Returns & Refund Policy — Comfort Hound

Thank you for shopping with Comfort Hound. We want you to love your purchase, but if you need to return an item, we’re here to help.

1. Eligibility for Returns

You can return most items within 30 days of receiving your order for a refund or exchange, provided that:

  • The item is unused, undamaged, and in its original condition.
  • All original packaging, tags, accessories, and documentation are included.
  • Customised or personalised products (e.g., bespoke sizing, engraved items) are not eligible for return unless faulty or damaged on arrival.

To be eligible for a return, you must retain your proof of purchase (order number, email receipt, etc.).

2. Faulty or Damaged Goods

If your item arrives faulty, damaged, or not as described, please contact us within 14 days of delivery with:

  • Your order number.
  • Photos clearly showing the issue.

We will assess the problem and offer a replacement, repair, or full refund at no extra cost to you.

3. How to Request a Return

To start a return:

  1. Email us at hello@comforthound.co.uk with:
    • Your order number
    • A brief reason for the return
    • Photos (if the item is faulty or damaged)
  2. We will send you return instructions and a returns authorisation.

Do not send items back without prior authorisation. Unauthorised returns may not be refunded.

4. Returning Your Item

Once authorised:

  • Pack the item securely.
  • Include a copy of your original order or returns form.
  • Ship via a trackable service — we recommend obtaining proof of postage.

Return shipping costs are the customer’s responsibility unless the item is faulty or incorrectly supplied.

5. Refunds

Refunds are processed once we receive and inspect the returned item.

  • Refunds are issued to the original payment method.
  • Please allow up to 14 working days from receipt for processing.
  • Shipping and delivery charges are not refundable (unless the item is faulty or incorrect).

You will be notified by email when your refund has been issued.

6. Exchanges

If you’d like an exchange (e.g., a different size or colour):

  • Please state this in your return request.
  • Exchanges are subject to stock availability.
  • If the exchange item is more expensive, we will invoice the balance.
  • If the exchange is cheaper, we will refund the difference.

7. International Returns

For customers outside the UK:

  • You are responsible for return shipping and any customs or duties incurred.
  • We recommend using a tracked and insured service.

8. Cancellation

You have the right to cancel your order within 14 days of receiving it (Consumer Contracts Regulations). To cancel:

  • Notify us in writing (email is sufficient).
  • Return the goods unused and in original condition.

Refunds for cancelled orders will be processed within 14 days of us receiving the returned items.

9. Contact Us

If you have questions about returns, exchanges or refunds, please contact:

Comfort Hound
Email: hello@comforthound.co.uk
Address for returns will be provided on authorisation.