policy

Return & Refund Policy

Thank you for shopping at Pet Haven. Please read this policy carefully before making a purchase. By placing an order with us, you accept and agree to be bound by the terms and conditions outlined below.

1. Damaged or Broken Items

We take full responsibility for products that arrive damaged or broken during transit.

  • Our Solution: If your item arrives damaged, we will ship a brand-new replacement item to you completely free of charge. We do not offer monetary refunds for damaged items; our sole remedy is providing a replacement.

  • Requirements for a Claim: To qualify for a replacement, you must contact our customer support team at support@[pethavvenn.com within 48 hours of delivery. You must provide your order number and clear photographic or video evidence showing the damage or defect.

  • Fulfillment Partner Approval: Please note that all replacements are strictly subject to approval by our fulfillment partner, Zendrop. Once we submit your evidence, if Zendrop accepts the claim, your replacement will be processed immediately. If Zendrop denies the claim due to insufficient evidence or late reporting, we cannot offer a replacement.

2. Standard and Intact Items

We do not accept returns or issue refunds for items that are delivered in perfect, working condition. If the product matches your order, is fully functional, and arrives undamaged, all sales are final.

3. Change of Mind or Personal Preference

Please review product descriptions, sizes, and specifications carefully before completing your purchase. We do not offer refunds, returns, or exchanges if you or your pet do not like the product, if it does not meet your personal expectations, or if you simply change your mind after delivery.

4. Cancellation Policy

Once an order is placed, it is automatically sent to our fulfillment network (Zendrop) for processing. Therefore, we are unable to accommodate order cancellations or modifications after checkout. Please ensure all shipping and product details are correct before submitting your order.

How to Submit a Claim

If your package arrived damaged, please follow these steps to initiate a Zendrop-reviewed claim:

  1. Email us at support@pethavvenn.com with the subject line: “Damaged Item Claim - Order #[Your Order Number]”.

  2. Attach high-quality photos or a short video clearly showcasing the damage.

  3. Our team will review your submission and forward it to Zendrop. We will update you on the replacement status within 2–3 business days.