Refund policy

Last updated: August 4, 2026

We want you to feel confident ordering from Houndrise. This policy explains when returns, replacements, and refunds are available.

RETURN ELIGIBILITY

You may request a return within 30 days after delivery. To qualify, an item must be unused, unworn, free of pet hair or damage, and in its original packaging with all included parts and instructions. Proof of purchase is required.

To start a return, email pawhavenonlinestore@gmail.com with your order number and reason for the request. If approved, we will provide return instructions and the correct return address.

Do not send an item back without authorization or to the address printed on the original parcel. Unauthorized returns may not be accepted.

RETURN SHIPPING

For a change-of-mind, accidental, or preference-based return, the customer is responsible for return shipping and related carrier charges. Original shipping charges are non-refundable.

If Houndrise confirms that an item arrived damaged, defective, or incorrect, we will provide an appropriate resolution at no additional cost. Depending on the circumstances, this may be a replacement, refund, or approved return. We do not promise a prepaid label or require a return in every case.

DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Inspect your order when it arrives. Contact us within 7 days after delivery if an item is damaged, defective, incorrect, or missing.

Include your order number and clear photos or video of the item, packaging, shipping label, and damage where applicable. Keep the product and packaging until we complete our review.

We aim to respond within two business days. We may request additional information before approving a replacement or refund.

ITEMS THAT CANNOT BE RETURNED

The following items cannot be returned:

  • Used pet products or items exposed to pet hair, saliva, food, or waste, unless confirmed defective

  • Items damaged by chewing, misuse, improper care, normal wear, or failure to follow instructions

  • Personalized or custom items

  • Gift cards

  • Clearance or final-sale items when clearly marked as final sale before purchase

We do not offer an automatic one-year warranty. Any product-specific warranty will be stated on that product’s page.

EXCHANGES

We do not process direct exchanges. The fastest option is to request a return for an eligible item and place a new order after the return is approved.

CANCELLATIONS AND ORDER CHANGES

Contact us as soon as possible if you need to cancel or change an order. We will try to help if the request is received within 12 hours of purchase and before fulfillment begins, but cancellation is not guaranteed.

Once an order has entered processing or shipped, it cannot be cancelled or redirected and the regular return rules apply.

REFUNDS

After an approved return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method.

Allow up to 10 business days after approval for your bank or card issuer to post the refund. Currency conversion and bank fees, if any, are controlled by your payment provider and are not refundable by Houndrise.

If more than 15 business days have passed since we approved your refund, contact pawhavenonlinestore@gmail.com.

This policy does not limit rights or remedies that cannot be excluded under applicable consumer-protection law.