Refund policy
At LavenPets, we're committed to providing high-quality pet products and ensuring you have a positive shopping experience. If you're not completely satisfied with your purchase, we're here to help.
14-Day Return Policy
We offer a 14-day return policy, which means you have 14 days from the date your order is delivered to request a return.
To qualify for a return, your item must:
- Be unused and in the same condition that you received it.
- Be returned in its original packaging with all accessories and tags included.
- Be accompanied by your order number or proof of purchase.
Returns that do not meet these conditions may not be eligible for a refund.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery so we can resolve the issue promptly.
Please include:
- Your order number
- A brief description of the issue
- Clear photos or videos of the product and packaging
Once reviewed, we'll arrange a replacement or issue a full refund at no additional cost.
Change of Mind Returns
If you change your mind after receiving your order, you may return your item within 14 days of delivery.
To be eligible:
- The product must be unused and in its original condition.
- All original packaging, manuals, and accessories must be included.
Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item.
Original shipping charges are non-refundable.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Used pet products
- Pet food or treats
- Personalized or custom-made items
- Gift cards
- Clearance or final sale items
- Products that have been damaged due to misuse or improper handling
Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome.
If your refund is approved, it will be processed to your original payment method.
Please allow 5–10 business days for your bank or payment provider to complete the transaction.
Order Cancellations
Orders may be cancelled only if they have not yet been processed or shipped.
Once an order has been been dispatched, it can no longer be cancelled and must follow our standard return process.
Lost or Missing Packages
If your package appears to be lost during transit, please contact our support team.
We'll work with the shipping carrier to investigate the shipment and determine the appropriate resolution, which may include a replacement or refund when applicable.
Exchanges
We currently do not offer direct product exchanges.
If you would like a different item, simply return your eligible product for a refund and place a new order.
How to Start a Return
To initiate a return, please contact our Customer Support team with:
- Order Number
- Full Name
- Email Address
- Reason for the return
- Photos or videos (if applicable)
Once your request is approved, we'll provide detailed return instructions.
Contact Us
If you have any questions regarding our Refund Policy or need assistance with your order, our support team is here to help.
Thank you for choosing LavenPets. We appreciate your trust and are dedicated to providing quality products that keep your pets happy, healthy, and comfortable. 🐾