Returns & Refunds
Hound & Me Ltd is committed to exchange or refund any product that does not suit your expectation or that does not fit properly. In accordance with the United Kingdom's Consumer Contracts Regulations 2013, you have the right to return an item within 30 days after purchase. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. If you cannot return the product within this time frame, please let us know and if reasonable we may extend this period by a few days. According to the same law, personalised items cannot be returned (e.g. items with your pet's name printed on them).
To be eligible for a return, your product must be unused and in the same condition in which you received it. Items which smell of washing powder, odour spray or which appear to have been worn or damaged by your pet will not be refunded or exchanged.
We also reserve the right to refuse an exchange or refund if the item is returned to us by Royal Mail due to having provided an incorrect address, not having picked up the item at the post office, and similar reasons.
In the unlikely event of a noticeable defect in workmanship within 6 months of purchase Hound & Me Ltd will refund or exchange your product. The decision to replace or refund such a product is at our discretion. This does not include loose stitches or general wear & tear from use.
To complete your return, we require a receipt or proof of purchase and your name clearly included as a minimum.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Refunds will be dealt within 7 business days of receiving your returned item.
LATE OR MISSING REFUNDS
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
Please note refunds may take up to 14 business days for your bank to complete, depending on their processing time. This can greatly vary between card issuers, and we are not able to influence this.
If you have done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
41 Heol Bevan