Returns & Refund Policy
At YelloHound, we want every order to arrive as expected. This policy explains your cancellation and return rights, how refunds are handled, and what to do if there is a problem with your order.
Nothing in this policy affects any rights you may have under applicable consumer law.
1. Right to Cancel
If you are a consumer purchasing online, you may have a legal right to cancel your order without giving a reason.
For orders covered by UK consumer cancellation rules, you may notify us that you wish to cancel within 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.
If an order contains multiple goods delivered separately, the applicable cancellation period will be calculated in accordance with applicable law.
To exercise your right to cancel, contact us at:
info@YelloHound.com
Your communication must clearly state that you wish to cancel your purchase. Please include your order number and the email address used to place the order.
2. Cancelling Before Dispatch
If you wish to cancel or modify an order before it has been dispatched, contact us as soon as possible at info@YelloHound.com.
We will make reasonable efforts to accommodate your request. However, orders may enter processing shortly after being placed, so we cannot guarantee that a cancellation, address change or modification can be completed before dispatch.
This does not affect any statutory cancellation rights you may have.
3. Returning a Cancelled Order
After notifying us of a valid cancellation, you must return the goods without undue delay and, where UK cancellation rights apply, no later than 14 days after notifying us of your decision to cancel.
Before returning any product, please contact info@YelloHound.com for the correct return instructions and return address.
Do not return products to the address shown on the original shipping parcel unless we expressly instruct you to do so.
The return location may differ from the original dispatch location.
Unless the product is faulty, incorrect or otherwise non-conforming and applicable law requires us to bear the cost, the direct cost of returning the goods is your responsibility.
We strongly recommend using a tracked return service and retaining proof of postage until the return and any applicable refund have been completed.
4. Condition of Returned Goods
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
You are responsible for any reduction in value resulting from handling beyond what would reasonably be permitted when examining the goods in a physical shop.
Where permitted by law, we may reduce a refund to reflect any loss in value caused by excessive handling, use, damage, contamination, missing components or other treatment beyond what was reasonably necessary to inspect the product.
Where reasonably possible, products should be returned with their accessories, components, instructions and original packaging.
The absence of original packaging does not automatically remove statutory rights. However, any resulting reduction in value may be taken into account where permitted by law.
5. Refunds Following Cancellation
Where you validly exercise a statutory right to cancel, we will refund the payments that applicable law requires us to refund.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you provide satisfactory evidence that you have sent them back, whichever occurs first.
Refunds will normally be issued to the original payment method.
If you selected a delivery option that costs more than our least expensive standard delivery option, any additional delivery charge is not required to be refunded to the extent permitted by applicable law.
Processing times imposed by banks, card issuers, PayPal or other payment providers after we issue a refund are outside our direct control.
6. Faulty, Damaged, Incorrect or Non-Conforming Goods
Your statutory rights concerning goods that are faulty, damaged, not as described or otherwise fail to conform to the contract are separate from the cancellation rights described above.
If you believe there is a problem with your order, contact us at info@YelloHound.com as soon as reasonably possible.
Please provide:
- your order number;
- a clear description of the problem; and
- where reasonably necessary to assess the issue, photographs, video or other relevant information.
A request for reasonable evidence is intended to allow us to investigate the issue and does not remove or restrict statutory rights.
Where goods fail to conform to the contract, any applicable repair, replacement, refund, price reduction or other remedy will be provided in accordance with applicable consumer law.
Where applicable law requires us to bear reasonable return costs for non-conforming goods, we will do so.
7. Damage Caused After Delivery
We are not responsible for defects or damage caused after delivery by misuse, accidents, improper storage, failure to follow instructions, unauthorised modifications, abnormal use or ordinary wear and tear, except where applicable law provides otherwise.
A product is not considered defective merely because it has subsequently been damaged through misuse or improper handling.
8. Incorrect or Incomplete Delivery Information
Customers are responsible for checking that all delivery information provided at checkout is complete and accurate.
If you notice an error, contact info@YelloHound.com immediately.
We cannot guarantee that delivery details can be changed after an order has entered processing or has been dispatched.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, refused delivery, failed to collect the parcel or otherwise prevented successful delivery, reasonable additional shipping, return-to-sender or re-delivery costs may be charged or deducted from any applicable refund where permitted by law.
This does not apply where the delivery failure was caused by YelloHound or where applicable law provides otherwise.
9. Refused and Uncollected Parcels
Refusing a parcel or failing to collect it does not necessarily constitute valid notice that you wish to cancel the contract.
If you wish to exercise a cancellation right, please contact us directly at info@YelloHound.com.
Where a parcel is returned because it was refused or not collected, we will process the matter in accordance with applicable consumer law once the parcel has been returned and identified.
Reasonable costs resulting from a customer-caused failed delivery may be recoverable where permitted by law.
10. Lost or Delayed Parcels
If tracking indicates that your parcel has not arrived within the expected timeframe, please contact info@YelloHound.com.
We may investigate the shipment with the relevant carrier before determining the appropriate remedy.
A delay does not necessarily mean that a parcel has been lost.
Nothing in this section limits any legal remedy available to you where goods are not delivered.
11. Orders Marked as Delivered
If tracking shows that an order has been delivered but you cannot locate it, please check the delivery location, household members, neighbours, safe places and any information provided by the carrier.
If the parcel still cannot be located, contact us promptly.
We may request information reasonably necessary to investigate the delivery with the carrier.
Each claim will be assessed using the available evidence. A carrier delivery scan alone will not remove any rights that cannot legally be excluded.
12. Payment Disputes and Chargebacks
If there is a problem with your order, we encourage you to contact info@YelloHound.com first so that we have an opportunity to investigate and resolve the matter.
Where a payment dispute or chargeback is opened, YelloHound may provide the relevant payment provider, card issuer, bank or other authorised party with information reasonably necessary to respond to the dispute.
This may include order information, tracking and delivery evidence, transaction records and relevant customer communications.
Fraudulent or knowingly false refund or chargeback claims may be contested using the available evidence.
Nothing in this section restricts your lawful right to contact your payment provider or card issuer.
13. Fraud and Abuse
We reserve the right to investigate suspected fraudulent or abusive refund and return activity.
This may include, for example, deliberately altered evidence, returning a different product, intentionally damaging goods, repeated false non-delivery claims or attempting to obtain multiple reimbursements for the same transaction.
Claims that are not legally valid may be refused where available evidence reasonably demonstrates fraud or abuse.
Nothing in this section limits genuine statutory consumer rights.
14. Contact
For cancellations, returns, refunds or problems with an order:
YelloHound
Email: info@YelloHound.com