Refund policy

HarnessHub – Return & Refund Policy

At HarnessHub, we’re committed to delivering practical, high-quality harnesses, leashes, collars, pet toys, and everyday pet accessories designed to keep your pets safe, active, and happy. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

You contact us within this timeframe
The item is unused and in its original packaging
The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

Items that have been used, washed, or altered after delivery
Items returned without original packaging
Custom or made-to-order products
Final sale or discounted items
Products marked non-returnable at checkout
Items damaged due to misuse, improper handling, or excessive force
Items damaged due to chewing, scratching, biting, or rough pet play
Items damaged due to incorrect sizing, improper fitting, or unsafe use

📝 How to Request a Return

To start a return, please contact our support team with:

Your order number
A brief explanation of the issue
Clear photos of the product and packaging, where applicable

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information if needed.

2. Return Instructions

If your request is approved, we will provide:

Return address
Shipping instructions

📦 Return shipping costs are the customer’s responsibility unless:

The item is defective
The item arrived damaged
The wrong item was delivered

3. Refund Issuance

Once your return is received and approved:

Your refund will be issued to the original payment method
Processing time is typically 5–7 business days, depending on your payment provider

📌 Important Notes

All returns must be pre-approved
Items must be returned in original condition
Shipping fees are non-refundable unless the item is faulty
Returns showing signs of use, damage, pet hair, stains, or missing packaging may be rejected
Excessive or suspicious return requests may be declined

Return Address:

Address: FLAT 2304, 23/F HO KING, COMM
CENTRE, 2-16 FA YUEN STREET,
MONG KOK
HONG KONG


Return, Exchange, Cancellation and Refund Policy

Returns and Exchanges

You may request a return or exchange within 14 days of receiving your order.

To be eligible, the product must:

  • Be unused, unwashed, and in its original condition

  • Include all original packaging, labels, manuals, accessories, and complimentary items

  • Show no signs of misuse, damage, alteration, or excessive handling

  • Be accompanied by valid proof of purchase

Products that are custom-made, personalised, marked as final sale, or identified as non-returnable cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.

Order Processing and Cancellation

Orders are normally processed within 1 to 3 business days after they are placed.

You may request an order cancellation within 24 hours of placing the order, provided that the order has not yet been processed or shipped.

If you submit your cancellation request within the permitted 24-hour period and before the order is shipped, your order can be cancelled. Once an order has been processed or handed over to the shipping carrier, it cannot be cancelled. You may request a return after receiving it, subject to this policy.

Submitting a cancellation request does not automatically confirm cancellation. We will confirm whether the order was successfully cancelled.

How to Request a Return or Exchange

Before sending any product back, please contact us through our Contact Us page and provide:

  • Your full name

  • Your order number

  • The product you wish to return or exchange

  • The reason for the return or exchange

  • Clear photographs or videos of the product and packaging, especially if it is damaged, defective, or incorrect

Returns sent without prior approval may not be accepted.

Once your request is approved, we will provide the return address and shipping instructions.

Please place a note inside the return package containing:

  • Your order number

  • Your full name

  • The reason for the return

  • Whether you are requesting a refund or exchange

Please do not send products to the return address shown on the original shipping label unless instructed to do so.

Return Packaging Requirements

The product must be packed securely in its original packaging, including all protective materials, labels, accessories, manuals, and components.

The original product packaging should be placed inside a suitable outer shipping box or protective mailer. Do not attach shipping labels, tape, or markings directly to the product’s original packaging.

Customers are responsible for packaging returned products safely. We may reject a return or deduct an appropriate amount from the refund if the product is damaged during return shipping because it was not packaged correctly.

We recommend using a tracked shipping service and keeping the shipping receipt until the return has been completed.

Return Shipping Costs

The customer is responsible for return shipping costs when:

  • The customer changes their mind

  • The wrong size, colour, or variation was selected

  • The product is no longer wanted

  • The delivery was refused without a confirmed product issue

We will cover reasonable return shipping costs when:

  • The product arrived damaged

  • The product is defective

  • An incorrect product was delivered

  • The issue was caused by an error on our part

Original shipping charges are non-refundable unless the product was damaged, defective, incorrect, or the return resulted from our error.

Refund Method and Timeframe

Once the returned product is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5 to 7 business days. Depending on your bank, card provider, or payment service, the refunded amount should appear in your account within 10 business days after approval.

Refunds cannot normally be issued to a different card, bank account, or payment method.

If more than 10 business days have passed since your refund was approved, please contact your bank or payment provider first. If the refund is still not visible, contact us through our Contact Us page for assistance.

Exchanges

Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer an alternative product or issue a refund to the original payment method.

 

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

 

💬 Need Help?

We’re here to support you every step of the way.

If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your HarnessHub experience remains smooth, simple, and worry-free.