Returns / Exchanges
We have all bought things and then decided that they may not be ideal for us.
We understand this and we want you to be completely satisfied with your purchase from Royal Hound. If you are unhappy for any reason, we will gladly accept the return of the garment within 7 days of receipt of the order.
Returned merchandise should be;
– Unworn (except to see if the fit was right)
– In its original condition including tags (if present)
– No loose fur or dirt on the suit
– No dog smell
– Less than 7 days of receipt of your order.
If your returned suit does not meet all of these conditions above then we will not be able to exchange your suit. There are a number of reasons for this, including heath and safety where we cannot accept soiled suits for any reason. It is also important to know that custom items cannot be exchanged, this includes our range of martingale collars which are crafted to your hounds exact neck size. Please do not wash your suit. As soon as your suit is washed we cannot accept the item back.
Items we cannot exchange or refund
Some items cannot be exchanged or refunded. Any item sold on sale or any custom designed suit. All Martingale Collars are also not exchangeable or refundable. As these items are made specifically for you and your sighthounds size & measurement we cannot take these items back. Pre-order products are a bit different. We can take these back for a refund (as long as they meet the requirements), but we cannot exchange. As we only create the exact number of product pre-ordered we do not have the stock on hand for an exchange.
Returning/Exchanging an Item
If you are exchanging a suit for a different size, all you need to do is post the item back to us and we will give you a refund on the returned item (assuming it meets the conditions outlined here). You can then simply re-order what you like on the website.
EXCHANGES: To help clarify, here are the steps for exchanges:
| Who | What | |
| You | Ensure the returning item meets the conditions listed above. | |
| You | Package up your item in a secure manner. The tags should still be on the goods (if they had tags originally). | |
| You | Place a note in your package of why you are returning the item. | |
| You | Post your item back to us at the address listed on this page (Royal Hound Returns: P.O. Box 32 Ashburton Victoria 3147) | |
| You | Email us the tracking code number and the reason for your exchange or refund, which is essential. | |
| Royal Hound | Once we receive your tracking code we will issue you a refund back through the original payment method. | |
| You | You can now simply re-order your item on the website. |
REFUNDS: To help clarify, here are the steps for refunds:
You should understand that while we do offer refunds they are only offered at Royal Hound’s discretion.
| Who | ||
| You | Ensure the returning item meets the conditions listed above. | |
| You | Package up your item in a secure manner. The tags should still be on the goods (if they had tags originally). | |
| You | Place a note in your package of why you would like a refund along with your order number (located on your receipt). | |
| You | Post your item back to us at the address listed on this page (Royal Hound Returns: P.O. Box 32 Ashburton Victoria 3147) | |
| You | Email us the tracking code number and the reason for your exchange or refund, which is essential. | |
| Royal Hound | Once we receive your suit in the mail we will examine the suit to ensure it meets ALL the requirements. | |
| Royal Hound | If your suit is not in good condition as listed here we will not be able to refund your suit. If this is the case we will contact you to discuss what your options are. | |
| Royal Hound | If your suit is approved for refund you will receive a refund for the suit amount via your original payment method. |
If I am re-ordering a different size do I pay for postage again?
If you have returned an item because it is the wrong size and received a refund when you place another order you will need to pay for postage out to you again.
Returning the actual suit, who pays the cost of postage?
You will need to cover the postage back to us.
Non-refundable items
Almost anything you purchase from us is refundable/exchangeable, however you need to be aware that accepting a refund/exchange is at Royal Hound’s discretion and we have the right to refuse a refund/exchange for no reason. If you are requesting a refund/exchange there are some elements of a transaction that are non-refundable. These include;
– Custom made items (Custom Suits / All Martingale Collars)
– Transaction fees (bank and payment fees)
– Shipping costs
– Handling fees (if applicable)
Fair use policy
Of course we need to apply a fair use policy and if in our opinion you are returning things excessively then we reserve the right to refuse to provide a refund. It is important that you understand that refunds are at our discretion.
We never have ‘sales’ as we re-invest a portion of our revenue back into improving the quality of goods, rather than charging higher prices, only later to discount goods so you feel like you get a bargain. If we ever held a sales it is important to note that sale Items are not able to be returned/exchanged as they are sold with the knowledge that they cannot be returned for a refund or an exchange.
Return address
To return merchandise for an exchange, please send to:
Royal Hound Returns
P.O. Box 32 Ashburton Victoria 3147.
– Please include a copy of your order receipt as proof of purchase.
– Please make a note of the reason for your return.
– Please allow 10 working days from the receipt of your return.
– Refunds will be processed in the same manner as payments so if, for example, you paid by Visa you will receive a refund on your Visa.
If merchandise is received by us after the 14 day return period it may not qualify for a refund. In this case, the parcel may be returned to the sender. However we want your business so it will be at our discretion.
Chat to us
Circumstances throughout life’s journey always change and we know that better than anyone. So if you have an issue with our returns policy you can always contact us for a chat. We respect our customers, even if sometimes they or we need to break the rules.