Refund policy

We accept returns within 30 days of delivery.

To be eligible for a standard return:

• Items must be unused, unworn, and in original condition, (except clothing and walkwear (harnesses, leashes and collars) may be briefly tried on solely to check size and fit.  They must not be used for walks or other activites)
• Items must be returned in their original packaging with all original tags still attached. 

For hygiene and safety reasons, the following items are final sale:

• Worn or used items, other than the brief sizing trials allowed above
• Items returned without original packaging and tags

For hygiene and safety reasons, opened wellness products, treats, and consumable items are not eligible for standard return or exchange.  For defective, damaged or incorrect items, see the section below.

To initiate a return, please contact us at customersupport@houseofpoochi.ca with:

• Your order number
• The item(s) you wish to return

Once approved, we will provide return instructions.  House of Poochi will assess whether exchanged items meet the conditions in this policy and applicable by law.

House of Poochi is pleased to offer complimentary return shipping within Canada on approved items that are eligible for return or exchange under our Return Policy.

Once your return is approved, we will provide a prepaid Canada Post return label at no additional cost.

Customers may print their return label at home or use a QR code to have their label printed at a participating Canada Post location.

• Canadian Returns: Complimentary prepaid return shipping is provided for approved items that meet our return or exchange eligibility requirements.

• U.S. Returns: Return shipping costs are the responsibility of the customer unless the item is defective, incorrect, or otherwise approved by House of Poochi.

• For Standard returns original shipping fees are non-refundable, except where required by applicable law.  For confirmed defective, damaged or incorrect items, we will also refund the original shipping charge.  If the order qualifies for free sipping, there is no original shipping charge to refund.

• We recommend retaining your return tracking information until your return has been received and processed.

House of Poochi is not responsible for return packages lost or damaged in transit, except where required by applicable law.

Once your returned item has been received and inspected, we will notify you of the approval status of your refund.

If approved:

• Refunds will be issued to your original payment method.

• Please allow 5–10 business days from the date we receive your returned package for inspection and refund processing.

• Once your refund has been issued, your financial institution may require additional time for the funds to appear in your account.

• For standard return, we refund the returned product price and applicable taxes.  The original shipping charges are not refundable.  For confirmed defective, damaged or incorrect items, we will also refund the original shipping charge.  If the order qualifies for free sipping, there is no original shipping charge to refund.

If you have any questions regarding your refund, please contact our customer support team at customersupport@houseofpoochi.ca.

We proudly offer complimentary exchanges on eligible apparel items to help ensure the perfect fit for your pup.

If your item isn't quite right, please contact us within 14 days of delivery to initiate an exchange. Our team will be happy to arrange an excahnge.

To qualify for an exchange, items must be unworn, unused, and returned in their original condition with all tags and packaging intact. Items may be briefly tried on solely to check size and fit and must otherwise be:

• unused

• in original condition

• in their original packing and with all tags still attached

• Please note that opened wellness products, treats and final sales items are not eligible for standard return or exchange.  Complimentary exchanges apply only to clothing and walkwear.  House of Poochi will assess whether exchanged items meet the conditions in this policy and applicable law. 

Complimentary exchange shipping is available within Canada for approved exchanges that meet our eligibility requirements.

All exchanges are subject to product availability.

If your order arrives defective, damaged or incorrect, please contact us within 48 hours of delivery at customersupport@houseofpoochi.ca with your order number, a description of the issue and photos.  Keep the item, packaging and tags, and contact us before returning it.  We will review the claim and provide return instructions. 

Once we confirm the issue, we will refund the affect product price, applicable taxes and the original shipping charge (if applicable), as well as cover return shipping.  If you received free shipping, there is no original shipping charge to refund. 

House of Poochi will assess whether returned items meet the conditions in this policy and applicable law.

This Policy does not limit rights or remedies that cannot be excluded under applicable consumer law. The standard return conditions, including unused condition, original packaging and attached tags, do not override those rights.