Refund & Returns Policy

At The Holistic Hound Spa we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures regarding returns, refunds, and exchanges.

1.Your Right to Cancel

Under the UK Consumer Contracts Regulations, customers purchasing goods online have the right to cancel their order within 14 days of receiving their item(s) without providing a reason. Once you have notified us of your cancellation, you have a further 14 days to return the goods.

2.Return Conditions

To be eligible for a return:

Items must be unused, unopened, and in their original packaging.
Products must be in a resalable condition.
Proof of purchase must be provided.

For hygiene and safety reasons, we cannot accept returns on opened grooming products, shampoos, conditioners, treats, supplements, or personalised items unless they are faulty.

3.Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery. We may request photographs to assess the issue. Where appropriate, we will offer:

A replacement
An exchange
A full refund, including any applicable delivery costs

Customers have legal rights regarding faulty goods under UK consumer law.

4.Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome. Approved refunds will be processed to the original payment method within 14 days.

5.Return Postage

Customers are responsible for return postage costs unless:

The item is faulty.
The item is damaged on arrival.
We have sent the wrong product.

We recommend using a tracked postal service, as we cannot be responsible for items lost during return transit.

6.Non-Returnable Items

The following items cannot be returned unless faulty:

Opened shampoos, conditioners, sprays, and grooming products
Dog treats and food products
Personalised or custom-made items
Gift cards

7.How to Request a Return

Please contact us at:

Email: Theholistichoundspa@gmail.com Phone: 07399796854

Include:

Your order number
Details of the item(s)
Reason for return
Photographs (if applicable)

This policy does not affect your statutory rights under UK consumer legislation