Refund policy

Returns

We want you and your pet to love every PupHaus order. If you're not completely satisfied, you may request a return within 30 days of delivery.

To be eligible for a return, your item must be unused, in its original packaging, and in the same condition you received it. For hygiene reasons, used grooming tools, opened consumables (balms, treats), and worn wearables cannot be returned unless they arrived defective.

How to start a return

Email us at puphaus@mail.ru with your order number and a photo of the item. We'll reply within 24–48 hours with return instructions.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect — in which case we cover it and send a replacement or full refund.

Refunds

Once your return is received and inspected, we'll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable.

Damaged or wrong items

If your order arrives damaged or incorrect, contact us within 7 days of delivery with photos and we'll make it right at no cost to you.

Cancellations

Orders can be cancelled within 12 hours of purchase. After that, the order may already be in processing and cannot be cancelled.