Refund & Returns Policy
REFUND & RETURNS POLICY
Paw Heaven London
Returns are accepted within 30 days of receipt. Return shipping costs are the responsibility of the customer. Returns are sent to our central warehouse in Asia.
30 days
Return period
14 days
Right of withdrawal
Customer's responsibility
Return shipping costs
RETURNS ARE NOT FREE — RETURN SHIPPING COSTS APPLY
RETURN POLICY
Can I return my order?
Yes, it is possible. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. For a return to be accepted, the order must meet all of the following conditions:
1
The order still contains all necessary parts and components, and the packaging has arrived in the same condition as the product.
2
Normal use of the product is assumed. Damage resulting from negligent use is not covered.
3
Products for which hygiene is important have been properly cleaned before the return process begins.
4
The product defect was identified immediately after receipt.
5
We reserve the right to charge the customer for the return shipping costs.
6
The return will be processed within 7 business days. If the conditions are met, it will be officially accepted within this period.
We reserve the right to refuse returned items if we suspect that they have been used or damaged through the customer's fault.
HOW TO RETURN YOUR ORDER
If your order meets the conditions above, follow the steps below to initiate the return process:
1 — Email
Send an email to:
with the subject "Return Request".
2 — Information
Make sure your email contains:
- Order number;
- Reason for the return request;
- A photograph of the product if it is damaged;
- Customer's first and last name;
- Customer's address.
3 — Wait
We will contact you and provide you with the correct return address.
Do not send the product back to the sender — wait for the return address that we will provide to you.
4 — Shipping
The customer is responsible for the return shipping costs for sending the product to our central warehouse in Asia.
NEVER send a return to the sender — always wait for the return address that we will provide to you.
A. CANCELLATION CONDITIONS — RIGHT OF WITHDRAWAL
The consumer has the right of withdrawal in accordance with the following provisions, where the consumer is a natural person entering into a legal transaction for purposes that are predominantly unrelated to their commercial or professional activity.
Cancellation Period
Cancellation period
14 DAYS
starting from the day on which the customer or a third party designated by the customer received the last products.
Because we operate with a fully automated system, orders are processed immediately after they are placed. Therefore, it is not possible to interrupt the shipping process until delivery.
A refund cannot be made after receipt of the products without the products being returned.
To exercise your right of withdrawal, you must inform Paw Heaven London by means of a clear statement (for example, by email) of your decision to withdraw from this contract.
The withdrawal is completed when we receive the products.
The costs of returning the products are borne by the buyer.
ORDERS IN TRANSIT
Because our products are shipped from Asia, longer delivery times may occur, over which we have no control.
If the products are already in transit, cancellation of the order is not possible.
Please wait until you receive the products and then return them.
You may inform us in advance of your cancellation.
To ensure that a return is processed as quickly as possible, please send us shipping confirmation immediately after the product has been returned.
CONSEQUENCES OF WITHDRAWAL
What we refund
- All payments received;
- Except for additional delivery costs;
- Refund within a maximum of 14 days;
- Using the same payment method used for the original transaction.
What we DO NOT refund
- Return shipping costs;
- Additional delivery costs (if a more expensive delivery method was selected);
- Damage caused by improper handling;
- The refund is made after receipt and inspection of the products.
ALL RETURNS
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
Paw Heaven London
Email: info@pawheavenlondon.com
Website: pawheavenlondon.com
CONTACTEAZĂ-NE
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