Returns & Refunds Policy

HOUNDS Clothing Company Ltd ("HOUNDS", "we", "us", "our") Trading as HOUNDS - houndsclo.uk Last updated: 20/07/2026

This policy explains your rights to cancel, return, and receive a refund for goods purchased from houndsclo.uk. Nothing in this policy affects your statutory rights as a consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013") and the Consumer Rights Act 2015 ("CRA 2015").

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

If you are a consumer buying online, in most cases you have a legal right to cancel your order for any reason, without needing to give a reason, within 14 calendar days starting the day after you (or someone you nominate) receives the goods.

• To cancel within this period, you must clearly inform us of your decision (e.g. by email to contact@houndsclo.uk, including your order number). Simply returning the item without any notice may delay processing but a clear act of return can also constitute notice of cancellation.
• Once you have told us you wish to cancel, you then have a further 14 days to send the goods back to us.
• You are responsible for the cost of returning the goods unless we advise otherwise or the goods are faulty/not as described.

What "inspecting" means: the law allows you to handle goods only as you would in a physical shop — for example, trying on a garment to check fit and feel. It does not permit wearing an item out, washing it, altering it, removing hygiene seals, or otherwise using it beyond that limited inspection.

Deduction for diminished value: If the value of the goods has been reduced because you have handled them beyond what is necessary to establish their nature, characteristics, and how they function (for example, visible wear, marks, odours, alterations, missing swing tags, or the item no longer being in a resaleable "as new" condition), we are legally entitled to make a deduction from your refund to reflect that reduction in value. In some cases, this deduction may be up to the full price of the item where the goods can no longer be resold as new.

This statutory 14-day right applies regardless of whether tags remain attached, though tag removal, wear, or use will be assessed as part of the diminished value deduction above.

2. HOUNDS' Extended Goodwill Return Window (Beyond the Legal Minimum)

As a matter of goodwill, and in addition to (not instead of) your statutory rights above, HOUNDS may accept return requests made after the 14-day statutory cancellation window has passed, up to 30 days total from delivery. This extended window is offered entirely at HOUNDS' discretion and is subject to the following conditions:

• The item must be unworn, unwashed, unaltered, and in its original condition, with all original swing tags and labels still attached.
• Items returned without tags attached, or showing signs of wear, use, odour (e.g. perfume, smoke, deodorant), staining, alteration, or damage will not qualify for this extended goodwill return and will be sent back to the customer at their own cost, or disposed of if the customer declines return shipping.
• Each extended-window return request is assessed on a case-by-case basis at HOUNDS' sole discretion. Approval is not guaranteed, and HOUNDS reserves the right to decline a return, offer a partial refund, or offer store credit instead of a refund, depending on the condition of the item on inspection. HOUNDS does not charge a restocking fee on approved returns - the case-by-case approval process itself is the control against non-genuine returns.
• This discretionary window exists to accommodate genuine change-of-mind returns of unused items, and is not intended to permit customers to wear and then return clothing. HOUNDS actively inspects returned items for evidence of wear before approving any refund under this section.

Nothing in this section limits or removes your rights under Section 1 (statutory cancellation) or Section 4 (faulty goods) below.

3. Non-Returnable / Non-Refundable Items

The following items cannot be returned or exchanged, except where faulty or not as described, due to hygiene and made-to-order considerations:

• Underwear, swimwear, or items marked as hygiene-sealed, where the seal has been broken or removed.
• Items marked as "Final Sale", "Clearance", or "Non-Returnable" at the time of purchase.
• Made-to-order, personalised, or customised items (e.g. custom embroidery, name/number prints), unless faulty.
• Gift cards.

4. Faulty, Damaged, or Not-as-Described Items

If an item is faulty, damaged on arrival, or does not match its description, you have additional statutory rights under the Consumer Rights Act 2015, which are not subject to the tags-on or condition requirements in Sections 1–2 above:

• Within 30 days of delivery: you are entitled to a full refund or replacement.
• After 30 days but within 6 months: you are entitled to a repair or replacement (or a refund if this is not possible), unless we can show the fault was not present at the time of delivery.
• Please contact us at contact@houndsclo.uk with your order number and photos of the fault/damage as soon as reasonably possible after you discover it.

5. How to Request a Return

1. Email contact@houndsclo.uk with your order number, the item(s) you wish to return, and your reason (cancellation, faulty, or goodwill return request).
2. We will confirm whether the return is approved and provide return instructions (and, where applicable, a returns address or label).
3. Please do not send items back without contacting us first, as this may delay processing.
4. Pack items securely with all original tags and packaging where possible.

6. Refunds

• Refunds will be issued to the original payment method used at checkout.
• We will process your refund within 14 days of receiving the returned goods back (or, if earlier, 14 days from you providing evidence of having sent the goods back), as required under the CCR 2013.
• Original standard delivery charges will be refunded in full for statutory cancellations under Section 1. Any upgraded/express delivery cost above the standard rate is not refundable. Return postage costs are the customer's responsibility unless the item is faulty or we sent the wrong item.
• Where a deduction is applied for diminished value (Section 1) or a partial refund/store credit is offered under the discretionary window (Section 2), we will explain the reason in writing before or at the time the refund is issued.

7. Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return the original item in accordance with this policy and place a new order.

8. Your Right to Escalate

If you have a complaint, please contact us first at contact@houndsclo.uk so we can try to resolve it. Although consumers may have access to alternative dispute resolution services in some circumstances, HOUNDS Clothing Company Ltd is not obliged to participate in an Alternative Dispute Resolution scheme and does not currently participate in one. Nothing in this policy affects your statutory rights.

9. Changes to This Policy

We may update this policy from time to time. The version published at the time you placed your order will apply to that order.

10. Contact

HOUNDS Clothing Company Ltd Email: contact@houndsclo.uk. Website: houndsclo.uk

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This policy is provided for general information and does not constitute legal advice. Sections 1 and 4 reflect mandatory UK consumer protection law and should not be altered without legal advice, as doing so may render related clauses unenforceable and expose the business to regulatory or consumer complaints. HOUNDS Clothing Company Ltd recommends review by a qualified solicitor before publication.