Refund policy

Return & Refund Policy

We want you and your pet to be completely happy with your PawHaven order. Please read our policy below before making a purchase.

Our policy window

You have 30 days from the date your order is delivered to contact us regarding any issues. After 30 days we are unfortunately unable to offer a refund or replacement.

Eligible for a full refund or free replacement

We will offer a full refund or send a free replacement if:

Your item arrived damaged or defective
You received the wrong item
Your order never arrived (after the estimated delivery window has passed)

Please send us a photo or video of the issue to info@pawhavenstore.online so we can resolve it quickly.

Not eligible for a refund

Change of mind after the order has been placed
Incorrect size or colour ordered by the customer
Items that have been used or washed
Delays caused by customs or shipping carriers

Returns

Due to the nature of our business, we do not require you to return the item in most cases. If a return is required, we will provide you with instructions and cover the return shipping cost only if the item is defective or incorrect.

Refund processing

Once your refund is approved, it will be processed back to your original payment method within 5–10 business days. Processing times may vary depending on your bank or PayPal account.

How to contact us

For any questions or to submit a claim, please email us at info@pawhavenstore.online with your order number, a description of the issue, and any relevant photos. We aim to respond within 1–2 business days.