Last updated: August 2026

At PetHavenSA, we want you and your furry family to be happy with your purchase. If there is a problem with your order, please contact us so we can help resolve it.

1. Returns

We accept returns for eligible products in accordance with the conditions outlined below.

To request a return, please contact us within 7** days of receiving your order**.

The item must generally be:

• Unused and in its original condition
• In its original packaging, where applicable
• Free from damage caused by misuse or improper handling
• Accompanied by your order number or proof of purchase

Some products may not be eligible for return due to hygiene, safety or other product-specific considerations.

2. Damaged or Defective Products

If your item arrives damaged, defective or unusable, please contact us as soon as possible after delivery.

To help us resolve the issue, please provide:

• Your order number
• A description of the problem
• Clear photographs or videos of the product
• Photographs of the packaging, where relevant

We will review the issue and determine the appropriate solution, which may include a replacement, refund or other suitable resolution.

3. Incorrect Items

If you receive an item that is different from what you ordered, please contact us as soon as possible.

Please provide your order number and photographs of the item received. We will investigate the issue and assist you with a replacement or refund where appropriate.

4. Return Shipping Costs

If the return is due to an incorrect, damaged or defective item, PetHavenSA will review the circumstances and advise you regarding return shipping.

For returns due to a change of mind, the customer may be responsible for the applicable return shipping costs.

5. Refunds

Once your return or refund request has been reviewed and approved, we will process the applicable refund.

Refunds will generally be issued to the original payment method used to place the order.

Please allow additional time for your bank or payment provider to process and reflect the refund in your account.

6. Refunds for Lost Orders

If your order is confirmed as lost during delivery, please contact us so that we can investigate the matter with the relevant delivery provider or supplier.

Where appropriate, we may offer a replacement or refund after the investigation has been completed.

7. Items That Cannot Be Returned

For health, safety and hygiene reasons, certain products may not be eligible for return.

This may include products that have been used, opened, damaged, customised or otherwise made unsuitable for resale.

Product-specific return restrictions may also apply.

8. Exchanges

We may offer exchanges for eligible products depending on the circumstances and product availability.

If you would like to exchange an item, please contact us before returning the product.

9. How to Request a Return or Refund

To request a return or refund, please contact us through our Contact Us page.

Please include:

Order number:
Product name:
Reason for the return/refund:
Photographs or videos, if applicable:

Please do not send products back without contacting us first, as we may be unable to process an unauthorized return.

10. Contact Us

If you have any questions about our Return & Refund Policy or need assistance with an order, please contact us through our Contact Us page.

We're here to help make your PetHaven shopping experience as easy and enjoyable as possible.