Return & Refund Policy

At PUPHAVENCO™, we want you to feel confident shopping with us. If something isn’t right, we’re here to help. Please review our return and refund guidelines below.

🔄 30-Day Return Policy

We accept returns within 30 days of delivery under the following conditions:

  • Item must be unused, unworn, and in original packaging.

  • All tags, accessories, and components must be included.

  • Returns must be approved by our support team before being sent back.

To request a return, please contact us:
📩 support@puphavenco.com

📦 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Used pet products

  • Items with signs of wear, damage, or pet hair

  • Personalized or custom-made products

  • Gift cards

  • Sale or clearance items (unless defective)

❗ Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Send us:

  • Your order number

  • A clear photo or video of the issue

  • A brief description of the problem

We will process a replacement or refund promptly.

📩 support@puphavenco.com

💰 Refunds

Once your returned item is received and inspected, you will be notified of your refund status.

If approved:

  • Refunds will be issued to your original payment method

  • Processing typically takes 3–7 business days, depending on your bank or payment provider

Shipping fees are non-refundable, except in cases where we shipped the wrong or defective item.

↩️ Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item arrived damaged

  • The wrong item was delivered

  • There is a verified quality issue

Please contact us before returning any items so we can provide the correct return address and instructions.

🚫 Order Cancellations

Orders can only be canceled within 12 hours of purchase.
Once your order is processed or shipped, it can no longer be canceled.

📍 Return Address

Please contact us BEFORE mailing any returns so we can confirm the correct warehouse and avoid delays.

Business Address:
Hong Kong Zhang Zhuang International Limited
FLAT/RM 2101E, 21/F, Tower 2
Hong Kong City, 33 Canton Road
Tsim Sha Tsui, Kowloon, Hong Kong

📞 Need Help?

If you have any questions about returns or refunds, our team is here to assist:

📩 support@puphavenco.com
📞 +1 (323) 417-9883

Thank you for choosing PUPHAVENCO™. We’re committed to ensuring you and your dog have the best experience possible.