Refund policy

At 5 Hounds, we stand behind the quality of our food and supplements. Due to the nature of our products, refunds and returns are handled differently depending on the product category. Please read the information below carefully.

 

Fresh & Frozen Meals

Due to the perishable nature of our meals, 5 Hounds does not accept returns or exchanges on any meals or frozen products once they have been delivered. All meals are frozen on dispatch and cannot be resold or returned for food safety reasons.

 

100% Happiness Guarantee

We offer a 100% Happiness Guarantee across our range, subject to the conditions outlined below and in accordance with our Terms of Service.

If you or your dog are not satisfied with a 5 Hounds product, you must contact our team at info@5hounds.com.au so we can assess the issue and determine the most appropriate resolution.

Depending on the circumstances, this may include:

• Personalised feeding, transition, or usage guidance

• Alternative product recommendations

• A partial or full refund, store credit, or account adjustment, at our discretion

Refunds are not automatic and will only be considered after contact with the 5 Hounds team.

 

How the Guarantee Applies by Product Type

Fresh & Frozen Meals

If your dog does not accept or tolerate their 5 Hounds meals, we will first work with you to optimise the transition and feeding approach. Dietary changes can take time, and our team - including guidance from Dr. Will - may provide support to assist with the adjustment.

Where appropriate, and after review, we may offer:

• An alternative meal option

• Store credit or a refund, at our discretion

Meals that have been delivered cannot be returned.

 

Longevity Treats & Synbiotic Powder

Longevity Treats and Synbiotic Powder are shelf-stable products and are therefore assessed separately to frozen meals.

You may be eligible for a refund, store credit, or replacement if:

• The issue is reported within a reasonable timeframe of delivery (within 30 days)

• Only a reasonable portion of the product has been used

• The product has been stored and used in accordance with instructions

• The concern relates to palatability, tolerance, or suitability for your dog

Before issuing a refund, our team may:

• Provide dosing, feeding, or transition guidance

• Recommend an alternative product or adjusted usage protocol

• Request additional information to fairly assess the concern

Important Notes for Synbiotic Powder

• Mild or temporary digestive changes can occur when introducing synbiotics and do not automatically indicate intolerance

• Customers are encouraged to follow recommended dosing and transition guidelines before determining suitability

 

What the Happiness Guarantee Does Not Cover

The 100% Happiness Guarantee does not apply to:

• Change of mind or ordering error

• Products that have been fully or substantially consumed

• Issues caused by improper storage, handling, preparation, or use

• Failure to follow recommended feeding, dosing, or transition guidelines

• Individual taste preferences after extended use

• Subscription renewals not cancelled in line with our cancellation terms

 

Final Determination

All refund, credit, or replacement decisions are:

• Assessed on a case-by-case basis

• Made at the sole discretion of 5 Hounds

• Governed by our Terms of Service and Money Back Guarantee

For full details, please refer to our Terms of Service.

If you have any questions or concerns, please contact us at info@5hounds.com.au - we’re here to help.