Política de reembolso

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 follow the instructions on your returns sheet included within your order, please read the return sheet carefully for exchange and refund information. 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, including images and as much detail as possible. When your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us for reasons C or D without first requesting a return will not be accepted.

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

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

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.), this includes any collar made to a specific size or adjusted. We also do not accept returns for hazardous materials, flammable liquids, or gases. Due to hygiene reasons, we reserve the right to reject the return of our hygiene pants. 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 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.

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 on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Postage Costs
For items returned for a refund or exchange (reason code A or B) it is the responsibility of the customer to pay the return postage costs.

If you are returning the items for reasons C or D (damage or incorrect item sent) we will cover the postage cost and will explain that process when you email support@houndsofeden.co.uk

 

Free Shipping and Returns
If you return items from an order that had free shipping and this brings the new order total below the £50 spend requirement to have free shipping, then a £4.99 shipping charge will be deducted from the refund amount.