Return and Refund Process

Welcome to DogHav.com, where your furry friend's happiness is our priority. We've designed a tailored return and refund policy to ensure your satisfaction with every purchase. Please take a moment to familiarize yourself with our guidelines below. Should you have any questions or require assistance, our dedicated customer support team is just an email away at support@doghav.com

Returns and Exchanges

We offer you a generous 30-day window from the date of delivery to initiate a return or exchange. Your item must remain in pristine, like-new condition, devoid of any visible wear and tear. If the return or exchange isn't attributable to our error or covered by our manufacturer's defect warranty, you will be responsible for return shipping costs.

Order Cancellation

You have the liberty to request an order cancellation within 24 hours of placing your order. During this timeframe, we will strive to expedite your cancellation request and issue a full refund promptly. To cancel your order, please reach out to our customer support team with your order details.

Product Not Arrived

While we strive for prompt delivery within 3-5 days, encompassing 1 to 2 business days for preparation and shipment, we acknowledge external variables that may impact delivery times, such as inclement weather or customs delays. In the rare event that your products fail to arrive within the initial 10 days, please allow for an additional grace period of up to 7 days.

Should your products not arrive after a cumulative period of 17 days, inclusive of the initial estimated delivery duration and the additional 7 days, we will issue a 100% refund. We understand that unforeseen circumstances may arise, and we are committed to keeping you informed of any delays resulting from external factors.

Damaged on Arrival

If your product arrives in a damaged state, kindly capture visual evidence of the damage and forward it to our customer support team at support@doghav.com Upon verification, you will have the option to receive a replacement at no extra cost or obtain a full refund.

Defective/Broken Manufacturer's Fault

Please report any issues within 30 days of receiving the product. In the event of a product failure or detected defect within this timeframe, we will gladly provide you with a complimentary replacement or issue a full refund.

Change of Opinion

You have a 30-day window from the date of product receipt to initiate a return for unused items in their original packaging. Return shipping costs will be your responsibility. To commence the return process, kindly contact us at support@doghav.com

Exchange

You may initiate an exchange within 30 days of receipt for an unused product in its original packaging. You will bear the return shipping costs. For assistance with exchanges, please contact our support team at support@doghav.com

Wrong Product

If you receive an incorrect item, please notify us within 30 days of delivery, accompanied by a photograph of the item received. We will promptly replace the item at no additional cost or issue a full refund.

Warranty Policy

Manufacturer's Warranty - DogHav extends a one-year warranty from the date of purchase, covering defects arising from faulty material or workmanship. This warranty excludes damages caused by improper handling or deliberate misuse. DogHav is committed to rectifying any issues by repairing or replacing the product, at our sole discretion and expense. In cases of defective products, DogHav will provide a new replacement. Refunds are not part of the manufacturer's warranty; only replacements or repairs will be offered.

Returning an Item

Returning a product from DogHav.com is a seamless and customer-centric process. To ensure a smooth and hassle-free return and refund journey, kindly adhere to the steps provided below:

1. Review Return and Refund Policy: We encourage you to thoroughly review our Return and Refund Policy, accessible on our website. This policy holds essential details regarding eligibility criteria, timelines, and terms for returns and refunds, ensuring clarity and transparency.

2. Contact Customer Support: Once acquainted with our policy, please reach out to our dedicated customer support team via email at support@doghav.com or by phone to initiate the return process. Upon contact, you will be provided with a return ticket and a unique Return Merchandise Authorization (RMA) number. Please note that returns lacking a valid RMA number will not be accepted by our warehouse.

3. Package Preparation: Securely repackage the product(s) in their original packaging. Include all accompanying warranty cards, manuals, accessories, and protective materials. For a successful return, items must be packed in their original box with all original product packaging and accessories intact.

4. Complete Returns Form: Fill out the back of your invoice, detailing the reason for the return. Providing this information will facilitate the swift processing of your return.

5. Dispatch the Package: Place the completed returns form and RMA number inside the package. For added security, we recommend utilizing a registered delivery service that offers tracking and insurance coverage equivalent to the value of the parcel. DogHav cannot assume liability for returns lost during transit.

6. Include Proof of Purchase: Affix a copy of your original receipt or printed order confirmation email to the returns form. Returns lacking proof of purchase will be returned to the sender unless authorized in writing by DogHav.

7. Await Refund Processing: Upon receipt and processing of your return, you will receive an email notification regarding the status of your refund. Please note that shipping and handling charges are non-refundable, except in cases of product damage during transit or incorrect item shipment.

8. Shipping Recommendations: We advise utilizing a carrier that issues tracking numbers and requires a signature upon delivery for your return. Ensure adequate packaging, as we cannot accept responsibility for items damaged or lost in transit. Kindly refrain from employing padded envelopes for return shipments.

 

Refunds

Refunds will be processed via the original payment method used for the order. Expect to receive your refund within 4-7 business days after we receive the returned item. Please note that additional processing time by your bank or credit card company may be required for the refund to reflect in your account.

For inquiries or order-related concerns, our customer service department is available at support@doghav.com Monday to Friday, 8 am - 5 pm (AEST).

Contact Us

For any assistance, reach out to us at support@doghav.com

This policy outlines the procedures for returns, exchanges, cancellations, and scenarios involving product non-arrival, damage, defects, or receiving the wrong item. Your satisfaction is paramount to us, and we're committed to addressing any concerns promptly and efficiently.