Returns & Refunds Policy

We want you to feel confident when shopping with Long Dog Haus. This policy explains how returns, refunds and exchanges work for our dachshund-themed gifts, souvenirs, homewares and accessories.

Return window

For change-of-mind returns, please contact us within 30 days of receiving your order.

Return eligibility

To be eligible for a change-of-mind return, the item should be unused, clean, in its original condition and in its original packaging where possible. You will need to provide your order number or proof of purchase.

Items that may not be returnable for change of mind

Some items may not be suitable for change-of-mind returns, including:

Personalised or custom-made products
Used items or items showing signs of wear
Items that are no longer in saleable condition
Items with removed, damaged or missing packaging where the packaging forms part of the product
Hygiene-sensitive items, where applicable
Gift cards or digital products, if offered
Final sale or clearance items, unless they are faulty or otherwise required by law

How to start a return

To request a return, contact us at admin@longdoghaus.shop or through our contact page. Please include:

Your order number
The item or items you want to return
The reason for the return
Clear photos if the item arrived damaged, faulty or incorrect

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with your order number and clear photos of the item and packaging. We will review the issue and help with the next steps, which may include a replacement, refund or other remedy where appropriate.

Refunds

Once your return is received and inspected, we will let you know whether the refund has been approved. If approved, the refund will be processed to your original payment method. Please allow around 7 to 10 business days for processing after approval. Your bank or payment provider may take additional time to make the funds available.

Exchanges

Exchanges depend on product availability. If an item is faulty, damaged or incorrect, we may offer a replacement where available. For change-of-mind requests, a return and new order may be easier than a direct exchange.

Return shipping

For change-of-mind returns, customers are generally responsible for return shipping costs. Original shipping costs may not be refundable for change-of-mind returns.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has started processing or has been sent to a supplier for fulfilment. If the order has already shipped, the return process may apply.