Refund policy

Returns

You have 30 days after receiving your item to request a return.

To be eligible for an ordinary return, items, including collars, must be unworn and unused, in the same condition that you received them, with tags and in their original packaging. You will also need the receipt or proof of purchase.

How to request a return

Contact support@hundhaus.dog before sending anything back. Items returned without first requesting a return will not be accepted.

If your return is accepted, we will provide instructions on how and where to send your package. Our return address is 3308 W Arlington Ave, Littleton, CO 80123.

Return shipping and restocking fees

For approved ordinary returns of items without engraving, we provide a return shipping label free of charge. Engraved item returns have separate shipping and refund terms below.

A 10% restocking fee applies to ordinary returns of items without engraving. This fee does not apply to engraved item returns covered below, errors made by HÜND HAUS, defective or incorrect items, or where prohibited by applicable law.

Engraved item returns

For any approved return of an engraved item that is not due to an issue with the order caused by HÜND HAUS, the buyer must pay return shipping and will receive a refund of 75% of the product price paid after discounts. This applies to all engraved items, including items engraved correctly. No additional restocking fee applies.

The buyer-paid return shipping requirement and 75% refund limit do not apply when the return is due to an issue with the order caused by HÜND HAUS, including an engraving error made by us, a defect or an incorrect item.

These terms do not limit your rights under applicable law.

Damaged, defective or incorrect items

Please inspect your order when it arrives and contact support@hundhaus.dog promptly if an item is defective, damaged, incorrect or engraved differently from the instructions you submitted, so we can evaluate the issue and make it right. The buyer-paid return shipping requirement and 75% refund limit for engraved items do not apply to product issues caused by HÜND HAUS.

Fi GPS units included with HÜND HAUS collar bundles

The included Fi GPS unit itself is non-refundable, except where required by applicable law. Any issues with the Fi GPS unit should be directed to Fi. Any return eligibility for the HÜND HAUS collar portion remains subject to this policy.

Exchanges

For ordinary exchanges, return the item you have and, once the return is accepted, make a separate purchase for the new item. Engraved items remain subject to the return shipping and refund terms above.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Applicable statutory cancellation and return rights take precedence over the unused-item conditions, fees and refund limits in this policy.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, we will issue the refund to your original payment method within 10 business days, unless applicable law requires an earlier refund. Your bank or credit card company may take additional time to process and post it.

If more than 15 business days have passed since we approved your return, contact support@hundhaus.dog.