Refund policy

Returns & Refund Policy

Last updated: 8 November 2026

At PawHaven, we want you and your pet to love your order. If something isn’t right, this policy explains how we’ll put it right.

30-day guarantee

You can request a return, replacement or refund within 30 days of the delivery date. After 30 days we’re unable to offer a return or refund, except where the law requires us to.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty, or isn’t what you ordered, we’ll fix it at no cost to you.

  1. Email us at PawHaven92@gmail.com within 30 days of delivery.
  2. Include your order number and clear photos showing the problem.
  3. We’ll offer you a free replacement or a full refund, whichever you prefer, subject to stock.

You don’t need to send the item back in these cases.

Changed your mind, or your pet doesn’t love it

You can return an unused item within 30 days of delivery for a refund of the item price. To be eligible:

  • The item must be unused, unwashed, clean and in its original condition and packaging.
  • It must be free of pet hair, odours and damage.
  • You must contact us first at PawHaven92@gmail.com so we can give you return instructions. Items sent back without contacting us can’t be processed.

Return shipping costs are your responsibility unless the item was faulty, damaged or incorrect. We recommend using a tracked service, because we can’t refund items lost in return transit. In some cases we may, at our discretion, offer a refund without requiring the item to be returned.

Items we can’t accept for change-of-mind returns

  • Items that have been used, washed, chewed or soiled
  • Items returned without our approval
  • Items returned after 30 days

Refunds

Once we’ve approved your refund, we’ll process it within 5 business days. It will be returned to your original payment method, and your bank or card provider may take a further 5 to 10 business days to show it. If you used a discount code or bundle offer, the refund will reflect the amount you actually paid. If you return only part of a bundle, we may adjust the refund so the remaining items are priced as they would have been without the bundle discount.

We offer free shipping on all orders, so there’s no shipping fee to refund.

Exchanges

If you’d like a different colour or size, email us. Subject to stock, we’ll arrange an exchange or you can return the item for a refund and place a new order.

Cancelling an order

We dispatch orders within 1 to 2 business days. If you’d like to cancel, email us as soon as possible with your order number. We can cancel orders that haven’t been dispatched. Once an order has been dispatched, you can return it under this policy.

Late or missing orders

Delivery takes 14 to 21 business days. If your order hasn’t arrived within that time, check your tracking link first, then email us with your order number. We’ll look into it and, if it’s lost, send a replacement or issue a refund. Please check that your shipping address was correct at checkout. We can’t change the address once an order has been dispatched, and we can’t refund orders delivered to the address provided.

Chargebacks

If you have a problem with your order, please contact us before you contact your bank or card provider. We’ll resolve it as quickly as we can.

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact us

Email PawHaven92@gmail.com with your order number and we’ll reply as soon as we can.