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terms and conditions

By using this website and/or purchasing from this website, you agree to the following terms & conditions:

Size Responsibility: You have measured your dog and read each individual size chart for the product/s you are purchasing as product sizes may vary. Von Hound and Friends is unable to take responsibility for sizing issues. Please carefully read the sizing guide for each specific product before placing your order. If in doubt, please email us with your dog's neck and chest measurements before purchasing.
Pre-Order Shipping Dates: You understand that pre-order item/s will be shipped on the date specified on each individual listing. Please understand, due to COVID-19 and delayed shipping, our pre-order dates may be subject to change without notice.
Dispatch Time: We're a small family business. Please be patient and allow 1-6+ business days for domestic orders to be dispatched. Please allow an additional 2-5 business days for order dispatch during a sale & new launch period.
Pre-Order Shipping: By placing a pre-order item/s, your entire order will be shipped when all products become available. If you would prefer that items are shipped as they arrive, you must place separate orders, which may incur additional shipping fees.
Order Cancellations: We do not cancel/refund orders. If you need to make changes to your order, contact us ASAP and we'll see what we can do before your order has been dispatched.
Returns & Exchange Policy: You have read our returns & exchange policy and understand we do not provide refunds for change of mind – [Shipping, Returns & Refunds Policy].
Return Shipping Costs: If an item is to be returned and or exchanged, return shipping will be at the customer’s expense, and items must be unused and in original packaging and condition. Please note, if you mark the return 'Return to sender,' our Australia Post account will be charged a return fee. This fee will be passed on to you prior to dispatching any agreed returns or refunds.
Price Adjustments: Price adjustments or partial refunds will not be provided if you have placed an order for a full-priced item and the product is on sale the following day/week etc.
Store Credit for Returns: Need to organise a return? You will be provided with a store credit for the amount of the item that you have paid at the time of placing the order. You may be eligible to pay additional costs such as shipping or a higher dollar value if the item is back at the original price.
Store Credit Details: A Von Hound and Friends store credit will be emailed to you in the form of a discount code, which you can use to repurchase another item or save for a later date, as they do not have expiry dates. We do not currently offer direct exchanges.
Unattended Parcel Delivery: When a request is made for a parcel to be delivered and left unattended, you acknowledge that Von Hound and Friends and their representatives will not be liable in any way for any loss or damage to the parcel, left in accordance with this authority.

Our Guarantee:

Von Hound and Friends products are made from high quality and durable materials, however, they are not indestructible. We guarantee our accessories and pet products at the time of purchase against any defects. If you have experienced a problem with any of our products, please send an email to us.
Please ensure that you inspect all items for wear prior to use. We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.

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