Refund & Returns Policy

Last updated: 1 September 2026

Richmond Hound is operated by Waleed Asghar, sole trader, trading as Richmond Hound, 43 Edwin Road, Twickenham, TW2 6SP, United Kingdom. Email: waleedsaroya07@gmail.com.

Your right to cancel

If you are a UK consumer buying online, you normally have the right to cancel your order without giving a reason. You must tell us that you wish to cancel within 14 days after the day you receive the goods. After notifying us, you have a further 14 days to return the goods.

To start a return or cancellation, email us with your name, order number and the item(s) concerned. Returns should be sent to: Richmond Hound, 43 Edwin Road, Twickenham, TW2 6SP, United Kingdom.

Condition of returned goods

You may inspect and handle goods in the same way you reasonably would in a shop. Where reasonably possible, return items clean, with their original packaging, tags and accessories. We may make a reasonable deduction from a refund where the value of goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and function.

Return postage

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless we have agreed otherwise. We recommend using a tracked service and keeping proof of postage. If goods are faulty, damaged, misdescribed or otherwise do not conform to your legal rights, reasonable return costs will be handled as required by law.

Refunds

Where you validly cancel the whole order, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option originally available for that order. If you chose a more expensive delivery service, we are not required to refund the additional amount above the standard delivery cost.

Refunds will normally be made to the original payment method. Where goods are being returned, we may wait until we receive them back or receive evidence that they have been sent back, whichever occurs first. We will issue the refund within the period required by applicable consumer law.

Personalised and custom-made goods

Some Richmond Hound products may be personalised, engraved, embossed or otherwise made specifically to your instructions. Where a product is genuinely made to your specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply. Please check names, initials, sizing, colours and other customisation details carefully before ordering.

This exception does not affect your rights where personalised or custom-made goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

Faulty, damaged or misdescribed goods

Your statutory rights are not affected by this policy. Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and timing, your legal remedies may include rejection and refund, repair or replacement, or a price reduction. The statutory short-term right to reject faulty goods will normally apply for 30 days from delivery.

Exchanges

Where we offer an exchange, availability cannot be guaranteed. In some cases the simplest process may be to refund the original item and ask you to place a new order.

Model cancellation notice

You may use the following wording if you wish:

To Richmond Hound, 43 Edwin Road, Twickenham, TW2 6SP, United Kingdom / waleedsaroya07@gmail.com: I hereby give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].

Nothing in this policy limits or excludes rights that cannot legally be excluded.