Refund policy

We want you and your hound to be happy with your Gown & Hound purchase. If you have changed your mind, need a different size, or there is a problem with your order, we are here to help.

Please read our returns and exchanges information below.

OUR RETURNS POLICY

We accept returns within 30 days of receiving your order.

To be eligible for a return, items must be:

Unworn and unused
In their original condition
Clean and free from marks, odours, pet hair or signs of wear
Returned with all original tags and labels attached
Returned in their original packaging where reasonably possible

We may refuse a return or make a deduction from your refund if an item has been used, damaged, soiled or handled beyond what would reasonably be permitted when inspecting an item in a shop.

This does not affect your statutory rights.

CHANGED YOUR MIND?

If you have simply changed your mind or no longer want an item, you are welcome to return it within 30 days of receiving your order.

The cost of returning an unwanted item is the responsibility of the customer.

To arrange a return, please contact us at info@gownandhound.co.uk with your order number and the item(s) you wish to return.

We will provide you with instructions for returning your parcel.

Once your return has been received and inspected, your refund will be issued to the original payment method, subject to the item meeting our returns conditions.

EXCHANGES

If you would like to exchange an item for a different size or eligible product, we offer free returns for exchanges.

Please contact us before sending your item back so that we can arrange the exchange and provide you with the appropriate return instructions.

Once we receive your returned item and confirm that it meets our return conditions, we will arrange your replacement.

Exchanges are subject to availability.

If the replacement item is more expensive, we will contact you regarding the difference in price.

If the replacement item is less expensive, we will refund the difference to your original payment method.

If the item you would like is unavailable, we will contact you to discuss the available options.

HOW TO RETURN YOUR ORDER

All UK returns are handled through our shipment partner .

Once your return has been approved, we will provide you with the instructions needed to generate your return label.

Depending on the return service available, you may be able to print your label at home or use a printer-free return option with a QR code.

RETURNING YOUR PARCEL

Package your item securely, preferably using the original packaging.
Follow the return instructions provided by us.
Generate your return label or QR code as instructed.
Attach the return label securely to your parcel, or present your QR code where a printer-free option is available.
Take your parcel to the designated drop-off location.
Keep your receipt and tracking information until your return has been received and processed.

For unwanted returns, the cost of the return service is the responsibility of the customer.

For exchanges, faulty items, damaged items or incorrect orders, Gown & Hound will cover the reasonable cost of the return.

REFUNDS

Once your return has arrived with us, we will inspect the item and process your refund if it meets our returns requirements.

Refunds will be made to the original payment method used for the order.

Please allow up to 5 working days for us to process your return once it has been received. Your bank or payment provider may then take additional time to make the funds available in your account.

STATUTORY CANCELLATION RIGHTS

If you are exercising your statutory right to cancel an online order, you have the right to notify us within 14 days of receiving your order that you wish to cancel. You then have a further 14 days to return the goods.

Where applicable, we will refund the standard delivery charge you originally paid. Any additional amount paid for an upgraded delivery service will not be refunded.

The cost of returning the goods remains the responsibility of the customer unless the item is faulty, damaged or incorrect.

Nothing in this policy affects your statutory rights.

FAULTY, DAMAGED OR INCORRECT ITEMS

We take care to ensure every Gown & Hound order leaves us in excellent condition.

If your item arrives faulty, damaged or you have received the wrong item, please contact us as soon as possible at info@gownandhound.co.uk.

Please include your order number and, where possible, photographs showing the issue.

We will cover the reasonable cost of returning faulty, damaged or incorrectly supplied items.

Please contact us before returning the item so that we can provide the correct return instructions.

Depending on the circumstances, we may offer a replacement, exchange, repair or refund in accordance with your statutory rights.

ITEMS THAT CANNOT BE RETURNED

For hygiene and quality reasons, we cannot accept returns of items that have been:

Worn or used
Washed or cleaned
Damaged after delivery
Soiled or marked
Returned with excessive pet hair or other substances that prevent the item from being resold
Altered or customised at your request

Personalised or made-to-order items may not be eligible for return unless they are faulty, damaged or not as described.

This does not affect your statutory rights.

IF YOUR RETURN IS LOST IN TRANSIT

Please keep your receipt and tracking information until your return has been confirmed as received by us.

If your return appears to be delayed or lost, please contact us and provide your Royal Mail tracking information so that we can investigate the matter.