Refund policy
Last updated: 08 September 2026
At Pet House, we want you and your pet to be happy with every purchase. If something is not right, we are here to help.
Your right to return
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. This is sometimes called the cooling-off period.
For most products, you then have a further 14 days to return the item to us. This means you have up to 28 days from receipt to return the product.
How to start a return
To return an item, contact us at support@pethouse.shop with your order number and the reason for return. We will provide return instructions.
Do not send items back without first contacting us. Unauthorised returns may not be accepted.
Return conditions
To be eligible for a return, items must be:
- Unused and in the same condition as received.
- Clean and free from pet hair, dirt, or odours.
- Complete with all original packaging and accessories.
- In a resaleable condition.
Products returned in a condition that does not meet these requirements may be rejected or subject to a partial refund.
Return shipping costs
For standard customer-preference returns, the cost of return postage is your responsibility.
For items that are damaged, defective, incorrect, or not as described, we will cover the return shipping costs. Contact us at support@pethouse.shop for instructions.
Restocking fees
We do not charge restocking fees for returned items.
Refund timing
Once we receive and inspect your return, we will process your refund within 5–7 business days. Refunds are issued to the original payment method used at checkout.
Refund of original shipping costs
If you return an entire order, the original shipping cost is non-refundable. If you return only part of an order, the original shipping cost remains non-refundable.
If you received free shipping and then return the entire order, the cost of the original shipping may be deducted from your refund.
Damaged, defective, or incorrect items
If you receive a damaged, defective, or incorrect item, contact us at support@pethouse.shop within 7 days of delivery. Include your order number and photos of the item and packaging. We will arrange a return and provide a full refund or replacement at no cost to you.
Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order.
Cancellation window
You may cancel your order within 1 hour of placing it. Contact us at support@pethouse.shop immediately. After this window, your order may already be processed for dispatch and cancellation may not be possible.
Hygiene and safety exceptions
Due to hygiene and safety reasons, the following items are non-returnable once opened or used:
- Pet grooming brushes and combs (including gloves and bath brushes).
- Pet toothbrushes and dental care products.
- Pet feeding accessories, including slow feeder bowls and snuffle mats.
- Pet toys that have been chewed, played with, or otherwise used.
- Any product where the sealed packaging has been opened and cannot be resold for hygiene reasons.
This does not apply to items that are damaged, defective, incorrect, or not as described.
Our address for returns
Pet House
654 Fulham Road
London
SW6 5RU
United Kingdom
Pet House is an online-only store. This address is not a public storefront, showroom, or customer collection point. Return instructions will be provided when you contact us.
Contact us
For return questions, contact us at support@pethouse.shop or call +44 7462 226507.
Nothing in this policy limits mandatory consumer rights under applicable law.