Last Updated: September 11, 2026

At Paw Heaven, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be eligible to request a return or refund in accordance with this policy.

1. Return Period

Customers may request a return within 30 days of receiving their order.

Items returned after the specified return period may not be accepted unless otherwise required by applicable law.

2. Return Conditions

To be eligible for a return, the product should generally be:

• Unused and in its original condition.
• In its original packaging where applicable.
• Complete with any included accessories or documentation.
• Free from damage caused by improper use.

3. Items That May Not Be Returned

Certain products may not be eligible for return for hygiene, safety, or other applicable reasons.

• Used hygiene or grooming products.
• Opened products where health or hygiene restrictions apply.
• Personalized or customized products.
• Products marked as final sale.

4. How to Request a Return

To request a return, please contact our customer support team with your order number and a brief explanation of the reason for the return.

Our team will review your request and provide return instructions if your item qualifies.

5. Return Shipping

Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer protections, return shipping costs may be the responsibility of the customer.

We recommend using a tracked shipping service when returning an item. Paw Heaven is not responsible for items lost during return shipping when the customer is responsible for arranging the return.

6. Damaged or Incorrect Items

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

We may request photographs or other information to help us assess the issue.

Depending on the circumstances, we may offer a replacement, exchange, or refund.

7. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method.

Processing times may vary depending on your payment provider or financial institution.

8. Partial Refunds

In certain circumstances, a partial refund may be offered if an item has been returned with missing accessories, packaging, or other components, where permitted by applicable law.

9. Sale Items

Sale or promotional items may be subject to different return conditions. Any applicable restrictions will be stated on the product page or at checkout.

10. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

We cannot guarantee that an order can be cancelled after it has been processed or shipped.

11. Australian Consumer Rights

Nothing in this policy is intended to remove, restrict, or replace any rights you may have under applicable Australian consumer protection laws.

12. Contact Us

If you have any questions about our Return & Refund Policy, please contact us.