Refund policy

Effective Date: April 2026

Address: Unit 4108 639 Little Lonsdale St, Melbourne VIC 3000, Australia

Return Conditions:
Return Period: 30 days from the delivered date
Restocking fee: None
Refund time: 3–10 business days

Please note that the customer is liable for any shipping costs for returns, unless the item is faulty, damaged, or incorrect. Shipping costs for returns may vary depending on location. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.

Delivery Day Return Policy:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The return period begins from the day the item is delivered to the specified address. Requests made after this period may not be accepted.

Initiate a Return:
To start a return, you can contact us at support@hazelnhound.com with your order number and reason for return.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

To be eligible for a return, your item must be:

1. In the same condition that you received it
2. Unused and unaltered
3. With tags attached
4. In its original packaging

5. Accompanied by a receipt or proof of purchase

Non-returnable items include:

1. Perishable goods (e.g. pet food, treats, consumables)
2. Custom or personalised items
3. Sale items and gift cards

You can always contact us for any return questions at support@hazelnhound.com.

Damages and Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. Include your order number and photos of the issue so we can evaluate and resolve it.

In accordance with Australian Consumer Law, you are entitled to a replacement, repair, or refund for goods that are faulty, not fit for purpose, or not as described. In these cases, we will cover return shipping costs. 

European Union 14 Day Cooling Off Period:
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

Items must still be returned in their original condition, unused, with tags and packaging, along with proof of purchase.

Refunds:
We will notify you once we’ve received and inspected your return and inform you if your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that banks or card providers may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@hazelnhound.com.

Exchanges:
We do not offer direct exchanges. If you would like a different item, please return your original item and place a new order once your return is accepted.

Contact Information:
Business Name: Hazel & Hound
Trade Name: Hazel & Hound
Address: Unit 4108 639 Little Lonsdale St, Melbourne 3000 VIC, Australia
Email: support@hazelnhound.com
Customer Service: Monday to Friday, 9:00 am – 5:00 pm (Email)
ABN: 63138494016