Refund policy
Returns & Refunds Policy
At Alder & Hound, we want you to shop with confidence. If you’re not completely satisfied with your purchase, we’re here to help.
30-Day Returns
We offer a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return.
To be eligible for a return, your item must:
- Be unopened and unused
- Be in its original packaging
- Be in the same condition that you received it
- Be accompanied by proof of purchase
To request a return, please contact us at:
hello@alderandhound.co.uk
If your return is approved, we’ll provide instructions on how and where to send your item.
Please note that returns sent without first contacting us may not be accepted.
Return Address
2 Woodmans Cottages
Flaxby
North Yorkshire
HG5 0RR
United Kingdom
Damaged, Incorrect or Faulty Items
Please inspect your order as soon as it arrives.
If your item is damaged during transit, faulty, or you receive the wrong product, please contact us as soon as possible at hello@alderandhound.co.uk so we can resolve the issue promptly.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of opened or used pet supplements unless the product is faulty.
We also cannot accept returns for:
- Products that have been opened or used
- Gift cards
- Clearance or sale items (unless faulty)
If you are unsure whether your purchase is eligible for return, please contact us before sending it back.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, please request a return (where eligible) and place a new order once your return has been approved.
European Union Customers
If your order is delivered to an address within the European Union, you have the right to cancel or return your purchase within 14 days of receiving it without giving a reason.
To qualify, the product must remain unopened, unused and in its original packaging.
Refunds
Once we receive your returned item, we’ll inspect it and notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
hello@alderandhound.co.uk
If you have any questions regarding returns or refunds, we’re always happy to help.
Email: hello@alderandhound.co.uk