Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at woof@thehoundhut.dog. Please note that returns will need to be sent to the following address: The Hound Hut Limited, 20 Clapham Road, London, SW9 0JG 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at woof@thehoundhut.dog.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please contact us at woof@thehoundhut.dog.

RETURNS & REFUND POLICY
If you are not entirely satisfied with your purchase, we're here to help. We offer returns on non-perishable items only at the expense of the customer.
Unfortunately, we cannot accept returns on any food items including frozen foods, canned goods, haberdashery items, personalised items (i.e. dog tags), etc.


Our products can be returned within 30 days of receiving your order by contacting us at woof@thehoudhut.dog
 
To be eligible for a return, please ensure that:

  1. The product was received in the last 30 days
  2. The product is unopened and in its original packaging
  3. The product is not used or damaged

*Subject to your statutory rights, products that do not meet these criteria will not be considered for return.
*Items sent back to us without first requesting a return will not be accepted.
As soon as you receive your return details from your chosen courier, please inform us by email.
Please send the product with its original packing and follow these simple steps:

  1. Place your items back into the shipping box or postage bag it came in, along with.
  2. Print and attach your chosen courier shipping label to the outside of your box.
  3. Take it to your nearest drop-off centre at your convenience.

 
Exceptions | Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on Gift Cards.
 
EXCHANGES
Unfortunately, we cannot accept exchanges for any online purchases. Please visit the store for further information.


DAMAGED ITEMS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any items not reported as damaged on arrival will not be considered eligible for refund.
Any photographic evidence would be greatly appreciated by emailing woof@thehoundhut.dog
Items returned to us damaged and unable for resale will be offered back to you at the cost of shipping.

REFUNDS
To be eligible for a refund, your item must be returned in the same condition that you received it, unused, unopened and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and verified your return, and let you know if the refund was approved or not. If verified, you’ll be automatically refunded by your original payment method.
NB If we have not received your return within 30 days of you receiving the label, you may not be eligible for a refund.
It can take some time for your bank or credit card company to process and post the refund so please check with your bank or credit card company. Please allow up to 10 days before the refund reaches your account.
*Please also allow extra time for deliveries/returns during Christmas and the festive period and also during UK public holidays*
 
CONTACT US
If you have any questions about our Returns and Refunds Policy, please contact us:
By email: woof@thehoundhut.dog
By visiting this page on our website: https://www.thehoundhut.dog/
This policy does not affect your statutory rights to the extent such rights may not be excluded by law. All other rights capable of exclusion by law are excluded.