC is responsible for providing the buyer with a prepaid return label within 3 business days for damaged/broken goods. Fetch and Nest LLC should refund the buyer once the return shows as in transit on the logistics website, and the buyer should use the provided prepaid return label.
Fetch and Nest LLC shall not accept after-sale requests for "non-defective remorse returns" and reserves the right to accept or reject such requests. Fetch and Nest LLC will abide by the policy under this condition.
If Fetch and Nest LLC accepts the after-sale request for the reason type of "non-defective remorse returns" and requires a "restocking & repacking fee", under Fetch and Nest LLC's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the order total price.
Fetch and Nest LLC shall not be required to provide a warranty, including whether to provide one or how to handle the warranty.
Fetch and Nest LLC shall restrict the refund time and redelivery time under the policy, including, but not limited to, whether the order should be refunded based on the policy, agree on refund or redelivery between Fetch and Nest LLC and the buyer or others, and Fetch and Nest LLC must refund within 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, they must provide evidence (as stated in the clause below) to Fetch and Nest LLC. If the buyer cannot provide compelling evidence within the order's after-sales period policy, Fetch and Nest LLC reserves the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Fetch and Nest LLC under various circumstances:
1. Refund Request Timing
The buyer has the right to request a full refund for the order that was not shipped within the stated processing time (as displayed on the order page).
Return & Refund Type Fetch and Nest LLC Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Fetch and Nest LLC will issue a refund for the order. The Return & Refund request is made within the stated processing time.
Fetch and Nest LLC has 3 business days to process the request after the buyer submits it. If Fetch and Nest LLC fails to process the refund request (accept or reject) within 3 business days, it will issue a refund for the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped. Fetch and Nest LLC has 10 business days to process the request after the buyer submits it. If Fetch and Nest LLC fails to process the refund request (accept or reject) within 10 business days, it will issue a refund for the order.
2. Goods Returned in Transit
If the package is sent back to Fetch and Nest LLC during transit for any reason and the buyer requests a refund, Fetch and Nest LLC should issue the refund within 3 business days of the request. In the same cases, if the buyer requests redelivery, Fetch and Nest LLC should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
Suppose the package/goods are destroyed in transit. The buyer has proof from the logistics website, such as a screenshot, showing that the order was destroyed. Fetch and Nest LLC should either refund the order within 3 business days of the buyer's refund request or provide redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove that the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent a complaint (through PayPal Dispute or another Gateway, e-mail, etc.).
c. The products need to be returned to Fetch and Nest LLC if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Fetch and Nest LLC will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders are lacking tracking information, are in transit, are pending, or are 60 days past the date they departed the Fetch and Nest LLC warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after the orders depart from Fetch and Nest LLC's warehouse.
b. For certain shipping methods, Fetch and Nest LLC cannot address your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the buyer's nearest post office and was held pending due to an insufficient address, an unclaimed package, or no such number. It will be much more convenient for clients to contact the local post office or to go there for delivery.
Because of factors like national realities, phone numbers, and religious beliefs in Israel, packages are typically delivered to self-pick-up cabinets, which can result in them being long overdue. It's much more convenient for clients to contact the local post office or visit it for delivery.
Sometimes, local tracking numbers may show a delivery signature, but the end customer claims the package has not been received. In such cases, Fetch and Nest LLC will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
3.2 Orders not Received
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert. The reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up on time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, we'll return the product to our logistics company. During the return, Fetch and Nest LLC assumes no responsibility for lost products.
3.3 Products Damaged
Fetch and Nest LLC offers a full refund or a replacement if the packages that arrived are badly damaged.
Fetch and Nest LLC offers a partial refund or a replacement if packages arrive partially damaged (except for thread, slight wrinkling, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Fetch and Nest LLC cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary electronic products, your clients shall complain or open a dispute with you within 30 days after the packages are delivered.
d. For service products, Fetch and Nest LLC refunds you the cost of the product, which is the price in the Chinese market. Otherwise, Fetch and Nest LLC will not be responsible for them.
3.4 Incorrect or Missing Products
Fetch and Nest LLC has a strict quality control process before products are dispatched.
Fetch and Nest LLC will deal with incorrect or missing products as follows:
a. For incorrect products, Fetch and Nest LLC offers a full refund or replacement.
b. For products with the wrong color or size, which don't affect product function, etc., Fetch and Nest LLC offers a refund or resend if you provide a screenshot of your complaint, including name, content, and date.
c. For parts missing that don’t affect product function, Fetch and Nest LLC may refund partially or resend the missing part; for parts missing that affect product function, Fetch and Nest LLC will resend the product only.
d. For accessories, Fetch and Nest LLC will resend the accessories.
Notes:
Regarding the size issue, please measure the product using the correct method and send us a photo of the measurement. Then our dispute team will handle your disputes quickly.
