Return/Refund/Exchange Policy Read further down for general policy & info

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RETURNS / REFUNDS

• No returns/refunds are accepted on our natural treats (unpackaged/pick & mix format/sticker sealed packing by us). 
• If you order sealed pre packed treats/toys we will accept returns up to 7 days after your purchase date. You must first contact us via email houndandhoomanni@gmail.com explaining why you require a refund or return. We have the right to decline your request. If your refund or return is accepted the return carriage charges are the customers responsibility, no refund will be authorised for carriage costs. If a refund/return is accepted the items must be returned in a resaleable and fit state - the same new condition you received them, packaging unopened, tags / labels attached where appliable. If we receive your returned items and we are not happy with their condition we can refuse to accept your refund/return. We will notify you via email of our final decision. If we refuse after the item/goods have been inspected & you wish to have your items back you will be required to pay for postage or collect your items within 7 days after we have notified you of our final decision. If we accept after the item/goods have been inspected we will contact you and inform you once your refund has been processed, please allow up to 7 days.
•  If your product is faulty or damaged upon arrival then you will need to provide proof of this to us and we will make a decision based on the information provided to us. If your item is damaged during transit this is the responsibility of the courier. Your items will be shipped with Evri or Royal mail. If your item does arrive faulty /damaged please contact us first via email with the damage description and photographs. We will proceed then to advise you on what steps you need to take next, most cases you will need to file an insurance claim with the courier service, we will assist you as best as we can but we can not guarantee your claim will be approved. Hound & hooman NI are not responsible for items damaged during transit due to the courier.  If your item arrives and is faulty due to a manufacturing defect please notify us immediately and we will request for it to be returned to us so we can contact our supplier. We will keep in touch with you throughout the process, please note we cannot issue any refund or exchanges until we have had a final decision from the manufacturer/supplier. We appreciate the inconvenience this may cause & that's why we will endeavour to get a final decision organised as soon as possible.  
• We do not accept cancellations on orders unless in extreme circumstances - death.  If a cancellation is approved it will incurr a 15% fee - this is to cover card/paypal fees, website fees, packing fees etc this fee will be deducted from your total refund amount. Orders can not be cancelled once dispatched/posted. 

**We may occassionally request for damaged/faulty goods to be returned for further inspection - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.**

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at houndandhoomanni@gmail.com .

Exchanges (if applicable)

We only replace items if they are defective or damaged and steps above have been adhered to. If you need to exchange it for the same item but perhaps a different size, send us an email at houndandhoomanni@gmail.com  explaining why you require an exchange and we will get back to you. If accepted we will send our return address to you, return costs are the customers responsibility. ** no exchanges available on natural treats**

POSTAGE - Free postage available on orders over £50 

Our shipping charge is - £4

Collection charge - free , suitable time to be discussed via email

DISPATCH - we aim to dispatch items within 2-4 days of ordering. We post on Wednesdays and Saturdays.  Occasionally we may run an extra post/dispatch service depending on the volume of orders.  If your order if urgent please let us know by sending an email - houndandhoomanni@gmail.com

Please ensure if you require any delivery instructions that you note this @ checkout ie leave in shed/leave with neighbour - safe place. Your tracking number will be sent to you once your item has been dropped off for courier pick up. 

Alternative order options - Collection service is available from our pick up point (Cave hill country car park on the Upper Hightown Road) 

Please select click & collect option when ordering and once your order is ready for collection I will contact you via email to arrange a suitable time. 

If you live in Blackrock/Mayfield/Mallusk/Antrim and wish for your item to be delivered , please select click & collect, leave a note in the comments box and when we email you to confirm your order is ready for collection we will arrange a suitable date and time for delivery, a cash fee of £3 will be required on delivery of goods. 

DISCLAMER

Air drying reduces the risk of bones splintering or splitting; however, care must still be taken when giving these treats.

We strongly recommend always supervising your dog when chewing, and ensure that fresh drinking water is always available.

Due the nature of our products, there may be some variation in colour, shape and size between the website and your order. However, we would never sell any products which we would not be happy to feed our own dogs.

Where a product weight or quantity is advertised, you will receive this amount as a minimum.