Returns Policy – Pet and Haus

To be eligible for a refund, Pet and Haus must be notified within 14 calendar days of delivery of your intent to return the goods.
Once we are notified, you have an additional 14 calendar days to return the order from the date of notification.

Note: This return policy applies only to stock items. Specially ordered items are non-returnable under any circumstances.

Return Process:

  1. To request a return, please complete and submit the return form.

  2. All items must be returned to our main distribution warehouse, not to our head office.

  3. Once we receive your return request, we will contact you to arrange the return/collection. All return shipping costs are the responsibility of the customer.

  4. In some cases, you may be required to arrange return shipping yourself if it is determined to be the most cost-effective option.

  5. You may return complete boxes of tiles as long as they are in saleable condition.

Refund Terms:

  • Any original delivery charges will automatically be deducted from your refund.

  • Once returned goods are received and inspected, your refund will be processed. While we aim to handle this promptly, it may take up to 14 days to complete the administrative process.

  • Refunds to credit/debit cards may take an additional 3–5 business days to appear on your statement.