At POINTER & HOUND, we take great pride in the quality of our products and want you to love what you receive. However, we understand that issues may occasionally arise, and we’re committed to addressing them promptly. This policy outlines our approach to returns, exchanges, and refunds. By purchasing from POINTER & HOUND, you agree to the terms below.

Refund Policy:
Refunds are only provided for items that are assessed and confirmed to be faulty. In all other cases - including change of mind, incorrect sizing, or pre-order cancellations - we offer store credit or an exchange only.

Returns Guidelines:

• Returns must be initiated within 10 days of receiving your item(s). Requests beyond this timeframe may not be accepted.
• Returned items must be in original, unused condition, with tags attached and free from pet hair or stains.
• Please email us first at info@pointerandhound.com with your order number, reason for return, and preferred outcome (exchange or store credit).
• Once confirmed, we’ll ask you to send it to the PO Box address listed below, and ask that you provide us with a tracking number so we know when to expect your return.

If returned items appear used or not in resellable condition, we won’t be able to issue a credit or exchange.

Request a return HERE

📦 Returns Address for NZ & AUS orders:
PO BOX 37413
Halswell 8245
Christchurch, NZ

Customers are responsible for return shipping costs, and any postage costs required to send out exchanges.

Faulty Items:
If you believe your item is faulty, please contact us immediately with photos of the issue. We may request the product be returned for inspection. If confirmed faulty, we’ll offer either a refund, store credit, or replacement, depending on what’s most appropriate.

📧 Email: info@pointerandhound.com

Pre-Orders:
When you place a pre-order, that item is reserved specifically for you and included in our incoming stock allocation. This allows us to accurately determine what quantities and sizes to order. Please choose carefully, as: Cancellations or refunds are not available for pre-orders unless required under the Consumer Guarantees Act. Pre-order stock is limited - so we can’t guarantee your preferred size will still be available if you wish to exchange If you’re unsure about sizing, we’re happy to help prior to placing your order.

Sale Items:
All sale items are considered final sale. We do not accept returns, refunds, or exchanges on discounted items unless faulty - so please choose carefully.

Need Help?
We’re here to support you every step of the way. If you have any questions about sizing, shipping, or our returns process, don’t hesitate to get in touch. Your satisfaction means everything to us.

🐾 Thank you for choosing POINTER & HOUND.