Refund policy
We want you to be happy with what you purchase from Hundenfolk. Because we are a small independent retailer and many of the products we carry are consumable, fitted, seasonal, or specialty items, we ask that all returns meet the requirements below.
Please review this policy before requesting a return.
14-DAY RETURN WINDOW
Eligible items may be returned within 14 days of delivery or purchase.
To qualify for a return, merchandise must be:
-
In the same condition in which it was received
-
Unused and unworn
-
Clean and free from pet hair, dirt, odors, scratches, bite marks, or other signs of use
-
Complete with all original tags, components, accessories, and packaging
-
Accompanied by proof of purchase
A brief indoor fit check of eligible dog gear is permitted. Gear that has been worn outdoors, used on a walk, attached to a vehicle, washed, soiled, chewed, scratched, or otherwise put into use is considered used and is not eligible for return unless a verified product defect is present.
All returns require authorization from Hundenfolk before being sent back.
To request a return, contact:
Please include your order number and the item you would like to return.
Unauthorized returns may be refused or returned to the sender.
RETURN SHIPPING
For standard returns, including returns due to preference, fit, size, color, or a change of mind, the customer is responsible for return shipping costs.
Customers may also use their own trackable shipping method after receiving return authorization and instructions from Hundenfolk.
Original shipping charges are non-refundable on standard returns.
Hundenfolk will cover reasonable return shipping costs when we confirm that:
-
We shipped the wrong item;
-
The item arrived with a verified manufacturing defect; or
-
The item was verified to have been damaged before or during shipment.
Return shipping will not be covered for damage occurring after delivery or for merchandise that otherwise does not meet the conditions of this policy.
Once a return is authorized, merchandise must be tendered to the designated carrier within 10 calendar days of the return authorization or prepaid label being issued. Returns not shipped within that period may be closed and any unused prepaid return label may be canceled.
RETURN AUTHORIZATION & SHIPPING DEADLINE
Once a return has been authorized, the return package must be tendered to the designated carrier within 10 calendar days of the date the return authorization or prepaid return shipping label is issued.
A return is considered shipped when the carrier records its first acceptance scan. Creating a label or possessing a return label does not constitute shipment.
If the return has not been tendered to the carrier within 10 calendar days, Hundenfolk may close the return authorization and cancel any unused prepaid return label.
If additional time is needed, please contact us before the return deadline. Extensions may be granted at Hundenfolk’s discretion.
Merchandise sent after the return authorization has expired, without prior written approval, may be refused or returned to the sender.
All returned merchandise must continue to meet the eligibility requirements of this Return & Refund Policy when received.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order promptly after delivery.
If an item arrives damaged, appears defective, or is not what you ordered, contact us as soon as possible at contact@hundenfolk.com so we can evaluate the issue.
Please do not discard the product, tags, shipping mailer, box, internal packaging, or other materials until the claim has been resolved.
For damaged or defective merchandise, we may require photographs showing:
-
The full item
-
The damaged or defective area
-
The exterior shipping packaging
-
Any interior packaging
-
The shipping label
-
Any visible damage to the package
Additional photographs or information may be requested when necessary to evaluate the claim.
Depending on the circumstances, Hundenfolk may require the merchandise and original packaging to be returned for physical inspection before a refund, replacement, or other resolution is approved.
Authorization to return an item does not, by itself, guarantee that a refund will be issued. Returned merchandise may be inspected to determine whether it meets the requirements of this policy.
When original shipping packaging is requested as part of a damage claim, the item must be returned in or with that original packaging. Failure to retain or return requested packaging may prevent Hundenfolk from fully evaluating the claim and may affect eligibility for a refund, replacement, or reimbursement of return shipping.
DAMAGE OCCURRING AFTER DELIVERY
Hundenfolk is not responsible for damage that occurs after a package has been delivered, including damage caused by handling, misuse, improper use, pets, improper storage, washing, alteration, or opening the shipment.
Damage caused by scissors, knives, box cutters, or other tools used to open shipping packaging is considered customer-caused damage and is not considered shipping damage, a manufacturing defect, or a defective product.
If a damage claim is submitted, Hundenfolk may compare the condition and location of the reported damage with the condition of the exterior and interior packaging as part of our evaluation.
Items damaged after delivery are not eligible for return or refund except where otherwise required by law.
RETURN INSPECTION
All returned merchandise is inspected before a refund is approved.
If an item is returned in a condition that does not meet the requirements of this policy—including merchandise that is used, worn, dirty, damaged after delivery, missing tags or components, or otherwise not in returnable condition—the return may be denied.
If a return is denied after inspection, we will contact you with the results of our evaluation.
