Refund policy
Return & Refund Policy
At PetHaven, we want you to feel confident when shopping for your pet. If you experience an issue with your order, please contact us so we can review your request.
30-Day Return Window
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unused, in its original condition, and include the original packaging when applicable.
To start a return, please contact PetHaven before sending any item back.
Please do not return products to the address shown on the shipping package without receiving return instructions from us first.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
Include your order number and clear photos or videos showing the product and the issue.
We will review your request and provide the appropriate next steps.
Non-Returnable Items
For hygiene and safety reasons, used pet products may not be eligible for return.
Items that have been used, washed, damaged after delivery, or altered may not be accepted for return.
Sale or clearance items may be marked as final sale when clearly stated on the product page.
Return Shipping
Return shipping costs may be the responsibility of the customer unless the item arrived damaged, defective, or incorrect.
Return instructions and the applicable return location will be provided after your return request is approved.
Please do not send a return without prior authorization.
Refunds
Once an approved return is received and reviewed, we will notify you of the status of your refund.
If approved, the refund will be issued to your original payment method.
The time it takes for the refund to appear may vary depending on your bank or payment provider.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible.
We cannot guarantee cancellations or changes after an order has entered processing or has been shipped.
Lost or Missing Orders
If your tracking information shows an unusual delay or your package has not arrived, please contact us with your order number.
We will review the available tracking information and assist you with the next steps.
Contact Us
If you have questions about a return or refund, please contact PetHaven through our Contact page.