Returns & Refunds
Clear policies. No surprises.
How refunds are handled at Pet Haven & Essentials. Spelled out before you commit, with no fine print games.
At A Glance
How our refunds work, in four lines.
Eligibility, timing, and the people behind every case.
Eligibility
Health-based protection during the first 30 days, reviewed against documented vet evidence.
Processing Time
Approved refunds are typically issued within 7 to 14 business days to the original payment method.
Conditions
Each case is reviewed individually against vet records, handover notes, and the agreement on file.
Support
Real people walk you through every step. No call centres, no scripts, no friction.
Refund Eligibility
What is and what is not eligible.
Honesty up front so there are no surprises later.
ELIGIBLE
Cases we cover
We cancel the adoption before pickup or delivery
Significant misrepresentation in the puppy's details by us
Your application is declined by us after the deposit was placed
Documented breach of any written guarantee we have provided
Vet-confirmed health condition within the 30-day Health Guarantee window
NOT ELIGIBLE
Outside the policy
Indirect costs not pre-agreed with us in writing
Change of mind after the puppy has been handed over
Claims without a licensed veterinarian's written diagnosis
Issues first reported after the 30-day window has passed
Conditions caused by the puppy's new environment, diet, or care
Payment Terms
How deposits and balances are handled.
Three rules that govern every payment, whatever the puppy.
Deposit
Required to reserve a puppy. Refundable if your application is declined by us.
Balance
Due before pickup or delivery and settles the adoption agreement.
Processing
All payments are handled by certified third-party processors. We do not store full card details ourselves
Refund Process
Step by step, from request to resolution.
The exact path every refund request follows.
Submit Request
Email us or use the contact form within 31 days of handover.
Document Review
We compare your vet diagnosis and records to our handover notes.
Resolution Offer
Vet cost help, a replacement puppy, or a refund. You choose what fits best.
Funds Returned
Approved refunds are issued to the original payment method, with written confirmation.
Refund Options
Three ways we settle a covered case.
Pick the resolution that suits the situation, the family, and the puppy.
Eligibility clearly met
Full Refund
Approved refunds are typically processed and issued within 7 to 14 business days to the original payment method.
Some costs already incurred
Partial Refund
Where elements such as transport, vet prep, or paperwork remain billable.
Equivalent value match
Replacement Puppy
Where a covered claim arises and the family would prefer a replacement to a refund.
Processing Time
6 to 14 business days, in most cases.
Approved refunds are typically processed and issued within 7 to 14 business days to the original payment method.
Cancellation Policy
Where you stand at each stage.
.Cancellations land differently depending on how far the adoption has progressed.
Before Deposit
No commitment yet. You can step away at any time, no questions asked.
After Deposit, Before Approval
Refundable if we decline your application. Non-refundable if you choose to cancel.
After Approval, Before Handover
Limited refund based on costs already incurred (transport booked, vet prep, etc.).
After Handover
Health Guarantee terms apply. See the Health Guarantee policy for full coverage.
Non-Refundable
Cases that fall outside refund cover.
A short list of situations where a refund cannot be issued. Local consumer protection law overrides anything below if it grants you stronger rights.
Voluntary cancellation after a deposit was committed to a confirmed match
Travel or transport costs already incurred on your behalf
Personal items shipped with the puppy at the family's request (collar, harness, etc.)
Cases where required documentation is not provided within a reasonable window
Where consumer protection law in your jurisdiction grants stronger rights, those still apply
Keep Reading
Other policies you might want.
Shipping & Delivery
How every puppy travels safely to your doorstep
Return & Refund
How and when we handle refunds
Privacy Policy
What info we collect & how it is used
Terms & Conditions
The agreement between you and Pet Haven
