RETURNS & EXCHANGES POLICY

Our return address:
Von Hound and Friends - Returns
19 Federation
Drive, Terranora, NSW, 2486

If you are unhappy with your product/s, if the item doesn’t fit, doesn’t suit, or you simply aren’t satisfied, we will provide you with a store credit so that you can find an alternative size or product.

If your item is faulty, we are happy to replace or give a store credit, provided that the fault can be evidenced without indication of tampering or damage. We must be notified by email, with images of the fault within 48 hours of you receiving you product. No refunds are offered after 48 hours but instead a store credit, only if within 14 days of receiving the goods.

We do not offer a refund if you have changed your mind about your order or purchased the incorrect size however, we are able to offer a store credit or exchange if we are contacted within the 14 days of receiving the item/s. Delivery and shipping costs are non-refundable. 

If an item is to be returned and or exchanged, the return shipping cost will be at the customer’s expense and items must be unused and in original packaging and condition.

ALL packaging and tags must still be attached to items to be eligible for an exchange.

Please note, return shipping costs are at the buyers expense. 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 in full.

Please remember we are a small family business, please allow 3-5 business days for returns to be processed.

*Please note all sale / clearance & custom products are not eligible for a return or exchange.*

If you need to return your items, please email us at admin@vonhoundandfriends.com.au advising that you would like to return an item; noting your order number and reason for returning the item/s in the email. We will forward you a packing slip.

A Von Hound and Freinds 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 later as the credit does not expire. We do not currently offer direct exchanges.

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 / a higher dollar value. 

Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.  We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items in transit. 

The cost of shipping is at the buyers expense. Whether this be the original shipment / return or paying for postage costs once you receive your store credit. 

You will receive a store credit note for the amount you have paid for the item/s only. This does not include any shipping costs. 

Cancellation of Orders

Von Hound and Friends may cancel your order if for any reason we are unable to provide you with the products subject to your order. We will contact you should this occur.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or indirect) or for any loss of time or inconvenience, which may result from such cancellation.     

Once your order has been placed, unfortunately 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.

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 at admin@vonhoundandfriends.com.au with details and a photo of the issue.

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.