Last updated: 2 November 2026
Your right to cancel (14 days)
You can cancel your order and return it for any reason, without giving a reason, within 14 days of the day you receive it. To cancel, email us at info@pethous.com with your order number and tell us you want to cancel. You then have 14 days to send the item back to us.
Our 30-day returns window
On top of your legal right, we accept returns for up to 30 days after delivery. This applies to all items, including discounted items.
Condition of returned items
Please return the item unused, in its original packaging, with all parts and accessories. If an item has been used or handled beyond what is needed to check it, we may reduce your refund to reflect any loss in value. Unopened items are refunded in full.
How to return an item
- Email info@pethous.com with your order number (for example #1005).
- We will reply with the return address and instructions. Please do not send anything back before you hear from us, because we may not be able to match parcels sent to the wrong address.
- Post the item back using a tracked service and keep your proof of postage.
If you are returning an item because you changed your mind, you pay the cost of returning it. If an item is faulty, damaged or not as described, we pay the return cost.
Refunds
We refund the price of the item and the standard delivery you paid (free on all UK orders). We will refund you within 14 days of receiving the item back, or of receiving proof that you have posted it, whichever is earlier. The refund goes to your original payment method. Your bank may take a few more days to show it.
Faulty, damaged or wrong items
Please check your order when it arrives. If something is faulty, damaged or not what you ordered, email us at info@pethous.com within 30 days of delivery with your order number and photos. We will offer a replacement or a full refund, including the delivery cost, and we pay for the return.
Items we cannot take back
We cannot accept returns of perishable goods, custom-made items, or sealed hygiene products (for example food or grooming items) once they have been opened. Unopened items are fine to return.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer under UK law.
Contact
Pet House, 128 City Road, London EC1V 2NX, United Kingdom. Email: info@pethous.com