Refund policy

Return and Refund Policy

We want you and your pet to be completely satisfied with your purchase. If you are not satisfied, we offer a straightforward return process in compliance with European Union consumer protection laws.

14-Day Right of Withdrawal For orders shipped to the European Union, you have the right to return your item within 14 days of receiving it, without providing any reason. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

How to Initiate a Return To start a return, you must contact us at Support@mypawheaven.com. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs (Important) Please note that the customer is strictly responsible for paying all return shipping costs. Our central fulfillment warehouses are located internationally (in Asia). Therefore, return shipping fees to our international warehouse may be significant. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Damages and Issues Please inspect your order immediately upon receipt. If your item is defective, damaged, missing parts, or if you receive the wrong item, please contact us within 48 hours of delivery at Support@mypawheaven.com with clear photo or video evidence. Once the issue is evaluated and confirmed, we will gladly send a free replacement or process a full refund to the original payment method.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, including:

  • Perishable goods (e.g., food, treats)

  • Custom or personalized products

  • Personal care and grooming items for pets (for hygiene reasons)

  • Sale items or gift cards

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at Support@mypawheaven.com .