Refund policy

PawHaven – Return & Refund Policy

At PawHaven, we want every product your pet uses to feel safe, comfortable, and worth it. If something isn’t right with your order, we’re here to help—simply, fairly, and without hassle.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in original packaging
  • The item arrived damaged, defective, or incorrect

🚫 Non-Refundable Items

We cannot accept returns for:

  • Items that have been used, worn, or damaged after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Items marked non-returnable at checkout

📝 How to Request a Return

To start a return, please contact our support team and provide:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the product and packaging (if applicable)

Once reviewed, we’ll guide you through the next steps.

🔄 Return & Refund Process

1. Review & Approval

Our team will assess your request and may request additional details if needed.

2. Return Instructions

If approved, we will provide:

  • Return shipping instructions
  • Return address

📦 Return shipping costs are the customer’s responsibility unless the item was defective, damaged, or incorrect.

3. Refund Issuance

Once we receive and inspect the returned item:

  • Refund will be issued to your original payment method
  • ⏳ Please allow 5–7 business days for processing (depending on your payment provider)

📌 Important Notes

  • All returns must be pre-approved before being sent back
  • Items must be returned in original condition and packaging
  • Shipping fees are non-refundable unless the item was incorrect or damaged
  • Returns showing signs of use, damage, or missing packaging may be declined
  • Excessive or suspicious return activity may be refused

💬 Need Help?

We’re here to make your experience smooth and worry-free.
👉 Visit our Contact Us page if you have any questions, and our team will assist you promptly.