At PetHaven Paws, we understand how important your pet’s comfort and happiness are. That’s why we’ve designed our shipping and returns policies to be as pet-friendly as possible, ensuring you and your furry friends are completely satisfied with every purchase.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to suit your needs:

Standard Shipping (£12.95)
– Carrier: DHL or FedEx
– Delivery time: 10-15 business days after dispatch

Free Shipping (Orders over £50)
– Carrier: EMS
– Delivery time: 15-25 business days after dispatch

Note: Delivery times may vary slightly depending on your location and customs processing. We currently ship worldwide, excluding some Asian and remote regions.

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.

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Opened packages of Cat Food & Dog Food
  • Used or opened Cat Litter & Trays
  • Opened Cat Health & Dog Health products
  • Cat Treatment products

How to Return an Item

Step 1: Contact Us

Email our customer care team at [email protected] within 15 days of receiving your order. Use our Return Request Template below:

Subject: Return Request – Order #[Your Order Number]

Dear PetHaven Paws Team,

I would like to request a return/exchange for my recent order:

Order Number: [Insert your order number]
Product Name: [Name of product you’re returning]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]

Please advise on next steps for my return/exchange.

Best regards,
[Your Full Name]
[Your Email Address]

Step 2: Wait for Approval

We’ll respond within 2 business days with return instructions and an RMA (Return Merchandise Authorization) number.

Step 3: Package Your Item

Securely pack the unused item in its original packaging with all accessories included.

Step 4: Ship It Back

Send the package to our returns address using a trackable shipping method:

PetHaven Sales Store Returns
67 Garth Rd, Bangor, GB CH7G 1GA

Refund Process

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

Important Notes

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:

  • 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

Need Help?

Our pet-loving customer care team is happy to assist with any questions about returns or exchanges. Contact us at [email protected].

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.