Refund policy

We want you and your hound to be happy with your order. 

If something isn’t right, please get in touch and we’ll always do our best to help.


Natural treats, chews and edible products

Because many of the products we sell are food or edible treats, we cannot accept returns of products that have been opened, used or handled in a way that means they can no longer be resold safely.

This is for hygiene and food safety reasons.

This does not affect your statutory consumer rights.


If you’ve changed your mind

For products that are eligible for cancellation or return under UK consumer law, please contact us before sending anything back.

Please don’t simply post an item back to us without contacting us first.

Some products may be excluded from cancellation rights where permitted by law, including certain perishable or sealed products where the seal has been broken.

For online purchases, customers may have cancellation rights under consumer law, subject to the relevant exceptions. 


Damaged orders

Please check your order when it arrives.

If your parcel or product has arrived damaged, please contact us as soon as possible.

We may ask you to send photographs of:

  • The product
  • The packaging
  • Any visible damage

This helps us understand what has happened and deal with the issue with you and, where necessary, the delivery provider.


Incorrect item

If we’ve sent you the wrong product, please let us know as soon as possible.

We’ll arrange an appropriate solution, which may include a replacement or refund.


Faulty products

If you believe a product is faulty or doesn’t match what you ordered, please contact us.

We’ll assess the issue and work with you to find an appropriate solution.


Personalised products

Personalised or made-to-order products are made specifically for you and may not be eligible for cancellation or return where permitted by law.

This does not affect your rights if the item is faulty, damaged or not what you ordered.


Sale items

Sale items remain covered by your statutory consumer rights.

Any additional return restrictions will be clearly explained at the time of purchase.


Refunds

Where a refund has been agreed, it will normally be made to the original payment method.

Please allow some time for your bank or payment provider to process the refund.


Contact

For any questions about returns or refunds:


Hounds of Houghton

Houghton, Hampshire

Email: houndsofhoughton@gmail.com


Nothing in this policy affects your statutory consumer rights.