Refund policy

Refund Policy – Purrfect Haven

At Purrfect Haven, our goal is to offer high‑quality hydration products and exceptional customer support. Your satisfaction matters to us, which is why we provide a 30‑day guarantee. If you're not happy with your purchase for any reason, please reach out through our contact page.


Cancellation Policy

Order modifications or cancellations must be made within 24 hours of placing your order. After this window, your order may already be processing, and we may not be able to make changes.

If your cancellation is approved within 24 hours, your refund will be processed within 10 business days.


Return Policy

We offer a 30‑day return window for unused items in their original packaging.

We do not issue refunds for:

  • Used items

  • Worn items

  • Items damaged due to normal use or misuse

If an item is returned without approval or outside the 30‑day window, we reserve the right to apply a restocking fee of up to 25% of the purchase price.

How to Start a Return

To begin a return:

  1. Email us within 30 days of delivery

  2. Include your order number and reason for return

  3. Wait for approval before shipping anything back

Items must be:

  • Unused

  • In original packaging

  • Sent with your order number and the name used at checkout

Customers are responsible for return shipping costs unless the item arrived damaged. Shipping fees are non‑refundable.

Refund Processing

Once your return arrives, please allow up to 10 business days for inspection. If approved, refunds may take up to 40 business days depending on your financial institution.

All refunds are issued in USD ($). Customers are responsible for any currency conversion fees or international bank charges.


Product Concerns

We take product safety seriously and encourage responsible use of all Purrfect Haven products. Please follow all usage instructions and safety guidelines provided with your item.

Failure to follow proper usage may result in damage or injury, and refunds or replacements in such cases are granted at our discretion.

If your pet experiences discomfort or you have concerns about your product, discontinue use and contact us immediately through our contact page.


Damaged Items

We carefully package all products to prevent damage during shipping.

An item is considered “damaged” if:

  • It arrives broken

  • It has a manufacturing defect

Minor damage to packaging (such as dents or creases) is not considered product damage.

If your item arrives damaged:

  1. Contact us within 48 hours of delivery

  2. Attach a clear photo of the damage

We will determine eligibility for a free replacement.

We do not accept returns or issue refunds for items damaged through normal wear, misuse, or improper handling.


Shipping & Delivery

We aim to deliver your order promptly, but we cannot be responsible for delays caused by:

  • Couriers

  • Weather

  • Customs

  • Lost or stolen packages

  • Other factors outside our control

If you experience delivery issues, please contact the courier directly. We are not responsible for lost, stolen, or delayed packages.