Refund policy

We want you to be happy with your gear. Here is exactly how refunds, replacements and returns work at HOUNDFREQ.

Faulty, damaged or wrong item

If your order arrives faulty, damaged in transit, or isn't what you ordered, email support@houndfreq.shop within 14 days of delivery with your order number and photos. Most claims are sorted from the photos alone, and you usually won't need to send anything back. We'll arrange a repair, replacement or refund. The 14 days helps us resolve things quickly and does not limit your rights under Australian Consumer Law.

If your order doesn't arrive

If your order hasn't arrived 30 days after you ordered it, email us with your order number and we'll replace it or refund you, your choice. See our Shipping policy for delivery times.

Change of mind

We don't offer change of mind returns. We ship direct from our suppliers and don't run our own warehouse, so taking items back isn't something we can do well. Please check sizing and product details before you order, and email us first if you're unsure.

Cancelling an order

Email us as soon as you can with your order number. We can cancel or change an order only until we've placed it with our supplier, which is usually within 1 to 3 business days.

How refunds are paid

Refunds go back to your original payment method. Please allow up to 10 business days for the money to show in your account, depending on your bank or card provider.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy overrides those rights.