Refund policy
Last Updated: September 26, 2026
At Houndier, we want your order to arrive in good condition and as expected. Because our products are personal care and grooming products intended for use on animals, we do not accept general returns based on preference, scent preference, change of mind, or other non-defect reasons.
If there is a genuine issue with your order, please contact us and we will review the situation.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your item is damaged in transit, defective, leaking, broken, or if you received the wrong product, contact us as soon as reasonably possible at hello@houndier.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the shipping packaging if the order was damaged in transit
We may request additional information or photographs if reasonably necessary to evaluate the claim.
Once reviewed, we may offer an appropriate resolution, which may include a replacement, refund, or other remedy depending on the circumstances.
Please do not discard damaged products or packaging until your claim has been reviewed, as we may need the documentation to assist with a carrier claim or verify the issue.
Non-Returnable Items
Due to the nature of our products, Houndier does not accept returns of opened or used grooming products unless the product is defective or otherwise covered by applicable law.
We also do not accept returns for:
- Change of mind
- Scent preference
- Products that have been opened or used without a defect
- Products damaged after delivery because of misuse, improper storage, or failure to follow product directions
- Items purchased from an unauthorized third-party seller
- Gift cards
- Final sale items, where clearly identified as final sale at the time of purchase
If you have questions about whether your situation may qualify for a return, refund, or replacement, contact us at hello@houndier.com before sending anything back.
Approved Returns
If Houndier authorizes a return, we will provide instructions regarding how and where the item should be sent.
Items sent to Houndier without prior authorization may not be accepted.
If return shipping is required for an approved damaged, defective, or incorrect order, Houndier will provide return instructions and, where appropriate, a prepaid shipping label.
Do not send products to any address unless Houndier has first provided return authorization and return instructions.
Exchanges
We do not currently offer direct product exchanges.
If a replacement is appropriate because an item was damaged, defective, or incorrect, we may send a replacement as part of resolving the claim.
For all other situations, a new order must be placed.
Refunds
If a refund is approved, we will notify you and issue the refund to your original payment method.
Once Houndier processes the refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account.
If more than 15 business days have passed since Houndier confirmed that your refund was processed and you have not received it, please contact us at hello@houndier.com.
Shipping charges are generally non-refundable unless the refund results from an error by Houndier, a damaged or defective shipment, or where otherwise required by applicable law.
Orders Marked Delivered
If tracking information shows that an order was delivered but you cannot locate it, please check around the delivery location, with household members, neighbors, building management, or other individuals who may have accepted the package.
If the package still cannot be located, contact us at hello@houndier.com so we can review the available tracking information and determine the appropriate next steps.
Unauthorized Returns
Packages returned to Houndier without prior approval may be refused and may not qualify for a refund.
Please contact us before returning any item.
Consumer Rights
Nothing in this policy limits any rights or remedies available to you under applicable federal, state, or local consumer protection laws.
Contact Us
For questions regarding returns, refunds, damaged orders, or replacements, please contact:
Houndier LLC
Email: hello@houndier.com
Website: https://houndier.com