Refund policy

We want you and your pet to love your Lotus Dog House. If something isn't right, here is how cancellations and returns work.

Free cancellation within 24 hours
Every dog house is made to order. You can cancel your order free of charge within 24 hours of placing it, before production starts. Email lotusdoghouses@gmail.com with your order number and we will refund you in full.

Return window
You can request a return within 14 days of receiving your order. Contact us at lotusdoghouses@gmail.com with your order number before sending anything back; we will confirm the return and send you the return address.

Condition
Items must be unused, undamaged and returned in their original packaging with all parts included.

Return shipping
Returns are sent to our workshop in Gönen, Balıkesir, Türkiye. Return shipping is paid by the customer and international freight rates apply, so it can be a significant cost, especially for medium and large sizes. If returns matter to you, please email us for an estimate before ordering. We recommend a tracked service, as we cannot be responsible for returns lost in transit.

Items that cannot be returned
Personalised items (for example, products with a custom pet name plate) cannot be returned unless they arrive damaged or faulty.

Damaged, faulty or missing parts
Please inspect your order on arrival. If a panel arrives damaged or a part is missing, email us within 14 days of delivery with your order number and photos. We will send replacement parts free of charge. This does not affect your statutory rights.

Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 14 days of receiving the return. Your bank or card provider may take a few extra days to process it.

Exchanges
To exchange for a different size or colour, return the original item as above and place a new order.

Questions
Email lotusdoghouses@gmail.com and we will be glad to help.