Refund & Returns Policy
Your Right to Cancel
You may cancel most online purchases within 14 days of receiving your order, without giving a reason. To exercise this right, email support@wrenfordhound.com within this 14-day period and include your order number. After notifying us, you must return the item within 14 days.
Returning an Item
Please contact us before returning any item so we can provide the correct return instructions and address. Items must be returned within 14 days after you notify us of your cancellation. You are responsible for return postage costs unless the item is faulty, damaged or incorrect. Please keep proof of postage. We may reduce the refund if the item has been handled beyond what is reasonably necessary to inspect it.
Refunds
Once we receive the returned item, or evidence that it has been sent back, we will process any refund due within 14 days. Refunds will be made to the original payment method. For eligible cancellations, we will also refund the standard outbound delivery charge, but not any additional cost for express or upgraded delivery.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at support@wrenfordhound.com with your order number and clear photos of the item and packaging where possible. We will assess the issue and provide an appropriate remedy, which may include a replacement, repair or refund. We will cover reasonable return costs where a return is required.
Exceptions
The right to cancel may not apply to personalised or custom-made products, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or other items excluded by law. This does not affect your rights if an item is faulty, damaged, not as described or unfit for purpose.
Contact Us
To request a cancellation, return or refund, please email support@wrenfordhound.com and include your order number and a brief explanation. Please do not return any item before receiving return instructions from us. This policy does not affect your statutory rights.