Refund policy

Refund & Return Policy

Last Updated: August 20, 2026

We want you to feel confident when shopping with PetHouse. If you are not completely satisfied with your purchase, please contact us and we will do our best to make things right.

1. 60-Day Money-Back Guarantee

We offer a 60-day money-back guarantee on eligible purchases.

You have 60 calendar days from the date your order is delivered to contact us and request a refund or return.

To request a refund, please contact our customer support team before sending any product back.

2. Return Eligibility

To qualify for a return, the following conditions may apply:

  • The request must be submitted within 60 days of delivery.

  • You must provide your order number or another valid proof of purchase.

  • The product must not have been intentionally damaged or misused.

  • Certain products may be subject to additional return restrictions.

  • You must follow the return instructions provided by our customer support team.

We reserve the right to review each return request individually and determine whether it qualifies under this policy.

3. How to Request a Refund or Return

To start a refund or return request, please contact us at:

Email: [YOUR SUPPORT EMAIL]

Please include:

  • Your full name

  • Order number

  • Email address used to place the order

  • Reason for your request

  • Photos or videos, if relevant

Do not send products back before receiving instructions from our support team.

Unauthorized returns may not be accepted or processed.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete, or you received the wrong item, contact us within 7 days of delivery.

Please provide clear photographs or videos showing:

  • The product

  • The packaging

  • Any visible damage

  • The shipping label, if applicable

After reviewing the situation, we may offer one of the following solutions:

  • A replacement product

  • A full or partial refund

  • A return at our expense

  • Another appropriate resolution

For products that are defective, damaged during shipping, or incorrectly shipped, we may cover reasonable return shipping costs when a return is required.

5. Returns Not Required

In certain situations, we may approve a refund or replacement without requiring you to send the product back.

This decision is made at our discretion based on the circumstances of the request.

If we determine that a return is necessary, our customer support team will provide you with the appropriate return instructions.

6. Return Shipping

Unless the item was defective, damaged, or incorrectly shipped, the customer may be responsible for return shipping costs.

We recommend using a shipping service that provides tracking information when returning an item.

We are not responsible for products lost or damaged while being returned to us if the customer is responsible for the return shipment.

7. Non-Returnable Items

Certain products may not be eligible for return or refund, including:

  • Perishable products

  • Personalized or custom-made products

  • Certain personal-care or hygiene products

  • Products that cannot legally be returned

  • Hazardous materials

  • Flammable liquids or gases

  • Gift cards

  • Certain clearance or final-sale items

If you are unsure whether your product is eligible for a return, please contact us before sending it back.

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

8. Exchanges

If you would like to exchange an eligible product for another item, please contact our support team.

Depending on availability and the circumstances of your request, we may recommend returning the original product and placing a new order for the replacement.

9. Refund Processing

Once your refund request has been approved, we will process the refund to the original payment method used for the purchase, unless otherwise agreed or required by law.

Approved refunds are generally processed within 10 business days.

After we issue the refund, the time required for the funds to appear in your account may depend on your bank, credit card company, payment provider, or financial institution.

If you have not received your refund after 15 business days from the date we approved it, please contact us.

10. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund.

This may apply when:

  • Only part of an order is affected.

  • A product has been partially used or damaged after delivery.

  • The circumstances do not qualify for a full refund.

  • Another partial-refund arrangement has been agreed upon.

Any applicable partial refund will be communicated to you before it is processed.

11. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing your order.

We cannot guarantee that an order can be canceled once it has entered processing, fulfillment, or shipping.

If an order has already shipped, you may need to follow the return procedure described in this policy.

12. Refunds for Promotional or Discounted Orders

If you purchased an item using a discount code, promotion, bundle offer, or other special pricing, the refund amount will generally be based on the actual amount paid for the returned item.

Shipping charges, discounts, promotional credits, or other fees may be treated differently depending on the circumstances of the order.

13. Repeated or Abusive Refund Requests

We reserve the right to investigate refund requests that appear fraudulent, abusive, or inconsistent with our policies.

Where permitted by law, we may refuse requests involving:

  • Fraudulent activity

  • Repeated abuse of the refund policy

  • False claims

  • Intentional product damage

  • Unauthorized returns

  • Other misuse of our Services

This does not affect any mandatory consumer rights provided by applicable law.

14. Consumer Rights

This Refund & Return Policy does not exclude or restrict any rights that cannot legally be excluded under applicable consumer protection laws.

If the laws in your country or region provide you with additional rights, those rights will continue to apply.

15. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

PetHouse

Email: support@pethouse.com

Website: pethouse.com

Our customer support team will review your request and provide the next steps.