Shipping & Returns
General Terms:
Your Dogs Haven reserves the right to update the rules when necessary, and the updated version will be published on www.yourdogshaven.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Your Dogs Haven immediately. All customers or suppliers are deemed to accept the rules if they are using the services provided by Your Dogs Haven.
For after-sales issues, customers should file a return & refund request within 20 days of the delivery date. Before an order is shipped out, the customer has the right to apply to cancel the order by clicking the "request refund" button in Your Dogs Haven customer center, or by contacting customer service to cancel the order.
If the customer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, a prepaid return label will be sent within 3 business days to return damaged/broken goods. Your Dogs Haven will refund the customer when the return shows as in transit on the provided prepaid return label.
Any item returned for other reasons besides good being damaged may be subject to a restocking or repacking fee. This fee is charged by our vendors and shall not exceed 35% of order total price.
Once the customer submits the after-sales request, the customer needs to provide evidence (as the clause states below) to the supplier or Your Dogs Haven. If the customer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or Your Dogs Haven has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Your Dogs Haven.
Under Various Circumstances:
The customer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | Your Dogs Haven Rules |
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For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Your Dogs Haven will refund the order. |
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The Return & Refund request is made within the stated processing time. |
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For Shipped Orders | The Return & Refund request is made after the order has shipped. | No refund will be made. |
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If the package is sent back to the supplier during transit for any reason, and the customer applies for a refund, the Your Dogs Haven should process a refund within 3 business days of the refund request. Under the same cases, if the customer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
If the package/goods are destroyed in transit, and customer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of customer's refund request, or redelivery within 5 business days of the request.
If the customer puts wrong information on an order, the customer should contact Your Dogs Haven customer service to request to update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, Your Dogs Haven will make every effort to correct the information but may not be able to redirect the shipment.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the customer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), customer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the customer files a request on Your Dogs Haven, the supplier should check the proof and give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Your Dogs Haven is not showing the problem clearly, the proof is invalid, and the supplier/Your Dogs Haven has the right to reject the customer's refund request.
If the customer's proof shows a problem clearly after being checked by the supplier/Your Dogs Haven, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier should provide the customer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number customer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request. If proof is valid, and customer requests redelivery, the supplier should redelivery within 5 business days of proof approval. Please note suppliers have the right to refund order if the redelivery products have no stocks, or customers are able to reorder products when the products are restocked.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the customer shall contact us through the Contact Us page or contact the supplier through their Your Dogs Haven account with the order "Contact Message" option to solve the goods or logistics issue. Your Dogs Haven will try its best to assist customers in these special circumstances in a timely manner. After notifying Your Dogs Haven, Customers should expect a decision from Your Dogs Haven on these types of issues no later than two weeks.
If customers are unsatisfied with the solution of the order after-sale issues, customers have the responsibility to open a dialogue with Your Dogs Haven to help deal with any after-sale issues.
