Returns Policy
We want you and your pet to love every single Houndr purchase. If for any reason you're not completely satisfied, we've made the returns process as simple as possible.
Our Promise
If you're unhappy with your order for any reason, contact us within 30 days of receiving it and we'll make it right — whether that's a full refund, a replacement, or store credit. No awkward questions, no lengthy back and forth.
Eligibility
To be eligible for a return:
- Items must be returned within 30 days of the delivery date
- Items must be unused and in their original packaging
- Proof of purchase is required
How to Start a Return
- Email us at 'malachig2277@gmail.com' with your order number and reason for return
- We'll respond within 24 hours with return instructions
- Once we receive and inspect the item we'll process your refund within 5–7 business days
Refunds
Refunds are issued to your original payment method. Please allow 5–7 business days for the refund to appear in your account depending on your bank or payment provider.
Non-Returnable Items
For hygiene reasons the following cannot be returned unless faulty:
- Food and treat products
- Grooming products that have been opened
- Personalised or custom items
Damaged or Faulty Items
If your item arrives damaged or faulty please email us at [your support email] within 48 hours of delivery with a photo of the damage. We'll send a replacement or issue a full refund immediately — no need to return the item.
Wrong Item Received
If you received the wrong item we sincerely apologise. Contact us straight away and we'll dispatch the correct item and arrange collection of the wrong one at no cost to you.
Return Shipping Costs
- If the item is faulty or wrong — we cover the return shipping in full
- If you've changed your mind — return shipping is the customer's responsibility