Refund policy

 

Last updated: June 2026

1. Overview

We want you to be satisfied with your purchase from Lost In Hound Limited. If you are not satisfied with your order, please contact us using the details set out below and we will seek to resolve the matter as promptly as reasonably possible.

This policy applies to purchases made directly through our website at https://www.lostinhound.co.uk. Nothing in this policy affects your statutory rights.

2. Your legal right to cancel

If you are a consumer purchasing online, you have a legal right to cancel your contract within 14 calendar days beginning on the day after you receive the goods, without giving any reason, subject to any statutory exceptions.

To exercise your right to cancel, you must inform us of your decision within the cancellation period by a clear statement, for example by email to support@lostinhound.co.uk, including your order number and confirmation that you wish to cancel. You may use the model cancellation form set out at the end of this policy, but you are not required to do so.

After telling us you wish to cancel, you must send the goods back to us within 14 days.

3. Our 28-day returns and exchanges policy

In addition to your legal cancellation rights, we accept returns and exchanges within 28 days of delivery, provided the item is unused, unwashed and returned in its original packaging where possible.

To start a return or exchange, please email support@lostinhound.co.uk with your order number, the item you would like to return or exchange, and the reason for the return.

4. Returns address

Please return eligible items to:

Lost In Hound Limited
Returns Address
38 Northumberland Road
New Barnet Herts
EN5 1ED

5. Condition of returned items

Returned items must be unused, unwashed, clean, free from pet hair where reasonably possible, and returned with original packaging, labels and accessories where possible.

You may inspect an item as you would in a shop, but if an item has been handled more than necessary to check its nature, characteristics and functioning, we may make a deduction from your refund to reflect any loss in value.

6. Return postage

You are responsible for the cost of return postage unless the item is faulty, damaged on arrival or incorrect. We recommend using a tracked postal service, as we cannot refund returned items that we do not receive.

7. Refunds

If you cancel under your statutory 14-day cancellation right, we will refund the price paid for the returned goods and the standard delivery charge paid for the original order. If you selected a more expensive delivery option, we are only required to refund the cost of our standard delivery option.

Refunds will be made to the original payment method within 14 days of the day we receive the returned goods, or within 14 days of receiving evidence that you have sent the goods back, whichever is earlier.

For returns under our 28-day goodwill returns policy, refunds will be processed after we receive and inspect the returned item. Your bank or payment provider may take additional time to show the refund in your account.

8. Exchanges

Any exchange is subject to stock availability. If the requested replacement item is unavailable, we may offer a refund or, where appropriate, an alternative product. Where there is a price difference, we will notify you before the exchange is completed.

9. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible at support@lostinhound.co.uk with your order number and photographs of the issue.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your goods do not meet these standards, you may be entitled to a refund, repair or replacement depending on the circumstances and timing of the issue.

If you report a faulty item within 30 days of delivery, you may be entitled to a full refund. After 30 days, we may offer a repair or replacement where appropriate. If a repair or replacement is not possible or is unsuccessful, you may be entitled to a price reduction or final right to reject the goods.

10. Personalised or custom-made items

Personalised or custom-made items made to your specific requirements cannot usually be returned or cancelled unless they are faulty, damaged or not as described.

11. Product safety and wear

Our collars, leads and dog accessories should be checked regularly for signs of wear, chewing, damage or weakness. No dog product is indestructible. Please stop using any item that shows signs of damage and replace it where necessary for your dog's safety.

12. Model cancellation form

Complete and return this form only if you wish to cancel your contract:

To: Lost In Hound Limited, Returns Address: 38 Northumberland Road, New Barnet, Herts, EN5 1ED

Email: support@lostinhound.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order number: ______________________________

Product(s) ordered: ______________________________

Date ordered: ______________________________

Date received: ______________________________

Name of consumer(s): ______________________________

Address of consumer(s): ______________________________

Signature, if sending by post: ______________________________

Date: ______________________________