Replacement & Refund Policy

We remain committed to the exceptional quality of our products and proudly back our craftsmanship with a 100% guarantee. In the rare instance of any defects or errors on our part, we guarantee a swift replacement at no extra charge. However, it's essential to understand that refunds resulting from user errors, such as incorrect sizes, designs, or colors, are typically not accommodated.

1. Defective/Damaged Orders

1.1 Time Limit

Should you encounter any issues with your purchase, kindly notify us within 15 days from the delivery date to qualify for a replacement or refund. Unfortunately, requests made after this timeframe cannot be accommodated.

1.2 Eligibility

You are eligible for replacements or full refunds in the following situations:

- If the item significantly differs from the provided description or preview.

- If damage occurs due to a fault in our factory or mishandling by the carrier.

- If the item received does not match your placed order.

Please be aware that a minor variation of up to 20% may exist between the advertised images and the actual item due to factors such as lighting during photography or variations in monitor display.

For situations not explicitly outlined above, we may consider providing a partial refund, excluding shipping costs.

1.3 How to File a Claim

To initiate a claim, please send an email to support@petthouse.com with the following details:

- Order number

- Video or photo of the defective product

- For printing errors, include photographs showcasing the error

- For sizing issues, provide photos of items alongside a measuring tape, stick, or ruler

- If items are missing, include images of the received item and the detailed shipping label

- If the received item is malfunctioning, provide a video clearly demonstrating the issue.

Our support team will thoroughly review the provided photos and videos of the defective item. If deemed eligible, we will dispatch a replacement product without any additional charges. In rare instances where sending a replacement is not feasible, a full refund, including shipping costs, will be processed for the eligible product.

1.4 Exceptions:

Refunds or replacements are generally not accepted for instances where there may have been unintentional errors on the customer's part, including:

- Incorrect selection of sizes, designs, colors, etc.

- Failure to carefully preview the design, as some of our printing files are automatically generated to match the preview on our website.

We kindly request that you carefully review your order before checking out to ensure its accuracy.

2. Lost/ Missing Orders
   
   If you haven't received any updates on your order for over 15 days, please let us know by email support@petthouse.com. We will investigate the issue to find out why the shipment is delayed. If we determine that the order is lost because of our mistake, we will either send you a replacement or give you a full refund.
   
   However, please keep in mind that we cannot take responsibility if the order isn't delivered due to an incorrect address or if the recipient refuses/forwards it.
3. Replacement/ Refund Process
   
   We do not accept returns. You have the option to donate, keep, or dispose of any unwanted items at your convenience. If you require a replacement, the timeframe will follow the same process as a regular order.
   
   In the case of a refund, you will receive a confirmation once the process is complete. Please allow approximately 5-10 days for the refund to be credited back to your account, depending on your bank's processing time.
   
   Please be informed that by placing an order, you are accepting and agreeing to all the terms mentioned above.