Please read our delivery terms and conditions for Hooner products manufacturing times.
If you are ordering custom made items, (All Hooner equipment) please allow up to 40 days on average for delivery of these items., we do however try to get all items out within 15 days where possible. Please note, during busy periods ( lead up to Christmas, race season etc) turnaround may be much higher than our standard turnaround indicated above (up to 60 days. What happens when I place my order? Once your order has been placed online, you will receive PayPal confirmation but not an email direct from us , your order will show on your account as complete, this means that payment is complete and this status will show until your order has been shipped at which time the order status on your account will show shipped and you will receive an email with tracking information. Once your order has been placed you have 4 days to cancel. As they are all custom items no refund will be given after this as your order will be in production.
Returns and Exchange Information
We hope that you are happy with your purchase(s), but at the same time, we also understand that sometimes things aren’t quite the right size, shape, colour etc. We want our products to fit properly. If you need to return or exchange the product to us for any reason, we offer a NO-FUSS returns policy- see below for what is excluded.
Simply return the item(s) to us within 10 days, unused (and dog hair free!) in its original condition with all original packaging intact along with your packing slip. When we receive it back, we will arrange either an exchange or refund (please note that we do not refund the p&p charge for returning the item).
Please note in order for us to accept a return the item must be in as new resale-able condition and in all original undamaged packaging. We can not accept used or dirty items.
You will need to fill in a returns form on the website before returning items, if you don't we will not be able to accept your return.
We would always recommend that you return the item via registered mail as we cannot take responsibility for returned items lost in transit.
What products are excluded from your refund policy?
Custom Items: As custom items are made for specific dogs on our customers specification, unfortunately any custom harnesses and other custom items cannot be returned or exchanged, so please be sure of your measurements before ordering.
Dog Treats, Food or Supplements: For reasons of health and hygiene, we are unable to exchange or refund these item unless the original packaging is unopened, unless faulty.
Sale Items: Unfortunately we are unable to accept returns on any items purchased in our sale unless they are faulty. Sale items are normally end of lines or discontinued lines, which is why they are such bargains! We are happy to exchange for any other products.
We reserve the right to refuse an exchange or refund if goods are not returned in a resale-able condition or are damaged or dirty.
How do you process my refund?
All refunds are made via our secure on-line payment system. We don’t see or hold any of your payment details and the payment will go back onto the same card or PayPal account that you used to make the original payment. We may need to contact you once the item has been returned if you made payment via telephone. Once your refund has been processed by us, it may take your card provider 3 to 5 days working days to credit your account.
Damaged items on delivery
If items are received damaged, please let us know as soon as possible, and contact us via email before returning them to us. Please keep the packaging as this may be needed in order to claim from the postal or courier service. We will refund in full any goods that are received damaged, providing you keep the item and all of the packaging the item was sent in for us to review. We will also refund any return costs incurred as the result of receiving an item damaged in transit