Refund policy

Returns Policy

At Home Sweet Hound, we want you to feel confident in your purchase. If something is not quite right, we’re here to help.

 

Change of Mind Returns

We accept change of mind returns on eligible items within [14 days] of delivery, provided the item is:

• unused

• in original condition

• in original packaging

• not damaged, assembled, altered, or marked

To request a return, please contact us at support@homesweethound.com with your order number and reason for return before sending anything back.

Please note:

• return shipping costs for change of mind returns are the responsibility of the customer

• original shipping charges are non-refundable unless required by law

• items must be returned in saleable condition

 

Non-Returnable Items

For hygiene, safety, clearance, custom-made, personalised, or final sale items, returns may not be accepted unless the item is faulty or required under Australian Consumer Law.

 

Faulty or Damaged Items

If your item arrives damaged, faulty, or not as described, please contact us within [5 business days] of receiving your order. Include your order number, a description of the issue, and clear photographs where relevant.

Where required under Australian Consumer Law, we will offer an appropriate remedy, which may include a replacement, repair, refund, or store credit depending on the issue.

 

Return Approval

All returns must be approved by our team before being sent back. Items returned without prior approval may not be accepted.

 

Return Shipping

Customers are responsible for arranging and paying for return shipping unless the item is faulty, incorrect, or otherwise required by law.

We recommend using a tracked shipping service, as we cannot take responsibility for returns lost in transit.

 

Refund Policy

We want every Home Sweet Hound order to arrive just as expected. If there is an issue with your order, we will always work with you to find a fair outcome.

 

Refund Eligibility

Refunds may be offered in the following circumstances:

• the item is faulty

• the item arrives damaged

• the wrong item was sent

• the item is significantly different from its description

• the return is otherwise required under Australian Consumer Law

Refunds are not generally provided for change of mind unless stated in our Returns Policy.

 

Change of Mind

If you are returning an eligible item due to change of mind, your return may be approved for a refund, exchange, or store credit in line with our Returns Policy. Original shipping charges are typically non-refundable.

 

Faulty or Damaged Products

If your item is faulty or arrives damaged, please contact us at support@homesweethound.com within [5 business days] of delivery with your order number and photos of the issue.

Once your claim has been reviewed, we will advise the next steps. Depending on the circumstances, we may offer:

• a replacement

• a repair

• a refund

• store credit

 

Refund Processing Time

Approved refunds will be processed back to the original payment method. Please allow [5–10 business days] for the refund to appear in your account, depending on your payment provider.

 

 Late or Missing Refunds

If you have not received your refund after the expected processing timeframe, please first check with your bank or payment provider. If you still need help, contact us at support@homesweethound.com.