Refund policy
Returns
We accept eligible return requests submitted within 30 days of delivery.
To qualify for a return, the product must be:
- Unused and unworn
- Free from pet hair, odors, bite marks, scratches, stains, or damage
- Returned with all straps, accessories, and original packaging
- Accompanied by proof of purchase
For health and hygiene reasons, products that have been worn or placed on an animal cannot be returned unless they arrived damaged or defective.
Do not send an item back without contacting us first. Unauthorized returns may not be accepted.
To request a return, email:
Include your order number, reason for the return, and clear photographs of the product.
Return Shipping
Customers are responsible for return-shipping costs unless the product arrived damaged, defective, or materially different from what was ordered.
Original shipping charges and optional shipping-protection fees are nonrefundable.
We strongly recommend using a tracked shipping service. Hound Vault is not responsible for returned packages that are lost or damaged in transit.
Refunds
Once your return is received and inspected, we will notify you whether it has been approved.
Approved refunds will be issued to the original payment method. Financial institutions may require additional processing time before the refund appears in your account.
Products returned used, damaged, incomplete, or outside the return period may be denied or subject to a deduction based on their condition.
Damaged, Defective, or Incorrect Items
Inspect your order after delivery. Contact us within 7 days of delivery if your product is damaged, defective, or incorrect.
Email clear photographs or video showing:
- The product
- The packaging
- The shipping label
- The defect or damage
After reviewing the claim, we may offer a replacement, store credit, partial refund, or full refund depending on the circumstances.
Order Cancellations
Orders begin processing shortly after purchase.
Cancellation requests must be sent as soon as possible. We cannot guarantee cancellation once an order has entered processing or fulfillment.
Orders that have already shipped cannot be canceled and must follow the normal return process.
Incorrect Addresses
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned because an incorrect or incomplete address was entered, additional shipping charges may apply before the order can be resent.
Refunds for returned-to-sender orders may exclude original shipping costs and carrier fees.
Refused and Unclaimed Packages
Packages refused at delivery or left unclaimed may be returned to the sender.
Any approved refund may be reduced by original shipping costs, return fees, customs charges, or other expenses assessed against the shipment.
Final-Sale Items
Gift cards, shipping protection, customized products, promotional mystery items, and products clearly marked Final Sale cannot be returned unless they arrive damaged, defective, or incorrect.
Contact
For return and refund assistance: