Extended Christmas Returns Policy
Any orders placed between 1st November 2023 and 31st December 2023 can be returned or exchanged until 12th January 2024 (in their original, unused & resalable condition).
If you are not happy with your Mutts & Hounds purchase, you can return the goods to us in their original, unused & resalable condition with a cover note stating your name, order number and reason for the refund.
If you would like an exchange, we recommend that you reorder the item you would like.
All goods must be returned to us within 28 days of delivery, to receive an a refund (less any postage and packaging - please note that any carriage will not be refunded)
Any refunds can take up to 7 working days to be processed.
Mutts & Hounds made to measure/personalised items are non refundable unless faulty on our part, and we must be notified within 28 days of you receiving your bespoke item.
For ALL returns you will be required to arrange and pay for the return of the goods to us. When returning items you are strongly recommended to obtain proof of posting. Proof of posting will assist you in tracking any shipment.
When returning international orders, please state to the courier that you are returning goods to the manufacturer and write on the label that it is a return (preferably in the first line of the address) or that you are returning to the supplier under warranty. This should stop any customs charges being applied to the return. If we do receive custom charges on a returned package, these will be passed on to the customer and will be deducted from your refund. Please note that refunds can take up to 14 days from us receiving your return.
Please note that any carriage will not be refunded.
Any goods returned incomplete i.e, parts missing etc. will not be refunded.
Please note that refunds will be made using the same method as the original payment.
Please make sure you visit our Product Care Guide to see the best way to care for your Mutts & Hounds products. If goods are found to be faulty after 28 days but within 6 months from the date of receipt of goods, Mutts & Hounds will exchange or repair the product subject to the fault occuring from general wear and tear. In cases of product misuse or products not cared for in line with Mutts & Hounds care instructions, Mutts & Hounds will not be liable.
If you have a faulty product after 6 months from the date of your order, please email firstname.lastname@example.org (along with an image of the issue and order number and we will try our best to find a solution for you) or call 0345 646 1221 and we will get back to you with further instructions.
How do I return an item purchased with Clearpay?
Items purchased with Clearpay follow our standard return process. Please note, refunds for Clearpay purchases will be refunded from Mutts & Hounds to Clearpay. We cannot provide an exchange or cash refund. When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the Mutts & Hounds has confirmed receipt of any return goods, you will be liable to continue to make your payments to Clearpay. You can view the details by logging in to your Clearpay account.