Refund policy

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.

Pet beds, mats, toys, bowls, harnesses, collars, and grooming items
Because these products come into direct contact with an animal, they can only be returned if unused and in their original, unopened packaging with any hygiene seal intact. If an item shows signs of use by a pet (for example, a bed that has been slept on, a toy that has been chewed, or a harness that has been worn), we will not be able to resell it as new. In these cases we may reduce the refund to reflect the item's reduced resale value, up to the full purchase price, or decline the return, depending on the extent of use. This does not affect your rights if the item is faulty. 

To start a return, you can contact us at info@halehounds.com or alternatively visit our Contact Us page. Please note that returns will need to be sent to our warehouse using your own return shipping label. 

If your return is accepted, you will need to buy your own return shipping label, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@halehounds.com

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@halehounds.com

Your statutory rights
Nothing in this policy affects your legal right to cancel a distance sale within 14 days of receiving your order under the Consumer Contracts Regulations 2013, or your right to a repair, replacement, or refund for faulty goods under the Consumer Rights Act 2015. Where the law entitles you to a refund, we will always honour it.