Refund policy

Return & Refund Policy

At House of Paws, we want you to be completely satisfied with your purchase. If you’re not happy for any reason, we’re here to help.

Returns

You have 14 days from the date you receive your item to request a return.
To be eligible for a return, items must be:
- Unused and in the same condition you received them
- In the original packaging
- Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

The following items cannot be returned:

Perishable goods
Personalised or custom-made items
Items marked as final sale
Used or damaged items (unless faulty)

How to Start a Return

To initiate a return, please contact us at:
📧 houseofpawsltd@outlook.com

Include your order number and a brief explanation of the reason for return. We will provide return instructions once your request is approved.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–10 business days.
Shipping costs are non-refundable unless the return is due to our error.

Faulty or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at houseofpawsltd@outlook.com, including photos where possible. We’ll resolve the issue promptly.