Refund policy

Returns and refunds

You have the right to cancel your online order within 14 days of receiving it, without giving a reason. To cancel, email hello@roamandhound.co.uk with your order number and a clear statement that you wish to cancel.

After notifying us, you have a further 14 days to return the goods. Returns must be sent to: Roam & Hound, 19 Saint David's Road, Newbury, RG14 5PS, United Kingdom. Please obtain proof of postage.

Items may be inspected as they would be in a shop. We may reduce a refund if handling has reduced the item's value. For hygiene reasons, sealed pet-care items cannot be returned once their hygiene seal has been broken, unless they are faulty. Personalised items cannot be returned unless faulty.

Customers pay return postage for change-of-mind returns. We pay reasonable return costs where an item is faulty, damaged or incorrect.

We will refund the product price and the cost of our standard delivery option within 14 days of receiving the returned goods, or evidence that they have been sent back. Extra delivery costs for premium services are not refundable. Refunds are made to the original payment method.

Faulty or misdescribed goods

Your statutory rights under UK consumer law are not affected. Contact us promptly at hello@roamandhound.co.uk if an item is faulty, damaged or not as described, including photographs where helpful.

Order changes and cancellations

Contact us as soon as possible. If an order has already been dispatched, the returns process above will apply.