Personalised and made to order items
Personalised, customised, engraved, embroidered, printed, or made to order products cannot usually be returned unless faulty.
Returns & Refunds
We want you to feel confident ordering from Horse Hound & Country. If something is not quite right, we will always do our best to help.
Because we work with a mix of HHC fulfilled products, trusted suppliers, partner brands, and independent makers, return processes can vary slightly depending on the item ordered.
Please contact us before returning anything so we can provide the correct return address and instructions.
Standard Returns
Returning unwanted items
Most unused items can be returned within 14 days of delivery for a refund, provided they are returned in their original condition, with packaging, tags, labels, and accessories intact.
Returned products must be unused, clean, and suitable for resale. We may refuse returns that show signs of use, damage, wear, washing, odours, hair, dirt, or missing packaging.
Non Returnable Items
Items we cannot usually accept back
Feed, supplements, and consumables
Feed, supplements, treats, consumables, and ingestible products cannot usually be returned once dispatched for safety and traceability reasons.
Animal health and hygiene products
Certain veterinary, healthcare, hygiene, grooming, or safety products may not be eligible for return if opened or used.
Clearance or final sale items
Some sale, clearance, or final reduction products may be marked as non returnable where stated on the product page.
Faulty or Damaged Items
If something arrives damaged or incorrect
Please contact us as soon as possible if your order arrives damaged, faulty, incomplete, or incorrect.
We may ask for photographs, batch numbers, packaging details, or additional information to help us investigate with the supplier, brand, or courier.
Items must not continue to be used once a fault has been identified, as this may affect eligibility for refund or replacement.
Supplier Dispatched Returns
Some returns may go directly to the supplier
As some products are dispatched directly from brands, suppliers, or makers, return instructions may vary depending on the item ordered.
Please contact us before returning any item so we can provide the correct return address and instructions.
Refund Processing
How refunds are processed
Once your return has been received and inspected, approved refunds will usually be processed back to your original payment method within 5 to 10 working days.
Original shipping costs may not be refunded unless the item is faulty, damaged, or incorrect.
Before You Return
Submit a returns request
Fill in the form below before sending anything back. We will review your request and confirm the correct return instructions.
Returns Form
Request a return
Returns FAQs
Frequently asked questions
How long do I have to return an item?
Most unused items can be returned within 14 days of delivery unless otherwise stated.
Can I return personalised items?
Personalised, customised, and made to order items are usually non returnable unless faulty.
Can I return feed or supplements?
Feed, supplements, treats, and ingestible products are generally non returnable once dispatched due to safety and traceability requirements.
What if my item arrives damaged?
Please contact us as soon as possible with photographs and details of the issue so we can investigate and resolve it.
Do I need to contact you before returning something?
Yes. Some products must be returned directly to the supplier or maker, so please contact us before sending anything back.
How long do refunds take?
Approved refunds are usually processed within 5 to 10 working days after the return has been received and inspected.
Can I exchange an item?
Exchanges may not always be possible depending on supplier stock and fulfilment type. In many cases, returning the original item and placing a new order is the quickest option.
Where can I read the full refund policy?
You can read our full refund policy here.