Refund policy

Custom Made, Personalised Items, Treats & Chews

Due of the nature of these items, custom made and personalised items are non refundable and cannot be returned unless they arrive damaged or defective.

If you are eligible for a return you can contact us at houndsandhelis@gmail.com within 7 days of purchase. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Items must then be posted back to us before the refund is issued. Customers are responsible for return postage costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can always contact us for any return question at houndsandhelis@gmail.com.

Non Custom Made, Personalised Items, Treats & Chews

For returns on non custom/personalised items email me at houndsandhelis@gmail.com within 7 days of purchase. Items must then be posted back to us before the refund is issued. Customers are responsible for return postage costs.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For refunds of classes and workshops, please see 'Terms of Service'