Refund policy
At Happy Hounds, we are deeply committed to keeping your hounds happy and healthy with quality products and great customer service.
Please note, products may vary slightly from their pictures. The images of the products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
As all our food is made from ethically-sourced, natural ingredients, which can have a range of colours and textures, you may notice variations in the colour or texture of the food.
RETURNS & REFUNDS
FRESH FOOD
Happy Hounds dog food is frozen, so to maintain strict cold chain supply protocols, we unfortunately cannot accept any returns.
If for some reason you are unhappy about the quality or condition of the Happy Hounds fresh food products that you have received, please don’t hesitate to contact us within 7 days of receiving your product. We would love to chat with you about your experience, and we’ll do everything we can to make it right!
If appropriate, we are able to refund the value of your purchase either with a credit note for future shopping or a payment refund. Refunds typically take 3-5 working days to process (though it’s often quicker).
SUBSCRIPTIONS & RECURRING ORDERS
You're always in control of your subscription. You can skip, pause, reschedule or cancel an upcoming delivery any time from your account, just make sure changes are made before your renewal charge as once your order is received, stock is allocated accordingly.
If your subscription renews before a change is made (for example, you forget to skip or pause in time), we're unable to offer a refund, your order has already been confirmed at this point. Depending on your situation, we may be able to hold your order over for your next scheduled delivery instead, just get in touch with us at info@happyhounds.co.za 24 hours before the order’s delivery day, and we'll see what we can do.
We're always happy to refund you if:
- You received the wrong item(s).
- Your product arrived faulty or damaged (see Fresh Food returns above).
- Your subscription was set up in error, for example, a once-off order was accidentally placed as a subscription (or vice versa), and you let us know within 48 hours of the order being placed.
We're not able to refund:
- Orders that renewed because a skip, pause or cancellation wasn't made in time
- Change-of-mind cancellations once an order has already been confirmed.
GEAR
We want you to love your gear! But if it’s not quite right, we offer full cash refunds or exchanges within 14 days of receiving your returned items.
We accept returns with respect to the following conditions:
- The item must have been sold in our store or on our online store
- The item is found to be ill-fitting or faulty
- The return or exchange request is made within 14 days of delivery
- The item should be returned unused, unwashed, in original condition, suitable for re-sale. We are unable to accept returns of used, laundered or customer damaged goods.
All items will be thoroughly inspected upon receipt & will only be processed if our returns standards are met. In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you.
- It is our customers' responsibility to return the item to us by reliable and recorded delivery. In the case that the return is lost in the post, we cannot process the refund.
- In the unlikely event that the item you receive is defected, we will replace it or refund it at no cost to yourself. To process the return and replacement of a damaged item, please follow the instructions below, but we will arrange to collect from you with our couriers. Once we have inspected the damaged item, we will refund you or arrange a replacement to be sent to you. In the case that we are unable to replace the item because it is out of stock, we will offer you a full refund or store credit, whichever you prefer.
HOW TO RETURN YOUR ITEM
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Send us an email at info@happyhounds.co.za to let us know you're returning your purchase. Please include a brief reason (e.g., sizing, fit, etc.) - we always appreciate feedback!
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Repack your item with all original tags and packaging, include your name, and ship it to:
Happy Hounds
131 Sir Lowry Road, Foreshore, Cape Town, 8001
📞 +27 64 874 5244
For peace of mind, we suggest using a reliable and trusted courier with tracking.
Please note: If the original packaging and tags aren’t included, a small deduction will be made from your refund.
Ordered the wrong size or colour? No problem! We’re happy to exchange it for you, subject to stock availability. Just follow the same return process above and let us know if you’d prefer an exchange or store credit instead of a refund.
As soon as we receive your item in its original condition and packaging, we’ll process your exchange or issue your store credit.
PROMOTION AND DISCOUNT CODES
No refunds, returns or exchanges will be given on purchases made with a discount code or offer (including all Black Friday sale items).
Purchases made with a discount code or special offer are final sale - no refunds, returns, or exchanges can be processed for these items.
Any promotions are non-transferable and may not be returned or redeemed for cash (except as required by law).
SALE ITEMS
Sale items are non-refundable and not eligible for store credit. However, if the size isn’t quite right, we’ll do our best to exchange it - stock availability permitting.
