Refund policy

DELIVERY

Delivery timescales do vary however due to the nature of our business, especially with hand-made products, we ask for a minimum of two weeks to prepare and ship your order out to you. All orders will be received within 14 days.

RETURNS AND REFUNDS

You can return some products on the website, however anything that is hand-made/bespoke in its nature cannot be returned unless faulty as we cannot resell that item.

From the date of arrival, you have 14 days to notify us that you want to return the product and another 14 days to send the item to us.

  1. How to return your order?
  • Visit our website https://homeward-hound.co.uk/ and send us a message via the contact page
  • Alternatively you could contact us via hello@homeward-hound.co.uk
  • We do also respond via our social media on Instagram & Facebook
  • Within 2 working days of contacting us, a member of our team will advise you on the process to return an item back to us.

Please note that you will have to bear the delivery cost of returning the product. Also, the returned item should be in same condition as it was delivered.

  1. What if the order received is broken or faulty?
    For broken and faulty orders, please follow the same guidelines as Returns and Refunds, except in these cases the cost of returning the order is covered by the artists.
  2. How can I cancel an order?
    For a non-bespoke order which has not shipped yet, you can just contact us through the previously mentioned steps. If already received, please follow the returns instructions detailed above.

Bespoke & hand-made orders can only be cancelled within 24 hours of the order being placed. Past this point our team will have likely already started manufacture.

  1. How do I get the refund?
    We will process the refund directly to your payment card, in no more than:
  • a. In case of returns , 14 days after the day the product is received by us
  • b. In case of cancellation , within 14 days of cancelling the order
  1. What you can’t send back?
    Unfortunately, some items are non-returnable. To identify if the product is non-returnable please check the Returns section listed in each product section.
  • Made to order products, bespoke products which are made as per specific requirements and is personalised or otherwise can’t be resold due to personalisation

To avoid disappointment, please check whether an item is returnable or not under the return section of each of the product. For any questions please feel free to contact us at hello@homeward-hound.co.uk