At Hound & Soul, we take care to ensure that every order is packed and dispatched in good condition. We want our customers to be happy with their purchases and are committed to addressing genuine issues with your order.

Change of Mind

We do not generally offer refunds, returns or exchanges for change-of-mind purchases once an order has been placed or the goods have been sold.

This includes situations where a customer:

• Changes their mind about a product
• Orders the wrong product, size, colour or quantity
• No longer requires the product
• Simply does not like the product

Please carefully review your order before completing your purchase.

Order Cancellation

Customers may request cancellation of an order within 24 hours of placing the order.

Cancellation requests can be made by:

• Email: info@houndandsoul.com.au
• Phone: +61 418 983 900

Cancellation requests received after 24 hours may not be accepted, particularly if the order has already been processed, packed or dispatched.

If an eligible cancellation is approved, the applicable refund will be processed to the original payment method.

Damaged or Faulty Goods

If your order arrives damaged or you believe you have received a faulty or defective product, please contact us as soon as possible.

For damaged goods, please contact Hound & Soul within 24 hours of receiving your order and provide:

• Your order number
• Details of the damaged or faulty product
• A description of the issue
• Clear photographs of the product and packaging, where applicable

We may request additional information or photographs to assess the issue.

Where a product is confirmed to be damaged or faulty, we will work with you to provide an appropriate remedy, which may include a replacement, repair or refund, where applicable under Australian Consumer Law.

Refunds

Where a refund has been approved, the refund will generally be issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account may depend on your bank, credit card provider or payment provider.

Wholesale Orders

The same general refund and cancellation conditions apply to wholesale and reseller orders.

Wholesale customers may request cancellation within 24 hours of placing an order by contacting us by phone or email.

Refunds or other remedies for wholesale orders involving damaged or faulty goods will be assessed on a case-by-case basis. Customers should notify Hound & Soul as soon as possible and provide the order details and photographs of the affected goods where applicable.

Contact Us

If you need to request an order cancellation, report damaged goods or discuss a refund, please contact us:

Email: info@houndandsoul.com.au

Phone: +61 418 983 900

Please include your order number when contacting us so that we can assist you as quickly as possible.

Australian Consumer Law

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Where Australian Consumer Law provides you with rights or remedies that cannot legally be excluded, those rights will continue to apply.

Hound & Soul reserves the right to update this Refund & Returns Policy when necessary.