Refund policy

Return and Refund Policy

Last Updated: November 3, 2026

At PetNestHaven, customer satisfaction is our priority. We want you to shop with confidence and enjoy a smooth, reliable shopping experience.

If you are not completely satisfied with your purchase, you may request a return or refund under the conditions outlined below.

1. 14-Day Right to Return

You have the right to cancel your order within 14 days from the date you receive your goods, without providing a reason.

To exercise this right, you must notify us of your decision within the 14-day period by contacting:

Email: contact@PetNestHaven.com

After notifying us, you have an additional 14 days to return the products.

2. Return Conditions

Returned products should be:

In their original condition.
Returned with their original accessories and packaging, where possible.
Properly packaged to prevent damage during transportation.

You may inspect products as you would in a physical store. However, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

These conditions do not affect your statutory rights regarding faulty or incorrectly supplied products.

3. Return Shipping Costs

For standard returns due to a change of mind, customers are responsible for return shipping costs.

However, PetNestHaven will cover reasonable return shipping costs when:

The product arrives damaged or defective.
The product does not match its description.
An incorrect item has been delivered.
The return is necessary due to an error on our part.

Please contact us before returning a defective or incorrect product so we can assist you with the return arrangements.

4. Refund Policy

Once we receive and inspect your returned item, we will process your refund.

Our usual refund processing target is within 7 days after the returned item has been received and inspected, subject to applicable statutory deadlines.

Refunds will be issued using the original payment method unless otherwise agreed.

For eligible cancellations, refunds will include the standard delivery cost originally paid, where required by law. Additional costs for premium delivery options are excluded where legally permitted.

Please note that your bank or payment provider may require additional time to display the refunded amount.

5. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect product, please contact our customer service team as soon as possible.

Please provide:

Your order number.
A description of the issue.
Photographs of the product, where applicable.

We will review your request and provide an appropriate solution in accordance with applicable consumer protection laws.

You will not be responsible for return shipping costs in these circumstances.

6. How to Request a Return

To request a return or refund:

Email contact@PetNestHaven.com.
Include your order number.
Explain your return request, if applicable.
Follow the return instructions provided by our customer support team.
Return the product within the applicable return period.

Please do not send products to an address other than the return address confirmed by our customer support team.

7. Exchanges

If you would like to exchange a product, please contact us at contact@PetNestHaven.com.

Exchange requests are subject to product availability and applicable consumer rights.

8. Non-Excludable Consumer Rights

Nothing in this policy affects your statutory consumer rights.

In particular, customers retain their legal rights concerning faulty goods, products that do not match their description and products that are not fit for their intended purpose.