Refund policy

At Pawhaven, we have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

Return eligibility

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

How to start a return

To start a return, contact us at support@pawhaven-shop.com.

If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Please follow the return address provided in your return instructions. Do not send your package to our business or warehouse address without prior approval.

You can contact us at support@pawhaven-shop.com with any questions about returns.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions and non-returnable items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get the item you want is to return the item you have. Once your return is accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved. If approved, you will automatically receive a refund to your original payment method within 10 business days. Please remember that your bank or credit card provider may need additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@pawhaven-shop.com.

This policy does not limit rights or remedies that cannot be excluded under applicable law.

Contact information

Store name: Pawhaven
Business name: Servet Altinkaynak
Business address: Landwehrstr. 8, 59192 Bergkamen, Germany
Warehouse address: 4416 N Broadway, St. Louis, MO 63147, USA
Email: support@pawhaven-shop.com

Customer support hours:
Monday–Friday: 9:00 AM–5:00 PM (GMT)
Saturday–Sunday: 11:00 AM–4:00 PM (GMT)

We typically respond to inquiries within 24 hours.