Refund policy
At Pet's Heaven, we craft each pet bed with special care so it becomes your pet’s favorite rest spot. If your purchase doesn't meet your expectations, we offer a clear and transparent return policy.
🗓️ Return Period
You may return a product within 14 calendar days of receiving your order.
✅ Return Conditions
To be eligible for a return, the item must:
-
Be unused and free from pet hair or signs of wear
-
Be in its original condition and packaging
-
Have all tags, labels, and branding intact
-
Be returned together with the personalized order receipt that you received with your package
📦 Return shipping costs are the responsibility of the customer
🚫 Personalized or custom-made products are non-refundable
💳 Refund Processing
Once we receive and inspect your returned product, we will issue a refund to your original payment method within 14 business days.
Refunds are processed using the same payment method used during checkout.
⚠️ Non-returnable Items
-
Products that show signs of use, pet hair, or odors
-
Items damaged by pets (biting, tearing, scratching)
-
Custom-made products or items with name embroidery or personalization
🛡️ Product Warranty
In accordance with EU consumer protection law, all PetsHeaven products come with a warranty of up to 24 months, covering material or manufacturing defects.
Component Warranty Breakdown:
| Component | Warranty Period | Coverage Details |
|---|---|---|
| Fabric upholstery | 24 months | Covers structural flaws under proper care and washing. Excludes damage caused by pets. |
| Filling materials | 12 months | Covers deformation or collapse under normal usage. |
| Stitching, threads, hardware | 12 months | Covers defective seams, broken threads, and faulty fastenings. |
| Wooden base | 24 months | Covers cracking, warping, or delamination under proper storage conditions. |
| Zippers, Velcro straps | 6 months | Covers breakage under normal use. Excludes damage due to force or pet actions. |
🔍 Warranty does not cover:
-
Natural wear and tear
-
Damage caused by pets (chewing, scratching, contamination)
-
Incorrect washing or drying
-
Unauthorized repairs or modifications
🛠️ How to File a Warranty Claim
Please email us at globalpetsheaven@gmail.com and include:
-
Your order number
-
A brief description of the issue
-
Photos showing the defect or damage
-
(Optional) A photo of the product label or tag
Our team will review your claim and respond with further instructions within 1–2 business days.
📩 How to Initiate a Return
To begin the return process, contact us at globalpetsheaven@gmail.com with:
-
Your order number
-
Reason for the return
-
Photos of the item (if applicable)
🛑 Pet's Heaven reserves the right to reject any return or exchange if the above conditions are not met.