Refund policy

Return & Refund Policy

Last updated: August 21, 2025

At Laurel & Hound, every item is produced made-to-order. We aim for quiet, durable pieces—if something isn’t right, we’ll make it right.

What’s returnable

  • Defective, damaged, or incorrect items: We’ll replace or refund.

  • Non-personalized items (unused, unwashed, in original condition): You may return within 30 days of delivery. Return shipping is the customer’s responsibility.

What isn’t returnable

  • Personalized items (custom text, names, dates): Final sale except for manufacturing defects or damage in transit.

  • Items returned used, washed, stained, or with odors/hair.

  • Gift cards and discounted “final sale” items.

Report an issue (7-day window)

Please inspect your order on arrival. For defects, damage, or wrong item, email orders@laurelandhound.com within 7 days of delivery with:

  • Order number

  • A brief description of the issue

  • Clear photos of the item and packaging (include the packing slip if available)

We’ll respond within 1 business day with next steps.

How to start a return

  1. Email orders@laurelandhound.com with your order number and reason.

  2. If approved, we’ll provide a Return Authorization (RMA) and return address.

  3. Pack securely; include the RMA in the parcel.

  4. Keep your return tracking—we cannot process returns without proof of shipment.

Unauthorized returns or returns sent without an RMA may be refused.

Refunds

  • Once your return is received and inspected, we’ll email you about approval.

  • Approved refunds are issued to your original payment method within 3–10 business days (your bank/PayPal controls posting times).

  • Original shipping charges are non-refundable unless we made an error.

Replacements / exchanges

For defects or our errors, we’ll remake and reship at no cost.
For size/color changes on eligible non-personalized items, the fastest method is to return for a refund and place a new order.

Order changes & cancellations

Because items are made-to-order, changes or cancellations are only possible within 2 hours of placing the order. After production begins, we can’t modify or cancel.

Address issues & lost packages

  • If you entered the wrong address, contact us within 2 hours of ordering.

  • Packages marked Delivered: please allow 48 hours, check with neighbors/building, then contact the carrier. We’ll assist where we can.

  • If a package is lost in transit, we’ll work with the carrier and arrange a replacement once the loss is confirmed.

Color & print variation

Minor variations in color/brightness and print placement can occur due to screen differences and the print process. These are normal for print-on-demand and not considered defects, but we’re happy to review any concerns.

Need help?

Questions or special circumstances? Email orders@laurelandhound.com. We reply within 1 business day.