At pethavenspace, we are committed to operating a transparent and compliant retail infrastructure. This Refund and Return Policy outlines the statutory rights and corporate procedures governing order cancellations, non-conforming items, and refunds for customers purchasing our pet bedding products within Europe.
Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In strict accordance with European Union consumer protection directives, consumers residing within the European Economic Area (EEA) possess a statutory 14-day Right of Withdrawal.
The Withdrawal Window: You have the legal right to cancel your purchase contract without assigning any justification within 14 days from the calendar day on which you, or a third party nominated by you (other than the carrier), physically receive the goods.
Notification Procedure: To exercise this right, you must communicate your decision to cancel the contract by delivering an unambiguous, written statement via email to our customer support team at pet@pethavenspace.com before the 14-day window expires.
Return Allocation and Address: Upon receiving your formal cancellation notice, our team will provide you with standard return instructions. European consumers must return the physical merchandise to our designated European processing facility located at: 224 Pukenui Road, Rd 2, Kaiwaka, 0573, New Zealand.
Return Conditions: Items returned under the statutory right of withdrawal must be sent back in their original, un-utilised condition and original packaging. The direct costs associated with returning the physical merchandise are the responsibility of the consumer unless otherwise specified.
Defective, Non-Conforming, or Damaged Items
We maintain rigorous operational oversight over our fulfillment workflows. However, if a product arrives with manufacturing flaws, defects, or structural damage sustained prior to physical delivery, the following simplified resolution framework applies:
Reporting Requirements: You are required to contact our support team via email (pet@pethavenspace.com) within 14 days of receipt. Your communication must include a clear description of the defect alongside clear photographic evidence illustrating the damage or non-conformity.
Resolution Pathway: Upon satisfactory verification of the photographic evidence by our support team, we will process a complete refund of the purchase amount or arrange a replacement shipment at no additional cost. You are not required to return the physically damaged or defective item to our facility once the photographic proof is verified.
Delivery Delays and Non-Receipt of Goods
We partner with premium express courier networks, utilizing priority services through DHL, FedEx, and UPS, with a standard estimated transit timeframe of 6 to 10 working days across Europe.
Our automated systems transmit milestone notifications to your registered email address at critical intervals, including initial order dispatch, arrival at intermediate hubs, and local delivery assignment.
If your consignment fails to arrive within the standard delivery window, please notify us at pet@pethavenspace.com. We will launch an official operational inquiry with the carrier. Based on the objective findings of that investigation, we will issue a full refund or arrange a replacement shipment.
Refund Execution and Payment Modalities
Processing Framework: Approved refunds are initiated systematically by our accounting department. Remittances are returned exclusively to the original instrument or source of payment utilized at checkout.
Payment Modalities: Refunds will be returned to the exact payment method used during the transaction, which includes credit and debit instruments issued by Visa, Mastercard, and American Express, as well as digital electronic wallets including Apple Pay and Google Pay.
Timeframe: Once processed from our interface, the reflection of funds depends on the standard processing cycles of your financial institution.
Corporate Identity & Registered Information
For formal inquiries regarding our cancellation or refund protocols, please reference our official corporate details:
Brand Name: pethavenspace
SMARTPETS LIMITED
