We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@lotusdoghouses.com

You can always contact us for any return question at info@lotusdoghouses.com

Damages and issues

In case of damages during shipping, if you contact us by taking a photo as soon as you open the package, we can reproduce the damaged parts and ship them to you free of charge.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions / non-returnable items

Please note: the 14-day cooling-off period doesn't apply to

• plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates
• goods and drinks delivered to you by regular delivery – for example a milk delivery
• goods made to order or clearly personalised – such as a tailor-made suit
• sealed audio, video or computer software, such as DVDs, that you have unsealed
• online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance
• goods bought from a private individual rather than a company/trader
• urgent repairs and maintenance contracts – if you call a plumber to repair a leaking shower, you can't cancel the work once you have agreed on the price of the service

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lotusdoghouses.com.