Refund policy

Last updated: June 2026

At Horse Hound & Country, we want you to be delighted with your purchase. If something isn't quite right, we're here to help.

This policy explains your rights, our returns process, and how refunds are handled.

Change of Mind Returns

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the item to us.

To start a return, please contact us at:

📧 orders@horsehoundandcountry.co.uk

Return Conditions

Returned items must:

Be unused and in a resaleable condition
Be returned with all original tags attached
Be returned with any original packaging where possible
Be free from damage caused after delivery

For equestrian, pet and country products, items must also be:

Clean and free from mud
Free from horse hair, dog hair or bedding
Free from feed, supplements or stable debris
Free from strong odours including smoke, perfume or stable smells

We reserve the right to reduce a refund where an item has been handled beyond what would reasonably be expected when inspecting it.

Faulty, Damaged or Incorrect Items

If your order arrives:

Damaged
Faulty
Defective
Incorrect

Please contact us within 48 hours of delivery where possible.

Photographs will be required to help us assess the issue and resolve it quickly.

Where a product is confirmed to be faulty, damaged or supplied incorrectly, we will offer an appropriate remedy which may include:

Replacement
Repair
Refund
Store credit

Your statutory rights are not affected.

Non-Returnable Items

The following items cannot be returned unless faulty or damaged upon arrival:

Personalised products
Custom-made products
Embroidered items
Engraved items
Made-to-order products
Gift cards
Perishable goods
Opened horse feed
Opened pet food
Opened supplements
Opened healthcare products
Products sealed for hygiene reasons once opened

Sale & Clearance Items

Sale items may be returned unless specifically marked as:

Final Sale
Clearance
Non-Returnable

Any exclusions will be clearly stated before purchase.

Return Postage Costs

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it.

We recommend using a tracked service, as returned goods remain your responsibility until safely received.

If the item is faulty, damaged or supplied incorrectly, Horse Hound & Country will cover reasonable return costs.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds are typically processed within 5 to 10 working days back to the original payment method.

Please note that banks and card providers may take additional time to make funds available.

Partial Refunds

In some circumstances, a partial refund may be issued where:

An item is returned damaged
An item has been used beyond reasonable inspection
Parts, accessories or original packaging are missing
The condition of the returned item reduces its resale value

Any deductions will be reasonable and proportionate.

Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where processing has not yet begun, a full refund will normally be issued.

Some personalised, custom-made or special-order products may enter production immediately after ordering and may not be eligible for cancellation.

Supplier Direct & Partner Fulfilled Orders

Many products sold by Horse Hound & Country are dispatched directly by trusted suppliers, brands and fulfilment partners.

Returns for these products are still managed through Horse Hound & Country unless otherwise stated.

Please do not return products directly to a manufacturer without authorisation from our team.

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