Our Refunds and RETURNs policy

This refunds and returns policy sets out what we at The Travel Hound offer in terms of refunds and returns where necessary.

Returning your order - The 14 day no reason return

If you wish to return your order because it's not right for you or for any other reason, as per UK law you have 14 working days to return the order or part of the order in complete and resalable condition with the original product packaging intact. If you make this decision, you will need to contact us within this period of time for your individual return number. Please provide your order number when you contact us. Please bear in mind that you are obligated to pay the return postage for a 14 day return as per UK law.

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Once we receive the order back, we will assess the product returned and make sure it is in the condition outlined above. In accordance with UK law, if all is well, you are entitled to a full refund within 7 working days of receipt of the return. Please make sure you send the return with full tracking and you keep proof of postage.

Returning your order - faulty goods

We have a triple quality check system in order to check the products over before they are sent out, this is to prevent any faulty or less than satisfactory items leaving HQ. If you find your order or part of the order is not of satisfactory quality, you are entitled to a full refund as per UK law. In order for this to happen, please email us with your complaint, photographs of the fault and your order number.

In the UK you have up to 30 days to do this for a refund. Please allow us up to five working days to assess your return request. If we agree that your item is indeed faulty or the quality is not of a satisfactory level, we will send you a link to be able to return the order, or part of the order, free of charge. Once we have agreed and given you the link, you will have up to 14 working days for the order to be returned to us for assessment.

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We are allowed by UK law to have up to 14 working days to refund your order or part of your order.

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Please note, if we suspect any intentional damage has been caused to the product(s) we will return the item back to you and a refund will not be granted.

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Please see our Repairs and Replacements Policy for items outside of the 30 days.

How long do refunds take?

Typically we make sure to organise refunds as soon as we have approved of the refund request. However, legally we are allowed up to 14 days to issue a refund which can take up to 5 working days to be returned to your account (this is beyond our control and is determined by the banks/PayPal or any other payment method.​

Refund and return exceptions

Exceptions to this apply to any Personalised/Bespoke items which have been commissioned and may apply to perishables ie, our Anco Dog Consumables (once launched) should it be proven that they were not fit to be consumed at the point of sale. 

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We reserve the right to refuse a refund or return, for items which have normal wear and tear, excessive wear and tear from biting, chewing and so forth, along with misuse or neglectful usage.

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We are also entitled to refuse a refund if it is outside the 30 day window and the item is not faulty.

Who pays for a return?

As mentioned above, if you are returning your order as part of the 14 DAY NO REASON RETURN, you are obligated to pay for the return postage. This must be a tracked return and the tracking details along with proof of postage must be emailed to us. Should choose not to follow these requirements and the return goes missing, we are not obligated to refund the order and you will have to take this up with the company you chose to return the order with.

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If this is a FAULTY GOODS return, the link you receive will be for a tracked return only. Should the return take longer than 14 days to get back to us once posted, we can only process the return once we have received and assessed it.  It is only then that we will be able to issue your refund unless we have reason to question the fault.