Refund policy

Refund and Returns Policy - Hound Mates

This policy outlines the terms and conditions for returns and refunds for products purchased and services booked from Hound Mates. We are committed to providing high-quality products and excellent customer service.

Products Refund and Returns

Change of Mind Returns

We understand that sometimes you may change your mind. We offer a 14-day change-of-mind return policy on most items, subject to the following conditions:

The item must be returned within 14 days of the original purchase date.
The item must be in its original, unused, and resalable condition.
The item must be in its original packaging, with all tags and labels attached and be undamaged.
A valid proof of purchase (e.g., receipt or order confirmation) must be provided.
Exclusions: Due to health and hygiene reasons, we cannot accept returns on opened food items (e.g., dog treats) or any other products where the packaging seal has been broken.

If a change-of-mind return meets all the above conditions, we will issue a store credit for the value of the returned item. We do not offer cash refunds for change-of-mind returns. Shipping costs are non-refundable and the customer is responsible for the return shipping costs.

Faulty or Damaged Products

If a product is faulty, not of acceptable quality, or not fit for its intended purpose, please contact us immediately upon discovering the fault.

We will assess the item to determine if it is genuinely faulty. This may require you to provide photos or return the item to us for inspection.
If the product is deemed faulty or damaged we will either provide a replacement, or a full refund, depending on the nature of the fault.
We will cover the reasonable costs of return shipping for faulty and damaged items.

How to initiate a return

To initiate a return, please follow these steps:

Contact our customer service team at info@houndmates.co.nz with your order number and details of the product you wish to return.
Explain the reason for the return (e.g., change of mind, faulty or damaged item).
Our team will provide you with instructions on how to return the product.
Please ensure the reference number provided for the return is clearly marked on the returned package.

Processing Refunds

For Faulty Items: Once we have received and inspected the returned item, we will process your refund or replacement. Refunds will be issued to the original method of payment. Please allow 5-7 business days for the refund to appear in your account.
For Store Credit: Store credit for change-of-mind returns will be issued via a unique code emailed to you. This code can be used for future purchases on our website.

Shipping and Handling

Change of Mind: The customer is responsible for all shipping costs associated with a change-of-mind return.
Faulty or Damaged Items: We will cover the reasonable cost of return shipping for faulty items.

Services Refunds

Refunds for Cancelled Services:

If a service is cancelled with more than 24 hours' notice, we will provide a full refund for that service. If a service is cancelled within 24 hours of the scheduled time, no refund will be given, as per our cancellation policy.

Refunds for Unsatisfactory Services:

If you are not satisfied with the service provided, please inform us within 24 hours of the service. We will investigate your complaint and, if warranted, provide a partial or full refund. The refund amount will be determined on a case-by-case basis, depending on the circumstances.

Refunds for Unused Services:

For any pre-paid services that have not been used within 6 months from the date of purchase, we will offer a full refund.

If you have any questions about our refund and returns policy, please do not hesitate to contact us:

Email: info@houndmates.co.nz