Refund policy

We want you — and your pet — to be delighted. If you're not, here's exactly how returns work.

30-day change-of-mind returns. You may return any unused item in its original packaging within 30 days of delivery for a full refund of the product price. To start a return, email hello@hearthhound.store with your order number; we'll reply with return instructions within one working day. Return postage for change-of-mind returns is paid by the customer unless otherwise agreed.

Free size exchanges. If a harness or bed is the wrong size, we exchange it free of charge — including postage on the replacement.

60-Day Comfort Guarantee. If your pet has not settled with a comfort product (beds, blankets, cat furniture) within 60 days of delivery, contact us and we will arrange a replacement, alternative product or refund at our discretion, exercised generously.

Faulty, damaged or incorrect items. If an item arrives damaged, faulty or isn't what you ordered, we will replace it or refund you in full, including any return postage. Please photograph any damage — it helps us claim against carriers and improve packaging.

Refund processing. Refunds are issued to the original payment method within 3–5 working days of the return being received or the claim being approved. Your bank may take a further 2–3 days to show the credit.

Your statutory rights. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, including your right to cancel an online order within 14 days of delivery.