Returns & Exchanges

At PetHaven Paws, we want every pet parent to be completely satisfied with their purchases. If you or your furry friend aren’t happy with an item, we’re here to help with our straightforward returns and exchanges process.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition – unused, unopened, and with all tags attached.

How to Return an Item

Follow these simple steps to return your pet product:

1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our Return Request Template below.
2. Wait for Approval: We’ll respond within 2 business days with return instructions and an RMA number.
3. Package Your Item: Securely pack the unused item in its original packaging with all accessories.
4. Ship It Back: Send the package to our returns address (provided in your approval email) using a trackable shipping method.

Return Request Template

Refund Process

Once we receive and inspect your return:

• Timing: Refunds are processed within 5-7 business days after we receive your return.
• Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges (subject to availability):

1. Follow the same return process above, clearly stating you’d like an exchange.
2. Once we receive your return, we’ll ship the replacement item.
3. You’ll be responsible for any price difference and additional shipping costs.

Damaged or Defective Items

If your pet product arrives damaged or defective:

• Contact us immediately at [email protected] with photos of the damage.
• We’ll arrange for a replacement or refund at no additional cost to you.
• In some cases, we may ask you to return the damaged item.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

International Returns

For our global customers (excluding some Asian and remote regions):

• All return shipping costs are the customer’s responsibility.
• Customs fees and import duties are non-refundable.
• Please mark the package as “Returned Goods” to avoid additional customs charges.

We appreciate your trust in PetHaven Paws for your pet care needs and promise to handle every return with the same care we’d want for our own pets’ supplies.