Returns & Refunds

At House of Mouse we pride ourselves on selling only good quality items for your dogs and cats however sometimes things can go wrong.

Changed Your Mind?

If things change and you decide the item you have purchased isn’t quite what you wanted then you have the right to cancel the agreement within 14 days of purchase. House of Mouse will issue a full refund for any products which are notified to us by the customer, provided the product is unused and received back in the same condition as it was sent (including, without limitation, packaging).

A full refund (including the original postage costs) excluding P&P for return will be given to the account the payment was made with once the item has been received by us. You must return the products unused, in a saleable condition and in the original packaging that you received them with (with any labels still attached). You should use a ‘signed for’ delivery method and obtain proof of postage. Note that the House of Mouse is not obliged to pay the customer’s costs of sending the product back to us. This process can take anything from 7-28 days.

To ensure speedy payment first of all contact the House of Mouse and let us know via sales@houseofmouse.org.uk

 

Faulty Goods

Does not match item description. Customers are entitled to return a product for a full refund (including the original postage costs) within 14 days if it is different to how it was advertised by the House of Mouse. Contact sales@houseofmouse.org.uk in the first instance.

Faulty items. If a product becomes faulty, the customer is entitled to request a refund or exchange within 28 days of receiving delivery. The customer must provide a detailed description of the fault together with evidence and contact the House of Mouse sales@houseofmouse.org.uk as soon as possible to notify us of the fault and arrange the return of the item. Once we have reviewed this information and received the product back any decision to honour a refund is at our discretion and based on the evidence provided by the customer.

Both Process’s can take 7 to 28 days from receipt of the returned item to complete the refund.

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