Return & Refund Policy

At PUPHAVENCO, your satisfaction—and your dog’s comfort—are our top priorities. If something isn’t quite right, we’re here to help.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

The item must be unused, unworn, and in the same condition as received
All original tags and packaging must be included
Proof of purchase (order confirmation or receipt) is required

2. How to Start a Return

To initiate a return, please contact us at:
support@puphavenco.com

If your return request is approved:

We will provide a return shipping label
You will receive detailed instructions on how and where to send your package

Important:
Items sent back without prior authorization will not be accepted.

3. Damages, Defects & Incorrect Items

Please inspect your order upon arrival.

If your item is:

Defective
Damaged
Incorrect

Contact us immediately at support@puphavenco.com so we can evaluate the issue and make it right as quickly as possible.

4. Exceptions / Non-Returnable Items

The following items are non-returnable:

Perishable goods (such as pet food, treats, supplements)
Custom or personalized products
Personal care or hygiene items
Hazardous materials, flammable liquids, or gases
Original shipping fees paid at checkout

We also do not accept returns for:

Sale items
Gift cards

If you’re unsure whether your item qualifies, please contact us before submitting a return request.

5. Exchanges

We do not offer direct exchanges.

The fastest way to receive a new item is to:

Return the original item (once approved)
Place a new order separately

This ensures quicker processing and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification.

Returned items must:

Be unused and in original condition
Include original packaging and tags
Be accompanied by proof of purchase

7. Refunds

Once we receive and inspect your return:

We will notify you of the approval or rejection
Approved refunds will be issued to your original payment method within 10 business days

Please note:

Banks and credit card providers may take additional time to process and post the refund
If 15 business days have passed since approval and you haven’t received your refund, please contact us at support@puphavenco.com

8. Refused Shipments & Dispute Resolution

If you wish to cancel an order or request a refund, please contact us at support@puphavenco.com immediately. Please do not initiate a chargeback with your bank, as this will delay the refund process significantly. We are committed to resolving legitimate issues directly and quickly.

9. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund yet, please contact us.