Refund policy

Our goal is for you and your dog/s to be completely happy with your new items and have a great fit. If your item is not suitable for your dog, we are always happy to work with you to find the perfect fit, and can arrange free postage back to us for a free exchange. Just reach out to us on our Live Chat or email. Have your dog's measurements (neck & chest) or breed, age and weight to hand, we have over 10yrs of experience and are pretty good at understanding which size or designs of harness will fit certain breeds/dogs best. 

Exchanges:

We offer free exchanges, simply pack up and send back your item to the address below, or cut out and use the address on the back of your invoice. If you want a free returns label or book a Royal Mail collection back to us, then please contact us first.

Please include your invoice in your parcel and write on there what size you want to exchange to. If you are not sure on sizing, write down your dog's neck & chest measurements, or give us some details such as: Dog breed, Age, Gender, and Weight. If you would like to swap to a different design or harness type, please note this down too. If you have lost your invoice slip, then please just include a piece of paper with your name, address and details above on.

If the item you want to exchange to is less or more expensive than your original order, we will issue you a refund, or send an invoice for any additional costs to the email address on your order, before shipping the item back to you for free.

 

The Item is fine, but I changed my mind, I want a refund:

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. You can follow the instructions on the back of your invoice, where you just need to tick you would like a refund. You will also find our address on the back of the invoice, so you can cut this out and tape it to your parcel. Please ensure your items are packaged well & taped securely. 

Faulty/Incorrect Items received:

If your return is for a faulty or incorrect item received (option C or D on the return sheet), please email support@houndsofeden.co.uk or contact our Live Chat, including images and as much detail as possible. When your return is accepted, we’ll send you a free returns link, from which you will be able to either print off a label, or if you have no printer you can take it to a post office where they will print the label for you, or you can arrange for Royal Mail to come to your door, and they will print the label and take the item from you. 

You can always contact us for any query at support@houndsofeden.co.uk.

Please note emails responses can take 1-3 working days. Our Live Chat on the website may have a much faster response time.

Online Self-Serve Returns requests:

You can also request a return via our online Returns Portal, simply log into your account and find the "Return" option on your fulfilled orders; if available, select items, state a reason, and submit, you should receive a free returns label link, if approved. Online return requests can take 48hrs or so to be processed. 

Condition of Items to be eligible for exchange or refund:

To be eligible for a return, your item must be in the same condition that you received it, we allow for items to be tried on your dog/s, but they must not be worn for long periods or used on walks, the metal hardware must be unscratched, items should still have tags on where applicable, and be free of any hair or dirt. Please note, if items are returned to us in a dirty or used state, we will email you with photos as proof and return the item to you.

Damaged items on receipt and other issues:

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing or if you have received the wrong item, so that we can evaluate the issue and make it right. Please include images where possible. Missing items should be reported within 48 hours of receipt, if reported after this we will consider the items delivered and received at our discretion. If anything is missing from your order, we will of course arrange for this to be sent out to you ASAP.

Exceptions / non-returnable/non-refundable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items including name tags, name plates etc.), and any items which may have been shortened or changed for you e.g: collar or lead made smaller to a specific requested size or adjusted for you. If the item is faulty or not correct, then please contact us as soon as possible.

Due to hygiene reasons, we reserve the right to reject the return of our hygiene pants, if we feel there is evidence they have been worn/used beyond just trying them on for sizing. This is for safety and hygiene reasons. Please get in touch if you have questions or concerns about your specific item. 

Exchange needed for different size/design as I changed my mind but need it fast:

The fastest way to ensure you get what you want is to return the item you have for a refund and place another order. We sell out of stock very fast, so this is the best way to ensure you get the size/design you want. Please ensure you follow the instructions on your return slip, if you have placed a new order then you just need to tick refund. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded onto your original payment method and an email will be sent. Please note, it can take some time for your bank or credit card company to process the refund, their end. Most customers will have the money back in their accounts within 2-7days of us receiving their return.

 

Postage Costs
For items are returned for a refund or exchange (reason code A or B) it is the responsibility of the customer to pay the return postage costs. As much as we would love to be able to cover all returns postage requests, we are only a small business, and sadly cannot afford to pay postage costs for people simply changing their minds, or deciding they do not want the item any more. We will happily pay for you to exchange to a different size or design, you just need to email us or contact us via our Live Chat as previously noted above. 

If you are returning the items for reasons C or D (damage or incorrect item sent) we will cover the postage cost and provide a free returns label or let you book a collection from your home.