Returns, Refunds & Cancellations
This policy applies to purchases from Hound Crafted Co. Your statutory consumer rights are not affected by this policy or by the personalisation of your pendant.
Cancelling a personalised order
We offer a full refund if you ask to cancel within 24 hours of placing your order. Email nick@houndcraftedco.co.uk with the subject “Cancel My Order” and include your order number. The time we receive your request determines whether it falls within this window, not the time we reply.
After this 24-hour window, we do not accept change-of-mind cancellations or returns for pendants made to your specifications or engraved with your chosen details. This does not affect your rights if your order is faulty, damaged, incorrect, not as described or otherwise fails to meet your statutory rights.
Please check your personalisation details carefully before ordering. If we reproduce the details you supplied correctly, a mistake in those supplied details is not a manufacturing fault. If we make an engraving error, contact us so we can put it right at no cost to you.
Faulty, damaged, incorrect or misdescribed items
Please contact nick@houndcraftedco.co.uk as soon as you notice a problem. Include your order number or other proof of purchase, a description of the issue, and photos if available. Photos help us assess the issue but are not a condition of your statutory rights.
For UK consumers, goods that do not meet the required standards can generally be rejected for a full refund within 30 days of delivery. After that, rights to repair or replacement, and in the circumstances provided by law a price reduction or refund, may still apply. A fault reported after 30 days is not automatically excluded.
We cover reasonable return-postage costs for faulty, damaged, incorrect or misdescribed goods. Original packaging is helpful but is not required to exercise these rights.
How to return an item
Returns are made by post. Please email us before posting so we can provide the appropriate return address and postal arrangements. This helps us identify and handle your return and does not make statutory rights conditional on our prior approval.
Package the item securely and retain proof of postage. We do not charge a restocking fee or a refund-processing fee.
Non-personalised items
If you buy a non-personalised item online, you normally have 14 days after delivery to tell us you wish to cancel, then a further 14 days to send it back. You can inspect the item as you would in a shop. We may deduct a loss in value caused by handling beyond what is necessary to check its nature, characteristics and functioning.
For a change-of-mind return, you pay the direct return-postage cost only where we told you this before purchase; otherwise we cover it. We refund standard outbound delivery charges where required by law. Any extra cost of an optional premium delivery service is not refundable for a change-of-mind cancellation.
When refunds are paid
Refunds are made to the original payment method unless we expressly agree another method with you, without a refund fee.
- Our 24-hour cancellation offer: we issue your refund without undue delay and within 14 days of receiving your cancellation request.
- Faulty or otherwise non-conforming goods: we issue any refund due without undue delay and within 14 days of agreeing that you are entitled to it.
- Statutory change-of-mind returns of non-personalised goods: we issue your refund within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. Where we have offered to collect the goods, we refund within 14 days of your cancellation notice.
Your payment provider may take additional time to display the refund. If you need help tracing a refund, contact nick@houndcraftedco.co.uk.
Contact
For cancellation, return or refund questions, email nick@houndcraftedco.co.uk. Please include your order number if you have one.