Refunds, returns & exchanges policy
Last updated: August 2026
We hope you are happy with anything you purchase from Hope For Podencos. This policy explains what to do if you change your mind, something goes wrong with your order, or you need to request a refund.
This policy applies to purchases made directly from Hope For Podencos through our website and should be read alongside our Terms & Conditions.
Nothing in this policy affects your statutory consumer rights.
Physical goods – changing your mind
If you purchase physical goods from us online, you will normally have the right to change your mind and cancel your order.
You must tell us that you wish to cancel within 14 days after the day you receive your order.
You do not need to give us a reason.
To cancel, email hopeforpodencos@gmail.com and include:
your name;
your order number; and
the item or items you wish to return.
Once you have told us that you wish to cancel, you have a further 14 days to send the goods back to us.
If an order contains multiple items delivered separately, the cancellation period will normally run from the day after you receive the final item.
Returning an item
Unless the item is faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the cost of returning it to us.
Please return goods to:
Hope For Podencos
31 Dewhurst Road
Waltham Cross
Hertfordshire
EN8 9PG
United Kingdom
We strongly recommend using a tracked postal service and retaining proof of postage until your return has been completed.
If you are returning an item from outside the UK, please complete any customs documentation accurately and identify the parcel as returned goods where appropriate.
Condition of returned goods
You are entitled to inspect and handle an item in the same way that you reasonably could if you were viewing it in a shop.
Where possible, please return items clean and with their original packaging and labels.
Original packaging is helpful but is not an absolute condition of your statutory right to cancel.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and its value has been reduced as a result, we may make an appropriate deduction from the refund where the law allows us to do so.
This does not affect your rights where an item is faulty, damaged or not as described.
Refunds for change-of-mind returns
Where you validly cancel an eligible online purchase, we will refund:
the price you paid for the returned goods; and
where applicable, the cost of our standard delivery option.
If you chose a more expensive or premium delivery service, we are not required to refund the additional amount above our standard delivery cost.
You remain responsible for the cost of returning change-of-mind items to us.
We will make the refund without undue delay and normally within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first, where applicable.
Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed.
Free-delivery orders
Where your original order qualified for free delivery, we will not retrospectively charge you our standard outward delivery cost simply because returning part of the order reduces the value of the goods you have kept below the original free-delivery threshold.
This does not affect your responsibility for the cost of sending a change-of-mind return back to us.
Exchanges
If you would prefer to exchange an item rather than receive a refund, please contact us at hopeforpodencos@gmail.com.
Exchanges are subject to stock availability.
For UK customers, we currently resend an exchanged item without an additional delivery charge.
For international customers, an additional contribution towards the cost of sending the replacement item may apply. We will let you know the applicable charge before sending the replacement.
An exchange is an additional service we offer and does not replace your statutory rights, including your right to request a refund where those rights apply.
Sale items
Items purchased in a sale have the same statutory consumer rights as items purchased at full price.
If an eligible sale item was purchased online, your normal cancellation rights still apply.
If a sale item is faulty, damaged, not as described or otherwise does not meet the requirements of consumer law, your statutory rights are not affected by the fact that the item was discounted.
Faulty, damaged or incorrect goods
Please contact us as soon as possible if:
your item arrives damaged;
you receive the wrong item;
an item is faulty; or
an item is not as described.
Email hopeforpodencos@gmail.com with your order number and details of the problem. Photographs can be helpful where an item has arrived damaged or there is a visible fault.
Where goods do not meet the standards required by consumer law, you may be entitled to a refund, repair or replacement depending on the circumstances and how long you have had the goods.
Where we require faulty, damaged or incorrectly supplied goods to be returned, we will cover reasonable return costs where required by law.
Your rights relating to faulty goods are separate from the change-of-mind rights described above.
Digital products
Different cancellation rules apply to digital products such as downloadable files or other digital content.
Where you purchase digital content for immediate access, we may ask you to:
expressly agree that we can begin supplying the digital content immediately; and
acknowledge that once supply begins, you will lose your statutory 14-day right to change your mind.
Where you have given that consent and acknowledgement and access to the digital content has begun, we will not normally provide a change-of-mind refund.
If supply has not yet begun, or your statutory cancellation right has not otherwise ended, please contact us as soon as possible if you wish to cancel.
Your statutory rights are not affected if digital content is faulty, not as described or does not meet the requirements of consumer law.
If you experience a problem accessing a digital product you have purchased, please contact hopeforpodencos@gmail.com so that we can investigate.
Event tickets
Tickets for events taking place on a specific date or during a specific period do not normally have the standard 14-day cooling-off right that applies to many other online purchases.
Unless the event information states otherwise, event tickets are therefore not refundable simply because you change your mind or can no longer attend.
If Hope For Podencos cancels an event
If we cancel an event and do not provide a replacement or rescheduled event, we will refund the ticket price paid.
If an event is postponed or materially changed
If an event is postponed, rescheduled or materially changed, we will contact ticket holders and explain the options available, including any applicable refund arrangements.
Any additional cancellation, refund or ticket-transfer arrangements offered for a particular event will be stated on the relevant event page or ticket information.
This section does not affect any statutory rights that apply.
Donations and sponsorships
Charitable donations and sponsorship payments are not purchases of goods and the change-of-mind returns provisions in this policy do not apply to them.
If you believe that:
you made a donation accidentally;
you entered the wrong amount;
a payment was duplicated; or
a payment was made without your authority,
please contact hopeforpodencos@gmail.com as soon as possible.
We will review the circumstances and deal with the request in accordance with our legal responsibilities as a charity.
Recurring sponsorships can be cancelled for future payments by contacting us. Cancelling a sponsorship does not normally result in a refund of donations that have already been made.
Further information about donations and sponsorships is set out in our Terms & Conditions.
Raffle tickets
Raffle and lottery entries are governed by the specific Raffle Terms & Conditions applicable to that draw.
The merchandise cancellation and returns provisions in this policy do not apply to raffle tickets.
Please check the applicable Raffle Terms & Conditions before entering.
Customers outside the UK
We sell to customers internationally.
This policy explains the rights and processes we apply to purchases through Hope For Podencos. Depending on where you live, mandatory consumer laws in your country may give you additional rights.
Nothing in this policy is intended to remove any consumer rights that cannot lawfully be excluded.
Contact us
If you have questions about a return, exchange or refund, please contact:
Hope For Podencos UK
Registered charity number 1212896
Email: hopeforpodencos@gmail.com
Phone: +44 (0)7418 608816
Returns address:
31 Dewhurst Road
Waltham Cross
Hertfordshire
EN8 9PG
United Kingdom