Refund policy

Return & Refund Policy

We want every PawHaven customer to have a smooth experience.
To ensure safety, hygiene, and fairness, we follow the return and refund terms below:

Eligible for Return/Replacement

We offer a free replacement if your product is:

  • damaged

  • defective

  • or you received the wrong item

Refunds are issued only if a replacement is not possible.

Not Eligible

To maintain hygiene standards, we do not accept returns if:

  • the product has been used

  • the customer changed their mind

  • the product is not preferred anymore

We also do not accept returns for minor cosmetic box damage.

COD handling fees are charged for order processing and courier services and are independent of product usage or return eligibility.

Proof Required

To process any claim, customers must provide:

  • an unboxing video

  • showing the issue clearly

  • recorded from the moment of opening the package, with no cuts or edits

No video = claim cannot be processed.

Time Window

Issues must be reported within 48 hours of delivery.

After this timeframe, the product is considered accepted.

Refund Timeline

If a refund is approved:

  • it will be processed within 5–7 working days

  • credited to the original payment method

  • For Cash on Delivery (COD) orders, the ₹50 COD handling fee is non-refundable in case of returns, refusals, or cancellations.

Cancellation Policy

Orders can be cancelled before shipping.

Once shipped, cancellation is not possible.
For Cash on Delivery (COD) orders, refusal to accept delivery is treated as a cancellation after dispatch and is not eligible for any refund of the COD handling fee.