Refund policy


Refund policy

Return Policy for Hound and Heaven

At Hound and Heaven, we value our customers immensely and strive to make your shopping experience seamless and satisfactory. We acknowledge that shopping online can present challenges, hence we are committed to offering you excellent service, ensuring your happiness with every purchase.

Return Policy

Hound and Heaven will accept, for return or exchange, items that are directly purchased from our website within 30 days of the transaction date, provided the following conditions are met:

  • The product shows no signs of wear and damage.
  • All original packaging must be intact and included.
  • Products showing any signs of damage or wear will not qualify for the Hound and Heaven guarantee.
  • Item(s) cannot be returned or exchanged after 30 days from the date of purchase.

Please note that certain types of goods are non-returnable. This includes items such as customized products, hazardous materials, or flammable liquids or gases.

To process your return, we require a receipt or proof of purchase (such as your order confirmation email) that includes your order number.

For all returns or exchanges, please reach out to us at hello@houndandheaven.com with your order number and the reason for your return or exchange. We will guide you through the resolution process according to the guidelines outlined in this policy.

Exchanges (if applicable)

For exchange requests, please follow the return instructions and specify the exchange requirement.

Return Shipping (if applicable)

Shipping costs for the return will be borne by you, the customer. For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned product.

Refunds (if applicable)

Upon receiving and inspecting your return, we will send you an email notification regarding the receipt of the item and the approval or rejection of your refund. Approved returns will be refunded to your original method of payment.

Late or Missing Refunds (if applicable)

Please note that there is a normal processing time, typically between 2-3 days, before a refund is posted by financial institutions. If your refund is delayed past this period, please contact us at hello@houndandheaven.com for further assistance.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you would receive a gift credit for the value of your return upon receipt of the returned item. A digital gift certificate will be sent to you.

Damaged Items

If your order arrives damaged or defective, please contact our customer service team at hello@houndandheaven.com within 48 hours of delivery. To honor your claim, we require the timestamp information from the provided tracking link and carrier delivery confirmation.

Feedback

Your feedback is invaluable to us. If you have any questions, concerns, or feedback, please email us at hello@houndandheaven.com. We sincerely aim to continually enhance our services based on your invaluable input.