Howdy Hounds Ltd — Returns & Refunds Policy

Last updated: 27th November 2025

We want you and your four-legged friend to love your purchase! If something isn’t quite right, this policy explains how to request a return, exchange, or refund.

Change of Mind Returns

You have 14 days from the date you receive your order to request a return in line with UK Consumer Contracts Regulations.

To be eligible for a return:

✔ The item must be unused

✔ In its original packaging

✔ Free from hair, odours, stains, or damage

✔ Returned with proof of purchase (e.g., order number)

If approved, you then have 14 days to return the item to us.

Non-Returnable Items

For safety, hygiene, and legal reasons, we cannot accept returns on:

• Used or worn collars, leads, harnesses
• Water bottles or feeding items once opened/used
• Gift cards
• Personalised or custom-made items
• Clearance or “final sale” items (if stated on product page)

If an item is faulty, these restrictions do not apply (see below).

Faulty or Incorrect Items

If your item is faulty or incorrect upon arrival:

• Contact us within 48 hours of delivery
• Send clear photos of the product and packaging
• Provide order details so we can assist quickly

We will arrange a replacement, repair, or refund in line with UK consumer law.

Normal wear and tear or damage caused by chewing, misuse, or improper fitting is not considered a manufacturing fault.

Exchanges

If you need a different size or colour:

• Exchanges are subject to stock availability
• Customers are responsible for return shipping costs
• Replacement items will be shipped after the return is received and inspected

You can also return for a refund and place a new order.

Return Shipping Costs

Unless an item is faulty:

• Return postage costs are the customer’s responsibility
• Original delivery charges are non-refundable

We recommend using a tracked service — lost returns cannot be refunded.

Refunds

Once we receive and inspect your return:

• We will notify you of approval or rejection
• Approved refunds will be issued to the original payment method
• Please allow 3–10 working days for funds to appear (processing times vary)

Partial refunds may be issued if items are returned in a condition that does not meet our standards.

Items Lost or Damaged in Return Transit

We are not responsible for items damaged or lost when being returned to us.

Please ensure products are packaged securely.

How to Request a Return

To start a return, please contact us:

Email: Email: Info@HowdyHounds.co.uk

Include your:

• Name
• Order number
• Item(s) you wish to return
• Reason for return + photos if needed

We will provide the return address and next steps.

Cancellations

Orders can be cancelled prior to dispatch.

If your order has already been processed or shipped, you must follow the returns process above.

Contact Us

If you have any questions or need help with a return:

Email: Info@HowdyHounds.co.uk

Website: www.HowdyHounds.co.uk