Refund & Return Policy
We want you to have a smooth and worry-free shopping experience at PetHavvn.
If something isn’t right with your order, we’re here to help.
1. Damaged or Defective Items
If your item arrives damaged, defective, or not functioning as expected, we will gladly offer a replacement or full refund.
Please provide within 5 days of delivery:
- Clear photos of the product
- A short video showing the issue
- Photos of the packaging
Once verified, we will process your replacement or refund immediately.
2. Incorrect Item Received
If you receive the wrong product, size, or color:
✔ We will issue a free replacement or a full refund.
Please provide photos of the item received for verification.
3. Order Not Delivered
You are eligible for a full refund if your package:
- Never arrives
- Is marked as lost by the carrier
- Exceeds the estimated delivery window
This does not apply if the customer entered an incorrect or incomplete address.
4. Item Not as Described
If the item differs significantly from the description or product images:
✔ You may request a refund or replacement.
Evidence (photos or video) may be required to confirm the issue.
5. Cancellations
- Orders can be cancelled within 1 hour of purchase.
- After this period, orders begin processing and may not be eligible for cancellation.
6. Returns
Due to the nature of our fulfillment process, we do not require items to be physically returned.
If a refund or replacement is approved, you may keep or dispose of the product as you wish.
7. Situations Not Eligible for Refund
A refund cannot be issued in the following cases:
- Change of mind after the order has shipped
- Incorrect address provided by the customer
- Failure to receive the package due to customer unavailability
- No evidence provided for damaged/incorrect items
- Claims made more than 5 days after delivery
8. Shipping Fees
If the issue is caused by us (damaged, defective, wrong item):
✔ All shipping and replacement costs are fully covered by us.
If the issue is caused by customer error (wrong address, refusal of delivery):
❌ Shipping fees cannot be refunded.
9. Processing Time
Refunds are processed within:
⏳ 3–7 business days
Funds will be returned to your original payment method.
Need Help?
If you have any questions about your order or wish to file a refund request, contact us at:
We’re here to make things right. 💙🐾