Refund policy

Last updated: October 21, 2025

Please read this Return and Refund Policy carefully before making a purchase from Hounduras. This policy forms part of our Terms and Conditions and governs all returns, exchanges, and refunds for products purchased through our Website or other Service channels. By placing an Order, you agree to be bound by this policy.

Hounduras sells pet calming products, such as pheromone diffusers, designed to help alleviate stress and anxiety in pets. However, results may vary based on individual pet conditions, breed, environment, and other factors. Lack of effectiveness or failure to achieve desired results does not constitute a defect or damage under this policy, as our products do not guarantee success for every pet.

1. General Policy

All sales are final. Except as expressly provided in this policy or as required by applicable law, we do not accept returns, exchanges, or refunds for any reason, including change of mind, buyer's remorse, or dissatisfaction with the product's performance. This no-return policy helps us maintain competitive pricing and efficient operations while protecting our business interests.

Notwithstanding the foregoing, nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws that cannot be waived or restricted by agreement. Where mandatory laws in your jurisdiction provide greater rights (such as cooling-off periods or rights of withdrawal), those rights will apply and supersede any conflicting provisions in this policy.

2. Exceptions for Defects and Damages

We stand behind the quality of our products. Returns, exchanges, or refunds are available only in the following limited circumstances:

2.1 Defective or Damaged Products

If a product arrives damaged during shipping or is defective (i.e., does not function as described due to a manufacturing fault), we will provide a full remedy at our discretion, which may include:

  • A full refund of the purchase price (including original shipping costs);
  • A replacement product of equal value; or
  • Store credit for future purchases.

To qualify:

  • You must notify us of the defect or damage within 30 days of receiving the product (or within any longer period required by applicable law).
  • You must provide proof of purchase (e.g., order confirmation) and evidence of the defect or damage (e.g., clear photographs or videos).
  • The product must not have been misused, altered, or damaged by you or your pet after delivery.
  • For hygiene and safety reasons, products that have been opened or used may only be eligible for a remedy if the defect was present upon delivery and could not have been caused by use.

Lack of calming effect on your pet, allergic reactions, or incompatibility with your pet's needs does not qualify as a defect, as individual results vary and are not guaranteed.

2.2 Incorrect Items

If you receive an incorrect item (e.g., wrong product or quantity), notify us within 14 days of receipt. We will arrange for a replacement or refund, including return shipping costs.

3. Mandatory Rights in Certain Jurisdictions

We comply with consumer protection laws worldwide. In jurisdictions where returns or refunds are mandatory beyond what is stated above, those rights apply. Examples include:

3.1 European Union (EU), European Economic Area (EEA), and United Kingdom (UK) Consumers

If you are a consumer residing in the EU, EEA, or UK, you have a legal right of withdrawal under applicable distance selling regulations (e.g., the EU Consumer Rights Directive or UK Consumer Contracts Regulations). You may cancel your purchase and return the product for any reason within 14 days from the day after you receive it (the "Cooling-Off Period").

  • To exercise this right, notify us in writing (e.g., via email to support@hounduras.com) before the end of the Cooling-Off Period.
  • You must return the product within 14 days of notifying us, in its original, unused condition and packaging.
  • We will refund the full purchase price (including standard shipping costs) within 14 days of receiving the returned product or proof of shipment, using the same payment method as your original purchase.
  • You are responsible for return shipping costs unless the product is defective or incorrect.
  • This right does not apply to personalized or custom-made products, or products that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery (e.g., opened pheromone diffusers).

For more details on your rights, consult local consumer protection authorities or resources such as the European Consumer Centre.

3.2 Australia and New Zealand Consumers

Under Australian Consumer Law (ACL) and New Zealand Consumer Guarantees Act, you are entitled to remedies for products that are faulty, not fit for purpose, or do not match the description. These rights cannot be excluded. Change-of-mind returns are not required by law but are not offered under our general policy. If a major failure occurs, you may choose a refund, replacement, or repair. For minor issues, we may choose the remedy.

3.3 Canada Consumers

Provincial consumer protection laws (e.g., in Ontario or Quebec) require remedies for defective products. No mandatory cooling-off period applies for online purchases unless specified by provincial law. We will comply with any applicable requirements.

3.4 United States Consumers

In the US, there is no federal requirement for returns or refunds, so our general no-return policy applies except for defects as outlined above. Some states may provide additional rights (e.g., implied warranties), which we will honor to the extent required by law.

3.5 Other Jurisdictions

If you reside outside the above regions, local laws may provide similar protections. Contact us if you believe additional rights apply, and we will assess your claim in accordance with applicable law.

4. Return Process

To initiate a return:

  1. Contact us at support@hounduras.com or via our contact page with your order number, description of the issue, and supporting evidence.
  2. We will review your request within 5 business days and provide return instructions if approved.
  3. Ship the product back to us at the address provided, using a trackable method. We recommend insuring the package.
  4. Once received and inspected (typically within 7-10 business days), we will process your remedy.

Failure to follow this process may result in denial of your request.

5. Refunds

  • Refunds will be issued to your original payment method.
  • Processing times vary by payment provider (e.g., 5-10 business days for credit cards).
  • We do not refund original shipping costs except for defects, damages, or incorrect items.
  • For international orders, any customs duties, taxes, or fees are non-refundable.
  • If a refund is issued as store credit, it expires after 12 months and is non-transferable.

6. Shipping and Risk of Loss

  • You bear the risk of loss during return shipping unless we provide a prepaid label (e.g., for defects).
  • We are not responsible for lost or damaged returns unless caused by our negligence.
  • For international returns, you are responsible for compliance with customs regulations.

7. Limitations and Disclaimers

To the maximum extent permitted by law, we disclaim all warranties beyond those expressly stated, including implied warranties of merchantability or fitness for a particular purpose. Our liability for any claim under this policy is limited to the purchase price of the product.

8. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on our Website with the updated date. Continued use of our Service after changes constitutes acceptance.

9. Contact Us

If you have questions about this policy, contact us:

This policy is governed by the laws of the State of Delaware, USA, subject to any mandatory local laws as described above.