Refund & Return Policy

1. 30-day return window

You have 30 days from the date of delivery to request a return of your order. Returns requested after this period cannot be accepted.

2. Condition of returned items

Items must be unused, in their original condition, and returned in their original packaging with all tags, accessories, and documentation included. Items that show signs of use, damage, or missing parts may be refused or refunded only partially.

3. Return shipping costs

The customer is responsible for return shipping costs, unless the item is defective, damaged on arrival, or incorrect. In those cases, Pethaveno will cover the return shipping cost or send a prepaid label.

4. How to start a return

Email support@pethaveno.com with your order number, the item(s) you wish to return, and the reason for the return. We will reply with return instructions and the return address.

5. Refunds

Refunds are processed after inspection of the returned items. Once approved, the refund is issued to your original payment method, typically within 5–10 business days, depending on your bank or card issuer.

6. EU right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU. Our 30-day return policy extends this statutory right.

7. Non-returnable items

For hygiene and safety reasons, certain items cannot be returned once unsealed or used (for example, opened grooming products). Defective or damaged items are always eligible for a free replacement or refund.

8. Exchanges

The fastest way to get a different size, color, or variant is to start a return for the original item and place a new order.

9. Contact

For any return or refund questions, email support@pethaveno.com.