Refund Policy

Eligibility

To be eligible for a return or refund, your request must meet the following conditions:

• Your request is made within 30 days of the delivery date
• The item is unused and in its original condition (for returns)
• You have proof of purchase (order number or confirmation email)

Items that are damaged, defective, or not as described are eligible for a full refund regardless of condition.

How to Request a Refund

To start a return or refund:

1. Email us at support@pawhaven.com with your order number and reason for the return
2. We'll respond within 1–2 business days with instructions
3. Ship the item back if required (we'll provide a return label for defective items)
4. Once we confirm the return, your refund will be processed within 3–5 business days

Refund Method

Approved refunds are issued to your original payment method. Processing time is typically 3–5 business days after we approve the refund, though your bank may take additional time to reflect the credit.

Damaged or Defective Items

If your item arrives damaged, defective, or significantly different from what was described, contact us immediately at support@pawhaven.com with photos. We will either send a replacement at no cost or issue a full refund — your choice.

Lost or Missing Packages

If your tracking shows delivered but you haven't received your package, please wait 2 business days (packages are occasionally marked delivered early). If it still hasn't arrived, contact us and we'll investigate with the carrier. If confirmed lost, we'll reship your order or issue a full refund.

Non-Returnable Items

The following items are not eligible for return:

• Items returned more than 30 days after delivery
• Items that have been used, washed, or altered
• Items returned without prior authorization from our support team

Order Cancellations

Orders can be cancelled within 12 hours of placement for a full refund. After 12 hours, orders may have already been submitted to our supplier and cannot be cancelled. Contact us as soon as possible at support@pawhaven.com if you need to cancel.

Return Shipping Costs

For defective or incorrect items, we cover all return shipping costs. For change-of-mind returns, the customer is responsible for return shipping. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

Contact Us

Our support team is here to help. Reach us at:
Email: support@pawhaven.com
Response time: Within 1–2 business days