DELIVERY, RETURNS AND REFUND POLICY
Last updated: 8 September 2026
This policy explains how delivery, returns, exchanges and refunds work when you shop with HoundHope.store. It should be read together with our Terms and Conditions and Privacy Policy. Nothing here limits any right you have under the Consumer Protection Act 68 of 2008 or any other South African law.
1. Who We Are
HoundHope.store is operated by HoundHope (Pty), registration number 2026/514184/07, based at 1102 Nico Smith Street, Villieria, Pretoria, 0186. You can reach us at hello@houndhope.store or 0785117001, weekdays 08:00 to 16:00.
2. Delivery Areas
We currently deliver primarily within South Africa. If we make another destination available at checkout, delivery to that destination will be handled under the same principles set out in this policy unless we state otherwise at the time.
3. Delivery Costs
Delivery charges are calculated and shown at checkout before you confirm your order, so you’ll always know the cost before you pay.
4. Dispatch and Delivery Times
Once payment is confirmed, we normally prepare standard in-stock orders for dispatch within 2 to 5 business days.
After dispatch, courier delivery is generally expected to take:
- Major centres: approximately 2 to 5 business days
- Regional or outlying areas: approximately 5 to 10 business days
These are estimates, not guarantees. They can be affected by courier delays, public holidays, peak trading periods (like Black Friday or the festive season) or other circumstances outside our reasonable control. If we become aware of a significant delay with your order, we’ll let you know.
5. Pre-Order and Made-to-Order Items
Some products, including customised or handmade items, are made to order or offered on a pre-order basis. Where this applies:
- The estimated production or dispatch time will be shown on the product page, at checkout, or in your order confirmation
- Payment is usually collected when you place the order
- Estimated dates are our best projection, not a guarantee, since manufacturing or supplier timelines can shift
- We’ll tell you as soon as reasonably possible if there’s a material delay
Your statutory cancellation and refund rights still apply to pre-order and made-to-order items.
6. Order Tracking
Once your order has been dispatched, we’ll provide the relevant tracking details (where available) so you can follow its progress.
7. Product Availability
All products are subject to availability. Because some items are produced in limited quantities, certain sizes, colours or styles may sell out. Adding a product to your cart doesn’t reserve stock for you.
If we’re unable to fulfil your order after payment has already gone through, we’ll contact you and offer either a suitable alternative or a full refund.
8. Returns and Exchanges (Change of Mind)
For normal, non-personalised products, we offer a 14-day return window from the date you receive your order.
To qualify for a change-of-mind return:
- The item must be unused, unworn and in its original condition
- It must have all original tags, packaging and labels attached
- You must contact us at hello@houndhope.store to arrange the return before sending anything back
- Proof of purchase (order number or confirmation email) is required
Once we’ve received and inspected the returned item, we’ll confirm whether the return has been approved.
Customised, personalised or made-to-order products may not qualify for a change-of-mind return, since these are produced specifically for you. This doesn’t affect your rights in relation to defective or incorrectly supplied goods.
Return shipping costs for change-of-mind returns are the customer’s responsibility, unless we state otherwise for a specific promotion or item.
9. Defective, Damaged or Incorrectly Supplied Products
If you receive a product that’s defective, damaged in transit, or not what you ordered, please contact us within a reasonable time of receiving it, ideally within 7 days, with photos of the item and packaging where possible.
We’ll investigate and, depending on the situation, offer a repair, replacement or refund at no cost to you. These rights exist under the Consumer Protection Act and are not limited by our general 14-day change-of-mind window.
10. How to Start a Return
To start any return, whether change-of-mind or due to a fault:
- Email hello@houndhope.store or WhatsApp 0785117001 with your order number and reason for the return
- Wait for our confirmation and return instructions before sending the item back
- Package the item securely, including original packaging where possible
- Send it to the address we provide once your return is approved
Returns sent back without prior arrangement may experience delays in processing.
11. Refunds
Once we’ve received and approved a return, we’ll process your refund within a reasonable period, generally within 7 to 10 business days.
Refunds are made via the same payment method used for the original purchase, unless we agree on an alternative with you.
Where a product becomes unavailable after payment, or where a defective item can’t be repaired or replaced, you’ll be offered a full refund or a suitable alternative, as outlined above.
Delivery charges on the original order are only refunded where the return is due to our error, a defect, or an incorrectly supplied item, not for change-of-mind returns.
12. Cancellations
If you’d like to cancel an order, contact us as soon as possible. If the order hasn’t yet been dispatched, we’ll cancel it and refund you in full. If it has already been dispatched, the return process outlined above will apply instead.
13. Questions or Complaints
If anything about your delivery, return or refund isn’t clear, or you’d like to raise a complaint, reach out to:
Email: hello@houndhope.store
Telephone / WhatsApp: 0785117001
Operating hours: Weekdays 08:00 to 16:00
We’ll do our best to resolve things fairly and promptly.