Terms & Conditions
We accept online orders with payment by credit or debit card via a secure online payment system. Home with Hounds do not take, process, or store any debit or credit card details. We do not accept cheques or postal orders.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. Home with Hounds will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
The customer is responsible for any import duties or tax that may be due to receive products into their region and must obey the regulations set by that region. Any additional charges for customs clearance or similar are the customers' responsibility.
Returns and Exchanges
Returns and exchanges for non-personalised items are accepted providing that we have been informed by email or contact form within 14 business days from the despatch of your order. Please state your order number, the item for return/exchange and the reason for the return/exchange.
In addition, the item/s must be returned in their original, unused condition (resalable condition with any labels and/or packaging still intact) to the specific address that we will provide once you have contacted us. The item/s must be received by us within 14 business days of supplying the return address in order to process a refund.
We cannot accept responsibility for packages that do not reach us and will not process refunds for lost items. We therefore advise customers to send returns via recorded/special delivery options that guarantee to inform you of delivery or insure the full cost of the items.
In the case of exchanges, you will be liable to pay any extra amounts due for the new product and you may also be charged for re-despatch. You will be informed of any charges before we proceed with the exchange.
We will inform you once any refunds have been processed and please allow time for the amount to credit back into your account.
Faulty or Damaged Items
In the unlikely event that your items arrive broken, damaged or faulty, please retain the product/s and contact us within 24 hours of receipt of the order. We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item/s and contact us for instructions.
Please be aware that eco-friendly packaging of products made from paper may be subject to creasing when packing for delivery but this will not harm the quality of the product inside.
Non-Receipt of Goods
Please allow at least 5 working days from the despatch notification for delivery before contacting us regarding non-receipt of goods. After that time has passed, please inform us of any missing item/s within a timely manner. We may not consider declarations of missing items made more than 3 weeks after when the order should have arrived.
We will require you to confirm your delivery address and to check at your local post/sorting office in case the parcel/s are being held. Once these checks have been done, your parcel may be declared as lost.
Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address. Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Please note that, although every effort is made to photograph all products accurately and describe them in detail, we cannot guarantee that the depiction of actual colours of the products and packaging will be accurate on all screens.
Any descriptions, information or articles posted on this website are informative only and are not written by professional dog trainers or qualified veterinarians. The information provided is given with the best intentions for dog’s health and hygiene, however, is not intended to replace the advice of a qualified veterinarian.
We may update these terms and conditions at any time in order to reflect changes to our business practices or for any other operational, legal, or regulatory reasons.