Refund policy

We want you and your dog to love your PupHouse kit. If something isn't right, here's how returns and refunds work.

Your 14-day right to cancel (EU)

If you're shopping from the EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To use this right, tell us within that window by emailing {{SUPPORT_EMAIL}}. After you let us know, you have a further 14 days to send the item back.

Return conditions

To be eligible for a refund or exchange, items must be:

Unworn, unwashed, and free of pet hair, odours, or damage
In their original condition and packaging
Returned within the timeframe above

How to start a return

Email {{SUPPORT_EMAIL}} with your order number and the reason for the return. We'll reply with the return address and next steps. Please don't send anything back before you hear from us.

Refunds

Once we receive and inspect your return, we'll process your refund to your original payment method within 14 days. Refunds cover the price of the product. Depending on your bank, it can take a few extra days to appear.

Return shipping

You're responsible for the cost of return postage unless the item arrived faulty, damaged, or incorrect — in which case we cover it. We recommend a tracked service, as we can't refund items that don't reach us.

Wrong size or faulty items

Need a different size? We're happy to arrange an exchange — just email us. If your kit arrived damaged or we sent the wrong item, contact us within 14 days of delivery with a photo and we'll make it right at no cost to you.