Refund Policy

REFUND POLICY

Last updated: September 2026

This Refund Policy explains the cancellation, return and refund conditions for products purchased from WhiskerzHouse through whiskerz.house.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

14-DAY RIGHT OF WITHDRAWAL

If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase within 14 days without giving a reason, subject to the exceptions provided by applicable law.

The withdrawal period normally expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform WhiskerzHouse of your decision before the withdrawal period expires.

You can contact us at:

Email: info@whiskerz.house

Please include your name, order number and a clear statement that you wish to withdraw from the purchase.

RETURNING PRODUCTS

After notifying us of your decision to withdraw, you must return the goods without undue delay and no later than 14 days after informing us of your withdrawal.

Please contact us before sending a return so that we can provide the appropriate return instructions and return address.

Products should be securely packaged to prevent damage during return transportation.

You may inspect the product in the same way that you reasonably could in a physical shop.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

RETURN SHIPPING COSTS

Unless the product is defective, damaged, incorrect, or we agree otherwise, the customer is responsible for the direct cost of returning the goods.

We recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.

REFUNDS

If you validly exercise your right of withdrawal, we will refund payments received from you as required by applicable consumer law.

Where required by law, this includes the cost of the least expensive standard delivery method offered for the original order.

If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost is not required to be refunded.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If a product arrives damaged, is defective, or you receive an incorrect product, please contact us as soon as reasonably possible at info@whiskerz.house.

Please provide:

Your order number

A description of the problem

Photographs showing the product and the problem

Photographs of the packaging if the item was damaged during delivery

We will review the issue and provide an appropriate remedy in accordance with applicable consumer law.

Please retain the product and its packaging until we have reviewed the issue.

CUSTOM-MADE AND PERSONALISED PRODUCTS

The statutory right of withdrawal may not apply to goods made to the consumer's specifications or clearly personalised, where the applicable legal requirements for this exception are met.

If a WhiskerzHouse product is specifically manufactured or personalised according to your individual specifications, we will identify this where appropriate before purchase.

This exception does not remove your statutory rights where a product is defective, damaged, incorrect or otherwise does not conform to the contract.

CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@whiskerz.house.

If we are able to stop the order before dispatch, we will process the cancellation.

If the order has already been dispatched, the applicable return and withdrawal procedures will apply.

NON-RETURNABLE ITEMS

Certain products may be excluded from the statutory right of withdrawal where an exception under applicable consumer law applies.

This may include goods made to the consumer's specifications or clearly personalised.

Any applicable restriction will be communicated where appropriate.

This does not affect statutory rights relating to defective or non-conforming goods.

STATUTORY CONSUMER RIGHTS

This Refund Policy is in addition to the mandatory rights available to consumers under applicable consumer protection law.

Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.

HOW TO REQUEST A RETURN OR REFUND

To request a cancellation, return or refund, contact:

WhiskerzHouse

Email: info@whiskerz.house

Website: whiskerz.house

Please include your order number and sufficient information for us to identify your purchase.

For questions regarding cancellations, returns or refunds, please contact:

WhiskerzHouse

Email: info@whiskerz.house

Website: whiskerz.house

Location: Malta, European Union