Refund policy
We want you and your pet to love your Haven & Hound purchase. If it's not quite right, you can return it within 30 days of delivery for a full refund. Return shipping is free.
Eligibility
To be eligible for a return, your item must be:
- Returned within 30 days of the delivery date
- Unused, clean, and free of pet hair, odours, or damage
- In its original packaging, with all parts and accessories included
For hygiene reasons, we're unable to accept returns of items that show signs of use by a pet.
How to Start a Return
- Email us at support@havenandhound.com with your order number and the item(s) you'd like to return.
- We'll reply within 2 business days with your return instructions and a free prepaid return shipping label.
- Pack the item securely in its original packaging and drop it off with the carrier.
Please don't send items back without contacting us first. Returns sent without a return authorization can't be accepted.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within [5–7] business days. Please allow extra time for your bank or card provider to process it. This usually takes another 5–10 business days.
Exchanges
Want a different colour instead? Just let us know when you contact us. We'll arrange the exchange, subject to availability.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, email us within 7 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a full refund. You won't need to return the damaged item unless we ask.
Late or Missing Refunds
If you haven't received your refund after the timeframe above, first check with your bank or card provider. If you still haven't received it, contact us at support@havenandhound.com and we'll look into it.
Questions?
We're always happy to help. Reach us at support@havenandhound.com and we'll reply within 2 business days.