Hiro + Wolf Terms & Conditions
We offer to replace, exchange or refund items provided you have emailed us within 7 days of receiving the item to let us know & have returned the item(s) to us in *Saleable Condition* within 14 days of receiving the item. Please note that we cannot refund until we have received the item. The buyer is responsible for return postage costs unless the item is faulty**.
Please make sure you return your items to us via RECORDED DELIVERY so that we have proof of postage.
At Hiro + Wolf we manufacture most of our pet accessories to order, in house at our Columbia Road studio. We are proud of what we make & have extensively tested all of our designs. If you feel that our products have not met your expectations in any way, please let us know.
*Saleable Condition* means that the item is in the condition you bought it in, unused, unworn & without any marks i.e. deodorant, food, grease, make-up, etc. Also, please take care not to scent the item with perfume.
In the case of manufacturing defects:
Goods are considered faulty if they are damaged as new, or a fault becomes apparent during initial use. If your item has become damaged through regular wear or an accident, please see our repairs policy.
We must be notified by email & items must be returned to us within 14 days of buyer receiving so we can assess item to ensure they meet our policy criteria & qualify for refund, replacement or repair.
**Hiro + Wolf will cover all postage costs of faulty items & either repair defects (where suitable), replace or refund at our discretion.
REFUNDS & REPLACEMENTS
If you require a full refund or choose replacement items of a lesser value, Hiro + Wolf will issue a refund to the card which you used to place the original order. Hiro + Wolf will send you a confirmation email to let you know when the refund takes place. Please allow up to 30 days for refunds.
Subject to stock quantities some products may be unavailable; however, we shall contact you to offer alternatives or a time when the product will be available.
As we make most items to order, from time to time there may be a delay in manufacture. If this is the case, we will notify you immediately as to when we expect to complete the order & will only charge you once order is ready to be despatched.
You have the right to cancel your order within 7 days from when the order was placed. All items must be kept intact and in saleable condition. A full refund shall be reimbursed to the card with which you originally paid within 30 days of us receiving the returned items.