Refunds & exchanges

We hope you're happy with everything you purchase from Hound Heart Collars web shop, however if you would like to return or exchange anything then here's how you go about it...

You have 14 days from the date your order was delivered in which to return your item to us for a refund, exchange or credit note. You can email us at houndheartcollars@yahoo.com.

The customer is liable for the return shipping cost unless there has been an error on our side. We always recommend sending your return using a tracked service as we can not be liable for any orders lost in transit on their way back to us. Always retain proof of postage!

Please dispatch with our return address clearly visible on the package. 
IMPORTANT: IF RETURNING FROM OUTSIDE THE UK, PLEASE MAKE SURE TO CLEARLY MARK THE PACKAGE “RETURN TO UK SELLER”. If you fail to do this, a customs charge may be added upon entry to the UK. Hound Heart Collars cannot accept responsibility for any returns customs charges.

Exchanges are reshipped in the UK free of charge. If you are requesting an exchange and are an international customer, there may be a reduced delivery charge to cover reshipping fees.

As a small company it can be hard to absorb shipping costs, but we are always looking for ways to offer free returns and exchanges. We hope to make this a reality in future.

Returns and Exchanges must always be received back in perfect, resalable condition in order to be eligible for a refund. We reserve the right to refuse a refund, credit or exchange should we deem the product to be returned to us in an unsatisfactory condition. All items must be received unworn, unwashed, and in their original packaging.

Refunds will be made within 7 days of Hound Heart Collars receiving the return, if accepted. Refunds will not apply for any misuse of the collar or if your dog has damaged through rough play, scratching or chewing. We will not refund initial paid shipping costs, only the garment(s) costs will be covered.

Please note if you're original order qualified for free delivery, BUT your returned item(s) drop the value of sale below the qualifying spend; we will deduct the initial delivery charge from your refund total.

Sale Items are non-refundable, but can qualify for shop credit.

If you need any assistance or further information, please don't hesitate to contact us at houndheartcollars@yahoo.com or speak to us directly on +44 (0)7887 547432 (UK).