Hundenfolk reserves the right to refuse or reduce a refund when returned merchandise does not match the condition represented in the return request, subject to applicable law.
NON-RETURNABLE ITEMS
For safety, health, quality, and inventory-control reasons, the following items are generally final sale and cannot be returned:
-
Frozen or refrigerated food
-
Opened food
-
Opened treats or chews
-
Opened supplements
-
Opened toppers, broths, or other consumable products
-
Grooming or personal-care products that have been opened or used
-
Custom or personalized merchandise
-
Special-order merchandise designated as non-returnable
-
Gift cards
-
Items marked Final Sale
-
Clearance or Last Chance merchandise marked as non-returnable
-
Used or damaged merchandise
If a consumable product is subject to a manufacturer satisfaction guarantee, recall, or verified defect, please contact us. Eligibility may vary by brand and product.
Nothing in this section limits any rights you may have for genuinely defective merchandise under applicable law.
FOOD & CONSUMABLE PRODUCTS
Because pet food, treats, chews, supplements, frozen products, and other consumables cannot safely be returned to inventory once opened or removed from appropriate storage conditions, these items are generally non-returnable.
If you believe a food or consumable product is defective, spoiled, damaged, subject to a recall, or otherwise unsafe, discontinue use and contact Hundenfolk promptly.
Please retain the product, packaging, lot information, expiration or best-by information, and proof of purchase until the issue has been resolved.
SALE & CLEARANCE ITEMS
Items specifically marked Final Sale or otherwise identified as non-returnable at the time of purchase cannot be returned or exchanged unless the merchandise is verified to be defective or Hundenfolk shipped the incorrect item.
A promotional discount alone does not necessarily make an item Final Sale unless it is identified as such.
SPECIAL ORDERS
Special-order merchandise obtained specifically at a customer's request may be designated as Final Sale.
If a special-order item is defective or Hundenfolk receives or supplies the wrong merchandise, please contact us so we can evaluate the issue.
EXCHANGES
For eligible merchandise, we are happy to help with size or product exchanges when inventory permits.
For mailed orders, the simplest method may be to return the original item and place a new order for the replacement item.
Standard return-shipping rules apply to exchanges involving preference, fit, size, or color.
If an exchange is required because Hundenfolk shipped the incorrect item or because of a verified defect, Hundenfolk will cover reasonable shipping costs associated with correcting the order.
REFUNDS
Once your return is received, we will inspect the merchandise and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days after approval for Hundenfolk to process the refund. Your bank or credit-card provider may require additional time before the refund appears on your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact:
Shipping charges are not refunded on standard returns.
When Hundenfolk confirms that an order was incorrect, defective, or damaged before or during shipment, applicable shipping charges may also be refunded.
Issuance of a prepaid return label or authorization to return merchandise does not constitute approval of a refund. Refund eligibility is determined after the returned merchandise has been received and inspected.
PROMOTIONS, BUNDLES & DISCOUNTS
If returned merchandise was purchased as part of a promotion, bundle, gift-with-purchase offer, multi-item discount, or other conditional offer, the refund may be adjusted to reflect the terms of the original promotion.
Any promotional item that was required to qualify for the offer may also need to be returned in new and unused condition.
LOST RETURN SHIPMENTS
Customers using their own return shipping method should use a trackable service and retain the tracking information.
Hundenfolk is not responsible for customer-arranged return shipments that are lost, misdelivered, or damaged before reaching us.
RETURN ADDRESS
Approved returns should be sent only after receiving return authorization and instructions from Hundenfolk.
Hundenfolk
73255 El Paseo, Suite 1
Palm Desert, CA 92260
United States
Do not send merchandise back without first contacting us.
ORDER CANCELLATIONS
If you need to cancel or change an online order, contact us as soon as possible.
We will make every reasonable effort to accommodate cancellation requests, but orders that have already been processed, packed, or transferred to the carrier may no longer be eligible for cancellation.
Once an order has shipped, the standard return policy applies.
EUROPEAN UNION ORDERS
Where applicable, consumers receiving merchandise in the European Union may have statutory rights to cancel or withdraw from an eligible purchase within 14 days without providing a reason.
Any statutory consumer rights that apply to an order take precedence over conflicting portions of this policy.
Unless applicable law or the circumstances of the order require otherwise, merchandise returned under a right of withdrawal must be returned in substantially the same condition in which it was received, with original components and packaging where reasonably possible.
This section does not limit statutory rights relating to defective or non-conforming goods.
QUESTIONS
Questions about returns, damaged merchandise, or refunds can be sent to:
Hundenfolk
73255 El Paseo, Suite 1
Palm Desert, CA 92260
United States