Refund Policy

30-Day Money-Back Guarantee:

We want you to feel confident trying Glowhound products. That’s why we offer a 30-day money-back guarantee on all first-time purchases.

If you’re not satisfied for any reason, you can return your item within 30 days of receiving it for a full refund. This guarantee is designed to let you try the product risk-free and see if it’s the right fit for you and your dog.

To qualify:

  • Items must be in new or like-new condition (e.g. lightly tested indoors).

  • Products must be returned with original packaging and accessories.

  • Items showing signs of heavy use, dirt, or damage may be rejected or subject to a cleaning/restocking fee.

  • The $5 return shipping fee still applies.

  • This guarantee excludes final sale items.

Return & Exchange Request Process:

  1. Please submit your return/exchange request to Support@glowhound.com

  2. Your request will be reviewed. All first-time exchanges are free. If you wish to return your order for a refund, a flat $5 return shipping fee will be deducted from your refund.

  3. After your request is approved, a shipping label will be sent to you.

  4. Drop your return/exchange at the corresponding carrier. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded.

  5. Refunds are processed to the original payment method.
    Items returned to us without first requesting a return will not be accepted.

Cancellations:

  • Orders can be canceled within 36 hours of placing your order if they have NOT been fulfilled.

  • Once an order has been marked as shipped or fulfilled, it cannot be canceled.

Returns & Exchanges:

  • Return/exchange requests must be made within 30 days of receiving your order (based on tracking information).

  • A $5 return shipping fee will be deducted from refunds.

  • Refunds/exchanges are processed once the products have been received, inspected, and approved.

  • Only one free exchange per order. If an already exchanged item needs to be returned or exchanged again, full return shipping costs will apply.

  • We do not refund original shipping fees or import duties/taxes.

Damaged or Incorrect Items:

  • If your item arrives damaged, defective, or incorrect, please contact us immediately so we can make it right.

  • To qualify for a refund due to damage or defects, the product must be returned within 20 days of receiving your order. The item must be returned in its original packaging.

Import Duties & Taxes:

  • We collect all import duties & taxes online at checkout—there will be no surprise fees at your door!

  • Please note: Import duties & taxes are non-refundable.

Refused Delivery / Return to Sender:

  • If a package is refused upon delivery, a 10% restocking fee and original shipping costs will be deducted from the refund.

  • If an order is returned to sender due to an incorrect address provided by the customer, the customer is responsible for all return shipping fees and any fees to reship the order.

  • If the customer chooses to cancel the order after it has been returned to sender, a 15% restocking fee and original shipping fees will be deducted from the refund.

For any questions regarding returns, exchanges, or cancellations, please contact us at Support@glowhound.com.