4. Wrong Receipt Information
If the buyer enters the wrong receipt information for an order, they should contact us at fetchandnestco@gmail.com to request that we update the order with the correct receipt information.
Please note that receipt information correction or order cancellation cannot be guaranteed.
If the order has already shipped, please get in touch with the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer may return the goods at their own expense. If the goods are returned in good condition, Fetch and Nest LLC shall refund the order within 3 business days of receipt or begin redelivery within 5 business days of receipt. Please note that the buyer will also be responsible for the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or incorrect goods, or other quality problems), the buyer should request a refund or redelivery with valid proof (photos/videos of the goods received that clearly show the problem). After the buyer submits a request at https://www.fetchandnest.com/contact-us, Fetch and Nest LLC should review the proof and respond within 3 business days.
If the proof checked by Fetch and Nest LLC is unclear or does not clearly show the problem, the proof is invalid, and Fetch and Nest LLC has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Fetch and Nest LLC, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Fetch and Nest LLC should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods don't need to be returned, Fetch and Nest LLC should issue a refund for the order within 3 business days of the refund request.
If the proof is valid and the buyer requests redelivery, Fetch and Nest LLC should redeliver within 5 business days of proof approval. Please note that Fetch and Nest LLC reserves the right to refund the order if the redelivery products are out of stock, or to allow buyers to reorder them once they are back in stock.
5.1 Incorrect or Missing Products
Fetch and Nest LLC has a strict quality control process before products are dispatched.
Fetch and Nest LLC will deal with incorrect or missing products as follows:
a. For incorrect products, Fetch and Nest LLC offers a full refund or replacement.
b. For products with the wrong color or size, which don't affect product function, etc., Fetch and Nest LLC offers a refund or resend if you provide a screenshot of your client's complaint, including name, content, and date.
c. For parts missing that don’t affect product function, Fetch and Nest LLC may refund partially or resend the missing part; for parts missing that affect product function, Fetch and Nest LLC will resend the product only.
d. For accessories, Fetch and Nest LLC will resend the accessories.
Notes:
Regarding the size issue, please measure the product using the correct method and send us a photo of the measurement. Then our dispute team will handle your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Fetch and Nest LLC may not refund the product cost.
b. Any disputes arising from bad quality, Fetch and Nest LLC may not accept as the supplier is not Fetch and Nest LLC.
c. For service products without Fetch and Nest LLC quality checking inspection, Fetch and Nest LLC may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Fetch and Nest LLC verifies that the tracking number is incorrect and fails to provide the correct one within 4 business days, Fetch and Nest LLC will issue a refund for the order.
6.2 Untimely Tracking Info Updates
If there is no update to the tracking info for more than 7 business days after the label is created and appears on the logistics website, and the buyer applies for a refund, Fetch and Nest LLC requires the refund order to be processed within 3 business days of the buyer's request.
Note: this clause does not apply to special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Fetch and Nest LLC fails to provide any valid or updated tracking information, the buyer may apply for a refund. Fetch and Nest LLC requires a refund for the order within 3 business days, as requested by the buyer.
Note: this clause does not apply to special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Fetch and Nest LLC lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When certain shipping methods are chosen, remote addresses will incur an additional charge.
6.5 Force Majeure
Fetch and Nest LLC takes no responsibility for any product damage or shipping delays caused by acts of God, including, but not limited to, epidemics, international events, strikes, war, earthquakes, floods, viruses, storms, heavy snow, and customs inspections. However, Fetch and Nest LLC will notify you at www.fetchandnest.com.
7. Other
If you encounter holidays, COVID-19, abnormal weather, or other unusual situations, please contact us at https://www.fetchandnest.com/contact-us.
We'll help buyers in these special circumstances on time. After notifying Fetch and Nest LLC, Buyers should expect a decision from Fetch and Nest LLC on these types of issues within two weeks.
Fetch and Nest LLC takes no responsibility for any product damage or shipping delays caused by acts of God, including but not limited to: epidemics, international situations, strikes, war, earthquakes, floods, viruses, storms, heavy snow, and customs inspections. However, Fetch and Nest LLC will notify you at www.fetchandnest.com/contact-us.
7.1 Return
If you'd like to return the products, please email Fetch and Nest LLC, and someone will respond within 1 to 5 business days.
Please return products within 10 days of receiving them, and after speaking with someone at Fetch and Nest LLC.
7.2 Orders Cancellation
For order cancellations, Fetch and Nest LLC offers a full refund before the warehouses process the orders.
a. After payment, POD orders cannot be canceled as they are customized.
b. After payment, preorder inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Fetch and Nest LLC has planned and prepared for you after payment.
7.3 Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Fetch and Nest LLC shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with the customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If you are unsatisfied with the after-sales solution, please open a dispute with Fetch and Nest LLC to help address the issue.
