Refund & Cancellation Policy

Last Updated: June 2026

Thank you for shopping with House of Dogs. We strive to provide high-quality products, fresh meals, treats, accessories, and services for your pets. Please read our Refund & Cancellation Policy carefully before placing an order.

1. Order Cancellation

Standard Orders

Orders may be cancelled within 2 hours of purchase provided that preparation, packaging, or shipment has not yet begun.

Same-Day Delivery Orders

Orders scheduled for same-day delivery may only be cancelled within 30 minutes of placing the order.

Custom or Personalized Orders

Custom-made, personalized, or specially requested products cannot be cancelled once production or preparation has started.

2. Refund Eligibility

We offer refunds or replacements only in the following situations:

• The wrong item was delivered.
• The item arrived damaged.
• The item is defective upon arrival.
• The order was not delivered due to an error on our side.
• The product received is significantly different from what was ordered.

To request a refund, customers must contact us within 24 hours of receiving the order and provide clear photos or videos showing the issue.

3. Non-Refundable Items

For hygiene, safety, and pet health reasons, the following items are non-refundable and non-returnable:

• Opened pet food packages.
• Fresh meals, treats, cakes, or perishable products.
• Used toys, beds, collars, harnesses, or accessories.
• Personalized or custom-made products.
• Gift cards, vouchers, or promotional items.

House of Dogs reserves the right to refuse returns that show signs of use, damage caused by the customer, or improper handling.

4. Return Conditions

Where a return is approved:

• The item must be unused and in its original packaging.
• All accessories, tags, labels, and included materials must be returned.
• The return request must be approved by our customer support team before shipment or pickup.

Unauthorized returns may not be accepted.

5. Delivery Issues

Customers are responsible for providing accurate delivery information.

If a delivery fails due to:

• Incorrect address details,
• Unreachable phone number,
• Customer absence at the delivery location,

additional delivery charges may apply and refunds may be denied.

6. Refund Processing

Once a refund is approved:

• Credit card refunds may take 5–14 business days depending on the bank.
• Cash-on-delivery orders may be refunded through bank transfer, store credit, or another agreed payment method.
• Delivery fees are generally non-refundable unless the error was caused by House of Dogs.

7. Store Credit

In certain cases, House of Dogs may offer store credit instead of a monetary refund. Store credit remains valid for 90 days from the date of issuance.

8. Right to Refuse Abuse

House of Dogs reserves the right to deny refund or return requests in cases of suspected abuse, fraudulent claims, excessive refund requests, or violations of this policy.

9. Contact Us

For any refund, return, or cancellation request, please contact us:

Email: [email protected] 

Website: www.houseofdogs-lb.com

Our team will review all requests fairly and respond as quickly as possible.