Refund policy
The short version
If something is not right, tell us. You have 30 days from delivery to return an unused item for a refund. If we sent the wrong thing, or it arrived damaged, we fix it and we pay the shipping.
Our 30-day return window
You have 30 days from the day your order is delivered to start a return. After 30 days we cannot offer a refund or an exchange.
To come back to us, an item needs to be:
- Unused and unwashed, with no fur, chew marks or wear. Dogs are enthusiastic. We understand completely. We still cannot resell a loved toy.
- In its original packaging, with any tags still attached.
- Sent back with your order number so we can match it to you.
Things we cannot take back
For every dog's safety, these are final sale:
- Treats, chews, food, supplements and anything else your dog eats or licks. Once these leave our hands we cannot verify how they were stored, and we will not resell food to another dog on trust alone.
- Any item that has been used, washed or chewed.
- Personalised or made-to-order items.
- Gift cards.
- Clearance items marked final sale on the product page.
If an edible item turned up damaged, spoiled or past its date, that is a completely different situation. See the next section. We will always make that right.
Who pays return shipping
- Changed your mind, wrong size, or your dog was unimpressed: you cover return shipping. Please use a tracked service, because we can only refund items that actually reach us.
- We sent the wrong item, it arrived damaged, or it is faulty: we cover it. You will never pay to fix our mistake.
If something arrives wrong or damaged
Email store@snouthub.com within 7 days of delivery with your order number and a photo of the problem. The photo is not us doubting you. It lets us go back to the maker and stop it happening to the next dog. We will send a replacement or refund you in full, whichever you prefer, and we cover the postage either way.
How to start a return
- Email store@snouthub.com with your order number and what you would like to send back.
- We reply within one business day with a return address and instructions.
- Post the item back to us and keep your tracking number.
Please wait to hear from us before sending anything. Parcels that arrive unannounced are genuinely hard for a small shop to match to an order.
Refunds
Once your return reaches us and we have checked it over, we email you and refund your original payment method within 5 to 10 business days. Your bank or card issuer may take a few days more to show it.
Original shipping charges are not refunded unless the return is our error.
If more than 15 business days have passed since we approved your refund and you still cannot see it, email us and we will chase it down.
Exchanges
The fastest way to swap something is to return the original for a refund and place a new order for the item you want. That way you are not waiting on us twice.
Cancelling an order
We pack every order by hand, usually within one to three business days. If you email us before your order ships, we will cancel it and refund you in full. Once it has a tracking number it is on its way, and the return process above applies.
Lost or missing parcels
If tracking says delivered and the parcel is not with you, check with your household and your neighbours first, then email us. We will open a claim with the carrier and work it through with you.
Questions
Email store@snouthub.com. A real person reads it, usually within one business day.
A dog is a bestie. We would much rather fix a problem than keep your money.