Refund and Return Policy

At Paw Heaven, we want you and your pet to be completely satisfied with your purchase. If you are not satisfied for any reason, you may return the item(s) for a refund or exchange, subject to the following conditions:

1. Eligibility for Returns

   • Items must be returned within 30 days of the original purchase date.
   • Items must be unused, unworn, and in the same condition as when you received them, with all original tags and packaging intact.
   • Food items are non-returnable for hygiene and safety reasons, unless they are damaged or defective upon arrival.
   • Personalized or custom-made items are non-returnable, unless there is a manufacturing defect or error on our part.

2. How to Initiate a Return

   • Contact our customer support team at support@pawheaven.com to request a return authorization (RA) number. Please provide your order number and the reason for the return.
   • Once you receive the RA number, securely package the item(s) you are returning, along with a copy of the original packing slip or order confirmation.
   • Clearly write the RA number on the outside of the package.
   • Ship the package to the return address provided by our customer support team.

3. Return Shipping Costs

   • If the return is due to a defect, error on our part, or damage during shipping, Paw Heaven will cover the return shipping costs. We will provide you with a prepaid shipping label.
   • If the return is for any other reason (e.g., you changed your mind, the item doesn’t fit, etc.), you are responsible for the return shipping costs.

4. Refund Process

   • Once we receive your returned item(s), we will inspect them to ensure they meet the eligibility criteria outlined above.
   • If the return is approved, we will process your refund within 7-10 business days.
   • Refunds will be issued to the original payment method used for the purchase.
   • Please note that it may take additional time for your bank or credit card company to process the refund and post it to your account.

5. Exchanges

   • If you would like to exchange an item for a different size, color, or product, please contact our customer support team to arrange the exchange.
   • Exchanges are subject to product availability. If the item you want to exchange for is not available, we will issue a refund instead.
   • You may be responsible for the shipping costs associated with sending the original item back to us and receiving the exchanged item.

6. Damaged or Defective Items

   • If you receive a damaged or defective item, please contact us immediately upon receipt.
   • We may request photos or other documentation of the damage or defect to help us process your claim.
   • We will either replace the item or issue a full refund, including any shipping costs, depending on your preference and product availability.

7. Non-Returnable Items

   • As mentioned above, food items and personalized/custom-made items are generally non-returnable, unless they are damaged or defective upon arrival.
   • Gift cards are also non-returnable and non-refundable.

8. Contact Us

   If you have any questions or concerns about our refund and return policy, please contact our customer support team at support@pawheaven.com.