Refund policy

Refund & Return Policy

At PawHaven, your pet’s happiness (and yours 🐾) is our top priority. We want you to love your purchase, but if something isn’t right, we’re here to help.

Returns

We accept returns under the following conditions:

  • Items must be unused, unworn, and in their original packaging

  • Return requests must be made within 30 days of delivery

  • Proof of purchase (order number or receipt) is required

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Used pet products

  • Perishable items (food, treats, supplements)

  • Personalized or custom-made items

  • Gift cards

Refunds

Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method

  • Refunds are typically completed within 5–10 business days, depending on your bank or payment provider

  • Original shipping costs are non-refundable

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Clear photos or videos showing the problem

We’ll gladly offer a replacement or full refund at no additional cost.

Exchanges

We currently do not offer direct exchanges.
If you need a different item, please return the original product (if eligible) and place a new order.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect

  • We recommend using a trackable shipping service, as PawHaven is not responsible for lost return packages

Dropshipping & International Orders

Some PawHaven products are shipped directly from our trusted suppliers. This may affect:

  • Return addresses

  • Shipping times

  • Processing times for refunds

International customers are responsible for any customs duties or taxes. These charges are non-refundable.

Order Cancellations

Orders can be canceled within 12 hours of purchase.
Once an order has been processed or shipped, it cannot be canceled.

How to Start a Return

To request a return or refund, contact us at:

Email: [your support email]
Subject line: “Return Request – Order #[Your Order Number]”

Our support team will respond within 1–2 business days.

Policy Updates

PawHaven reserves the right to update or modify this Refund & Return Policy at any time. Changes will be posted on this page.