Refund policy
Last updated: 22 October 2026
We want you to be happy with your order. This policy explains how returns, refunds and the legal guarantee work at Houndkeep. It does not limit your legal rights as a consumer.
Houndkeep is based in the Netherlands. You can find our legal name, address, Chamber of Commerce number, also called KvK number, and VAT number on our Contact information page.
30-day returns
You can return any item within 30 days after you receive it, for any reason. If your order arrives in several packages, the 30 days start when you receive the last package. This applies to every customer.
- You may unpack an item and check it, the way you would in a shop.
- You do not need the original packaging.
- You do not need our approval to return an item.
- You also have the legal right of withdrawal, explained below under "Your legal right of withdrawal". Our 30-day returns go further than this legal minimum. They do not replace it.
Which rules apply depends on the date of your email, not the date you send the item back. If your email reaches us within the legal withdrawal period, the withdrawal rules apply.
If an item has been handled more than needed to check its nature, characteristics and how it works, we may deduct the loss in value from your refund.
How to return an item
- Email us at contact@houndkeep.com within the 30-day return period. Tell us which items you are returning and, if you have it, your order number. You do not have to give a reason.
- Get the return address. We reply within 1 business day with the address to send the item to. This is only so you know where to send it. It is not an approval step.
- Send the item back. Please pack it securely, in the original packaging if you still have it.
- Keep your proof of sending. We recommend a tracked service. Keep the tracking number or receipt until you have received your refund.
Return shipping costs
- You pay the direct cost of sending an item back. This also applies when you use your legal right of withdrawal.
- If the item is defective, damaged or wrong, we pay the return shipping.
Refunds and timing
- We refund to the payment method you used for your order. You do not pay any fees for the refund.
- We refund the price of the items you return.
- We also refund the standard delivery cost you paid if you withdraw within the legal withdrawal period, explained below under "Your legal right of withdrawal", or if you return an item because it is defective, damaged or wrong.
- If a return brings your order below USD 75, we do not charge shipping afterwards.
- If you withdraw within the legal withdrawal period, we refund you without undue delay and at the latest within 14 days of the day we receive your notice. We may wait until we have received the item back, or until you have sent us proof that you sent it, whichever comes first.
- For returns after the legal withdrawal period, we refund you to your original payment method after we have received the item.
Your legal right of withdrawal: 14 days
As a consumer, you have the right to withdraw from your purchase within 14 days, without giving any reason.
- When the period ends. The withdrawal period ends 14 days after the day you, or a third party you name, other than the carrier, receive the goods. If you ordered several items in one order and they arrive separately, it ends 14 days after the day you receive the last item. If one item is delivered in several parts, it ends 14 days after you receive the last part.
- Before delivery. You can also withdraw before your order arrives.
- How to withdraw. Tell us with a clear statement, for example an email to contact@houndkeep.com. You can use the model withdrawal form below, but you do not have to.
- Deadline. It is enough to send your statement before the withdrawal period ends.
- Sending the goods back. Send the goods back without undue delay and at the latest within 14 days after the day you told us you are withdrawing. You meet this deadline if you send the goods before the 14 days have ended. Email us for the return address. We reply within 1 business day. If we have not yet sent you the return address, the 14 days to send the item back start only when we do.
- Costs. You pay the direct cost of returning the goods.
- Your refund. We refund all payments we received from you, including the standard delivery cost, without undue delay and at the latest within 14 days of the day we receive your notice. We use the same payment method you used, and you pay no fees. We may wait with the refund until we have received the goods back, or until you have sent us proof that you sent them, whichever comes first.
- Condition of the goods. You do not need the original packaging, the goods do not need to be unused, and you do not need our approval. You are only liable for any loss in value caused by handling the goods more than necessary to establish their nature, characteristics and functioning.
Model withdrawal form
You can copy this form into an email to contact@houndkeep.com. Our postal address is on our Contact information page.
Complete and return this form only if you wish to withdraw from the contract.
- To Houndkeep, contact@houndkeep.com
- I hereby give notice that I withdraw from my contract of sale of the following goods:
- Ordered on, or received on:
- Your name:
- Your address:
- Your signature, only if you send this form on paper:
- Date:
Legal guarantee for defects
Every product comes with the legal guarantee. Products must match their description and be fit for normal use. If a defect that was already there at delivery shows up, you are protected for at least 2 years after delivery. Depending on the law that applies to you and on what you may reasonably expect from the product, this can be longer.
- You are entitled to a free repair or replacement, within a reasonable time.
- If repair or replacement is not possible, is not done within a reasonable time, or the defect is so serious that this is justified, you can ask for a price reduction or, unless the defect is only minor, a full refund including the delivery cost.
- We pay the cost of returning a defective item. You are never left paying for this.
- The legal guarantee applies in addition to our 30-day returns and your right of withdrawal.
To use the legal guarantee, email us with your order number and a short description of the problem. If you can, add photos of the item and the packaging. Photos help us, but they are not required to use your rights.
Damaged or wrong items
If an item arrives damaged, defective or different from what you ordered, please email us as soon as you can and include your order number. If you can, add photos of the item and the packaging. Photos help us, but they are not required to use your rights. Reporting quickly helps us solve it fast. Reporting later does not take away your legal rights.
We will put it right at no cost to you. You can choose a replacement or the correct item, or a repair, unless that is impossible or unreasonable for us. If that does not work out, or not within a reasonable time, you can choose a price reduction or a full refund including the delivery cost. You can also use your right of withdrawal or our 30-day returns and get a refund.
Email us for the return address. We pay the return shipping. You are never left paying for this.
Exchanges
Exchanges are handled case by case. Email us and we will tell you what is possible. You can always use our 30-day returns for a refund instead.
Questions and complaints
For questions or complaints, email us at contact@houndkeep.com and include your order number.
Please contact us before opening a dispute with your bank or card provider, so we can try to solve it first. This does not affect your legal rights.