Refund policy

PawsomeHaven — Return & Refund Policy

At PawsomeHaven, we want you and your furry friend to love every purchase. If something isn't quite right, we're here to help with a simple and transparent return process. This policy applies to customers in the United Kingdom, United States, and Canada, with certain additional statutory rights for UK customers noted separately below.

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return. Requests made after 30 days of delivery may not be eligible for a refund or exchange under this policy. This does not affect your separate statutory rights described in Section 4 below (UK customers only).

2. Return Eligibility

To qualify for a return, items must:

  • Be unused, unworn, unwashed, and free from pet hair or damage
  • Be returned in their original packaging with all tags attached
  • Be accompanied by proof of purchase or a valid order number

Non-Returnable Items

The following items are not eligible for change-of-mind returns:

  • Personalized or custom-made products
  • Opened pet food, used grooming tools, feeding accessories, or hygiene-related products unless defective upon arrival
  • Gift cards
  • Clearance or final sale items

This list applies to change-of-mind returns only. If any of the above items arrive faulty, damaged, defective, or incorrect, your rights under Section 4 still apply regardless of the item's category or your country.

3. How to Request a Return

To start a return, contact us at:

Email: info@pawsomehaven.store

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return request

As part of our fulfilment process, some products may be shipped directly from trusted international fulfilment partners. In certain cases, we may issue a replacement or refund without requiring the item to be returned.

For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed by us.

Returns may be directed to a different return address provided by our support team. Please contact us before sending any items back.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and provide clear photos of the issue.

Once verified, we will offer one of the following at no additional cost, including covering any return shipping required:

  • A replacement item
  • A full refund
  • Store credit (if preferred)

If you are a consumer in the UK, nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose. These rights, including your short-term right to reject faulty goods within 30 days of delivery and your ongoing rights to a repair, replacement, price reduction, or refund beyond that period, continue to apply regardless of the timeframes set out in this policy.

5. Exchanges

If you need a different size, color, or style, please contact us first. Where applicable, we may arrange an exchange or guide you through the return and repurchase process.

5A. Consumer Cancellation Rights (UK Customers Only)

If you are a consumer in the United Kingdom, you generally have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right, please contact us at info@pawsomehaven.store before the end of the 14-day cancellation period.

Items must be returned in accordance with applicable consumer protection laws. Refunds will be processed after the returned goods are received or evidence of return is provided.

6. Refund Processing

Once your return or refund request is approved:

  • Refunds will be issued to the original payment method
  • Processing typically takes 5–10 business days depending on your bank or card provider
  • Original shipping charges are non-refundable unless the return is due to our error

If you are exercising your statutory right to cancel an order within 14 days under the Consumer Contracts Regulations 2013 (UK customers only), your standard delivery charges will also be refunded, in addition to the price paid for the goods.

Contact Information

PawsomeHaven
Email: info@pawsomehaven.store
Phone: +44 7908 759356
Business Address: Flat 17 Myriad House, 6 Salutation Gardens, London, WC1X 0EE, United Kingdom
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)