Please note: This guarantee only applies to 5 Hounds meal plan subscription, and does not apply to our Starter Box or Longevity Treats
The Promise
We know every dog is different. Even the most carefully crafted recipe can meet a stubborn snout. That's why we offer the Fussy Dog Guarantee: if your dog genuinely refuses to eat their 5 Hounds after a proper introduction, we'll sort it out with a replacement, store credit, or a full refund.
No drama. Just a clear process and a real conversation.
How it Works
Three Simple Steps
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1. Submit your claim
Fill out our short claim form. You'll need your order number and a couple of details about how the food was introduced. The whole thing takes about five minutes.
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2. Book your free Feeding Check-In
Every claim includes a complimentary 15-minute chat with our team. Most fussy eater situations come down to transition pace, portion size, or feeding environment, and we'd much rather solve the problem than process a refund. If a replacement or refund is the right outcome, we'll confirm it on this call.
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3. We finalise your outcome
Once your form is in and your Check-In is done, we'll confirm your outcome within three business days. You choose: replacement product, store credit, or a refund to your original payment method.
ELIGIBILITY
What's covered
The Fussy Dog Guarantee applies when your dog refuses to eat the product after a proper introduction period. It covers your first subscription purchase of a 5 Hounds meal plan (whether a full bowl or half bowl plan) and is limited to one claim per household in any 12-month period.
To be eligible, your claim needs to meet the following conditions:
⁕ Your claim is lodged within 30 days of your purchase date
⁕ You have your order number or proof of purchase ready
⁕ The food was introduced gradually over 5 to 7 days, as recommended on our packaging
⁕ At least half of the product remains and is available for a photo or return
What's Not Covered
⁕ The 5 Hounds Starter Box and/or Longevity Treats (these products are not eligible for the Fussy Dog Guarantee)
⁕ Products that have been substantially or fully consumed (a product your dog has eaten is a product your dog ate)
⁕ Orders containing multiple units of the same product, beyond the first unit
⁕ Repeat purchases of a product previously claimed on
⁕ Trade, wholesale, or resale purchases
⁕ Change of mind
Something else going on?
If your concern is about product quality or safety rather than fussiness, please don't use this form. Email us directly at info@5hounds.com.au and we'll prioritise it straight away.
Product quality concerns are handled under your rights as an Australian consumer, separately and without conditions.
Fussy Dog Guarantee: Full Terms & Conditions
1. About This Guarantee
The Fussy Dog Guarantee is our promise that your dog will love 5 Hounds. If they genuinely turn their nose up after a proper introduction, we will make it right. This is a voluntary guarantee offered in addition to your rights under Australian Consumer Law, which always apply and are not limited by these terms.
The Fussy Dog Guarantee applies to 5 Hounds food products purchased directly from our website. It does not apply to the 5 Hounds Starter Box or to any 5 Hounds Longevity Treats products.
2. Eligibility Conditions
To claim under the Fussy Dog Guarantee:
(a) the claim must be lodged within 30 days of your purchase date, with your order number or proof of purchase;
(b) the product must have been introduced gradually over 5 to 7 days, as recommended on our packaging;
(c) at least half of the product must remain and be available for return or photographic verification.
We are unable to approve claims for products that have been substantially or fully consumed. A product your dog has eaten is a product your dog ate. Claims relating to the Starter Box or Longevity Treats products cannot be accepted under this guarantee regardless of circumstances.
3. The Feeding Check-In
Before a guarantee claim is finalised, we ask you to book a free 15-minute Feeding Check-In with our team. Most fussy eater problems have a simple fix, and we would rather solve the problem than process a refund. Claims are confirmed during or shortly after the call.
This step applies to our voluntary guarantee only and does not apply to claims made under Australian Consumer Law.
4. Claim Limits
The Fussy Dog Guarantee covers your first purchase of any given eligible 5 Hounds product in its smallest available size, and is limited to one claim per household in any 12-month period. Where an order contains multiple units of the same product, the guarantee applies to one unit only. For remaining units, we will arrange a replacement product or store credit. The 5 Hounds Starter Box and Longevity Treats products are not eligible products for the purposes of this clause. Trade, wholesale, and resale purchases are excluded.
5. Remedies
Where a claim is approved, we will offer, at your preference, a replacement product, store credit, or a refund to your original payment method. We reserve the right to decline claims under this voluntary guarantee that do not meet the conditions above, or that we reasonably believe are not genuine.
Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law.