Privacy policy

GHOST AND HOUND LIMITED – RETURNS & REFUNDS POLICY

By shopping with Ghost and Hound Limited, you accept the conditions and processing timelines detailed in our returns framework below.

1. Product Categories & Return Eligibility

  • Perishable Products (Raw, Fresh & Frozen): Due to strict food safety, hygiene regulations, and cold-chain integrity, we cannot accept returns, exchanges, or refunds on any frozen, raw, or fresh items. All perishable sales are final.
  • Non-Perishable Products (Dry Goods): Standard dry inventory—such as sealed kibble bags, treats, toys, and grooming gear—can be returned, provided the items remain completely unopened, unused, and in their original packaging.

2. Returning Dry Goods

  • Initial Notification: You must report your intent to return a dry item to hello@ghostandhound.co.uk within 24 hours of receiving or collecting your parcel.
  • Return Window: The physical items must arrive back at our depot within 7 days of the initial delivery date.
  • Logistics Costs: The customer is fully responsible for organizing and funding return shipping.
  • Return Depot Address:
    • Ghost and Hound Limited
    • The Kennel, Unit 4, Quarry Hall Farm, Newport Pagnell, Milton Keynes, MK16 8LF.

3. Order Cancellations

  • Cancellation Deadline: To cancel an order before fulfilment, please email hello@ghostandhound.co.uk before 12:00 PM (Noon) on your designated dispatch day.
  • Late Requests: Cancellation requests submitted after the midday cutoff cannot be processed, as the items will have already entered the courier network.

4. Flawed or Damaged Consignments

  • Inspection Policy: Please check your items carefully upon receipt. If a product arrives damaged or possesses a manufacturing fault, contact hello@ghostandhound.co.uk within 24 hours.
  • Evidence Collection: Your message must include your order number alongside clear photographs showing the item flaw and the condition of the external shipping box.
  • Resolution Path: Confirmed transit damage or product faults will be corrected swiftly with a complimentary replacement or a full refund for the impacted items.

5. Financial Processing Windows

  • Inspection Phase: Returns undergo quality checks at our facility. Approved claims are processed within 10 days of arrival.
  • Bank Clearance: After we issue a refund through our system, it typically takes 3 to 10 business days for your banking institution to credit the funds back to your payment method.

6. Get in Touch

For assistance regarding active tracking, order edits, or return requests, please contact our support team:

 

Delivery & Click + Collect Information

Welcome to Ghost and Hound Limited. We offer convenient options to get your premium pet food and accessories, including local home delivery, rapid national courier shipping, and free click-and-collect from our facility.

🚗 Local MK Delivery

We run independent local delivery routes twice a week for our local community.

  • Eligible Postcodes: MK1 to MK19, MK43, and MK46.
  • Minimum Spend: Only available on orders of £30 or more.
  • Delivery Fee: A flat rate of £5 per delivery.
  • Delivery Days: Tuesdays and Thursdays.

📦 Order Cut-Off Times for Local Routes:

  • For Tuesday Delivery: Please place your order by Monday at 5:00 PM.
  • For Thursday Delivery: Please place your order by Wednesday at 5:00 PM.

🏬 Free Click & Collect (Newport Pagnell)

Save on shipping by collecting your items directly from our depot.

  • Collection Windows: Monday to Friday, 12:00 PM to 3:00 PM by appointment only.
  • Speed: Orders are usually ready for collection on the same working day.
  • How to Book:
    1. Please leave a contact number in the notes section on the checkout page.
    2. Wait for our "Ready for Collection" notification via email/text.
    3. Reply to that email/text or contact us at hello@ghostandhound.co.uk to agree your specific time slot before traveling.

⚠️ Important Frozen Stock Rule: Because we have limited freezer space to store orders and bring in new stock, frozen collections must be picked up within 2 working days of your order date. Delayed collections may incur storage charges.

🇬🇧 Nationwide Courier Shipping

We ship dry goods and raw food across mainland UK using Royal Mail and DPD. Rates are calculated dynamically at checkout based on the total weight of your parcel.

  • Dispatch Days: We dispatch national courier orders Monday through Thursday only.
  • Weekend Policy: Our facility is closed on Fridays, Saturdays, and Sundays. Orders placed over the weekend will be dispatched on Monday.
  • Bank Holidays: If a dispatch day falls on a UK public holiday, your parcel will be sent on the following Tuesday.

🥩 Essential Rules for Frozen & Raw Shipping:

  • 10kg Minimum: To ensure that raw food stays completely frozen during transit, nationwide frozen orders must weigh at least 10kg. Any frozen orders under 10kg will be automatically cancelled and refunded.
  • 99kg Maximum: Online checkout caps orders at 99kg. For larger bulk orders, please contact us before buying.
  • Packaging: We protect your items using high-grade insulation liners and safely double-box your items. Our couriers do not use refrigerated vans, so minor surface thawing can occur. If items arrive cold to the touch, they are perfectly safe to refreeze immediately.

☀️ Extreme Hot Weather Policy

During periods of forecasted extreme summer heat, courier vehicles can get very warm. We strongly advise our nationwide customers to delay raw food orders unless they are strictly necessary.

If you choose to proceed with an urgent frozen order during a heatwave, please note:

  • We will pack your order with extra ice packs and insulation.
  • We cannot guarantee items will arrive fully frozen.
  • We cannot accept liability or offer refunds for raw products that fully defrost or spoil due to extreme transit heat.
  • We monitor weather warnings daily and reserve the right to temporarily pause dispatches until temperatures drop to a safe level.

Need Help With an Order?

If you have any questions regarding your delivery tracking, an upcoming route, or arranging a collection appointment, please reach out to our team at hello@ghostandhound.co.uk.