Refund policy

At PawHaven, your satisfaction matters to us. We want you and your furry companions to enjoy every purchase.

If you are not completely satisfied with your order, please review our return and refund policy below.

1. RETURN PERIOD

We accept eligible return requests within 30 days of delivery.

To qualify for a return:

  • The item must be unused and in its original condition.

  • The item must be returned with its original packaging, where applicable.

  • Proof of purchase or your order number must be provided.

  • The return request must be submitted within the applicable return period.

Certain products may be subject to additional return requirements for hygiene, safety, or other legitimate reasons.

2. HOW TO REQUEST A RETURN

To initiate a return, please contact our customer support team at:

Email: [Your customer support email]

Please include:

  • Your order number.

  • The name of the product you wish to return.

  • The reason for your return.

  • Photos of the product if it arrived damaged, defective, or incorrect.

Our team will review your request and provide instructions on how to proceed.

Please do not send items back without contacting us first.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please provide your order number and clear photographs showing the issue.

After reviewing your request, we may offer an appropriate solution, which may include:

  • A replacement item.

  • A refund.

  • Another suitable resolution agreed upon with you.

We will handle eligible claims in accordance with applicable consumer protection laws.

4. REFUNDS

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for the refund to be processed by your payment provider. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

If your refund has not appeared after the expected processing period, please contact us.

5. RETURN SHIPPING

For returns due to a change of mind, customers are responsible for the return shipping costs unless otherwise stated.

If an item arrives damaged, defective, or incorrect, PawHaven will work with you to arrange an appropriate resolution, including return shipping where applicable.

Original shipping charges may not be refundable for change-of-mind returns, except where required by applicable law.

6. EXCHANGES

If you would like to exchange an item for another size, color, or product, please contact our customer support team.

Exchanges are subject to product availability and approval.

If an exchange cannot be arranged, we may offer a refund in accordance with this policy.

7. NON-RETURNABLE ITEMS

For hygiene, safety, or other legitimate reasons, certain products may not be eligible for return unless they are defective, damaged, incorrect, or otherwise covered by applicable law.

Examples may include:

  • Used pet grooming or hygiene products.

  • Products that have been damaged through improper use.

  • Items specifically identified as non-returnable where legally permitted.

This exclusion does not affect any rights you may have under applicable consumer protection laws.

8. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

We will do our best to cancel the order before it is processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. In that case, you may request a return in accordance with this policy.

9. LATE OR MISSING REFUNDS

If you have not received your refund:

  1. Check your bank account or payment provider.

  2. Contact your bank or payment provider for any processing delays.

  3. Contact our customer support team if the refund remains outstanding.

We will assist you in checking the status of your refund.

10. IMPORTANT INFORMATION

PawHaven reserves the right to review return requests and reject fraudulent or abusive claims.

Nothing in this policy is intended to restrict or exclude consumer rights that cannot legally be waived.

We may update this policy from time to time. Any changes will be published on our website.

11. CONTACT US

For questions about returns, refunds, or exchanges, please contact:

Store: PawHaven

Email: [Your customer support email]

Website: [Your Shopify store URL]

We appreciate your trust in PawHaven and are always happy to help you and your pets.

PawHaven β€” Everything Your Pet Needs to Feel at Home. 🐾