Returns & Right of Withdrawal: EU Customers

This page explains how returns work for our EU customers, including your legal right of withdrawal.

Your 14-Day Right of Withdrawal

As an EU customer, you have a legal right of withdrawal under EU law (Directive 2011/83/EU). Within 14 days of receiving your order, you can withdraw from your purchase for any reason, or no reason at all. You do not need to give a reason, and you do not need our approval.

The 14-day period runs from the day you, or someone you nominate other than the carrier, receive the goods. If your order arrives in more than one shipment, it runs from the day you receive the last item.

When you withdraw:

  • We refund you to your original payment method. If you would prefer an exchange or store credit instead, we can arrange that, see the Exchanges and Store Credit section below.
  • We refund the price of your items plus the cost of standard delivery to you. If you chose a more expensive option such as express, we refund up to the standard rate, not the difference.
  • The right applies to sale and discounted items, including Lucky Lasts, Mystery Tees, Sample/Seconds, and fundraiser or promotional purchases, not only full-priced items.

Conditions and exclusions:

  • You may open the parcel and try the item on to check the fit, as you would in a shop. If an item is returned showing use, wear or damage beyond what is needed to check it, we may reduce your refund to reflect the loss in value.
  • You are responsible for the cost of returning non-faulty items to us. Faulty items are covered separately, see the Faulty Items section below.
  • Personalised items and Custom-Fit items are made to order to your specifications, so by law they are exempt from the right of withdrawal and cannot be withdrawn once made. Faulty personalised or Custom-Fit items are still covered.

How to Withdraw

  1. Use the "Withdraw from contract" button at the bottom of this page. No account or login is required, and it is also available in the footer of every page during your 14-day period.
  2. Enter your name, email and order number, then select "Confirm withdrawal."
  3. We will email you to confirm we have received your withdrawal, including the date and time.
  4. Return your items to us within 14 days of notifying us. We will issue your refund within 14 days of your receiving your item(s).

Exchanges and Store Credit

If you would prefer an exchange or store credit rather than a refund, email us at aroo@houndtees.com.au with your order number and what you would like instead. Exchanges and credit are subject to stock availability, and store credit is valid for three years.

If your replacement is a different price, we will either refund the difference to your original payment method or ask you to pay the balance before we dispatch. If your chosen replacement is out of stock, we can offer an alternative style or issue store credit.

Faulty Items

If an item is faulty, email us with a description and photos of the fault, and we will resolve it with you. Faulty items are covered regardless of the 14-day withdrawal window, and we cover return postage for them. Your statutory rights in respect of faulty or non-conforming goods apply in addition to the right of withdrawal.

Returns Address and Practical Information

  • Returns address: HOUND-TEES, PO BOX 510, EUROA VIC 3666, AUSTRALIA.
  • We are not liable for parcels lost in transit on their way back to us. We recommend using a tracked service.
  • Gift vouchers are non-refundable but are valid for three years from the date of purchase, for use on any item in our online store.