Refund policy

PAWHAVEN — RETURN & REFUND POLICY Effective: May 2025 | Version 1.0

At PawHaven, your satisfaction is our priority. Please read this policy carefully before placing your order.

  1. Return window
  • Defective or damaged product: 30 days from confirmed delivery
  • Wrong item received: 30 days from confirmed delivery
  • Package never arrived: 45 days from order date
  • Change of mind: 14 days from confirmed delivery
  1. We ACCEPT returns for:
  • Products with visible manufacturing defects, documented with photos
  • Wrong item sent (incorrect color, model, or size sent by supplier)
  • Products damaged during shipping, with photo evidence
  • Orders that never arrived within the maximum delivery window

We DO NOT accept returns for:

  • Change of mind after 14 days
  • Items used, washed, altered, or damaged by customer
  • Minor color differences due to screen calibration (up to 15% normal)
  • Incorrect size when customer did not follow size guide
  • Pet accessories in direct contact with animals (hygiene)
  1. How to request a return
  2. Email support@pawhaven.com — Subject: RETURN-[order number]
  3. Include: order number, issue description, clear photos
  4. Wait 48 business hours for response
  5. Do NOT ship without written authorization (RMA)
  6. Ship to address provided in authorization email
  7. Return shipping costs
  • Manufacturing defect → PawHaven pays
  • Wrong item (our error) → PawHaven pays
  • Damaged during shipping → PawHaven pays
  • Change of mind → Customer pays
  • Wrong size (customer error) → Customer pays
  1. Resolution options
  • Full refund: 5–10 business days to original payment method
  • Replacement: reship correct product at no extra cost
  • Store credit: 110% of product value, never expires
  • Partial refund: 20–50% for minor damage, subject to photo review
  1. Refund without physical return Products under $20 USD may receive full refund without return. Customer keeps the item.
  2. Non-returnable items
  • Pet accessories used or in direct contact with animals
  • Personalized or custom-made products
  • Digital items or activated software
  1. Processing times
  • Credit/debit card: 5–10 business days
  • PayPal: 3–5 business days
  • Store credit: immediate
  1. Contact
  • Email: support@pawhaven.com
  • Hours: Monday–Friday, 9AM–6PM EST
  • Response: within 48 business hours