Thank you for choosing Pets Houses to purchase your beloved pets’ favorite products. We are always happy to serve you.

You may return your order within 3 days from the date of receipt, subject to the following terms:

Return Policy

• Customers are entitled to request a return within 3 days from the date the order is received.

• The product must be unused, in its original condition, and all accessories and related parts must be returned in their original packaging.

• If the customer receives a damaged, defective, or incomplete product, they are entitled to either exchange it for the same product or receive a full refund. In this case, we will bear all costs related to the return or exchange, provided the product is returned to us.

• If the customer wishes to return products for reasons other than those mentioned in clause (3), the customer shall bear the return shipping costs, in addition to the original shipping costs, including orders that qualified for free shipping.

• Returns or exchanges of online orders will not be accepted through our physical branches.

• Refunds (after deducting the original shipping fees — including orders that qualified for free shipping — in addition to the return shipping fees to the warehouse) will be processed after the shipment arrives at one of our warehouses, in the form of a store voucher with no expiration date.

• If the customer does not wish to receive the refund as a voucher, the amount will be refunded according to the original payment method used in the store, within a period ranging from 1 to 21 days, depending on the customer’s bank or electronic payment provider. Electronic payment fees apply.

• For Cash on Delivery (COD) orders, refunds are available only in the form of a store voucher with no expiration date. The voucher will be issued within 48 hours from the date the product is received at our warehouse.

• Clothing, fabric and cotton products, scratching posts, and collars are not eligible for return or exchange, to ensure the safety of your pet.

• If the customer received free credit or a free shopping voucher, the value of the returned items will be refunded to their wallet, and it cannot be converted into cash.

• Product colors may slightly differ from the images displayed on the website due to photography conditions, and minor color variation is not considered a valid reason for free returns.

Order Cancellation & Cancellation Fees

If the customer wishes to cancel the order after placing it, we will do our best to cancel it without any charges, provided that the order status is New or Being Prepared.

Cancellation fees apply in the following cases:

• Cancelling the order after it has been handed over to the shipping company, or when the order status changes to Ready, or after the shipping label has been printed.

• Failure to receive shipped orders.

• Failed delivery attempts due to incorrect or incomplete information provided by the customer, or due to the customer not responding to the courier.

Cancellation Fee:

• A fee of 17  will be deducted before refunding the remaining amount, even for orders that qualified for free shipping.

Online Payment Fees

Electronic payment fees apply to all return or cancellation requests made through electronic payment services.

Cancellation Fees by Payment Method:

• Tabby & Tamara:
  A fee of 7% of the total paid amount (including tax and shipping).

• Mada – Visa – Apple Pay:
  A fee of 2.5% of the total paid amount (including tax and shipping).

Return Procedure

Please contact Customer Service via WhatsApp and provide the order number, reason for return, and a photo or video for clarification before starting the return process.