Return & Refund Policy

At Havenesh, we want you (and your dog) to be completely satisfied with your purchase. Every accessory we make is designed to be both practical and artful. Because the right fit matters, our return process is intended to be thoughtful and personalized.

1. Return Window

You may request a return within 30 days of the delivery date (the date you receive your item).

2. Return Eligibility

To be eligible for a return:

  • The item must be unused, clean, and in original condition.
  • Please ensure your dog is clean when trying on collars or apparel. We do not accept items that show signs of wear, dirt, hair, odor, stains, or damage.
  • Items must be returned with any original packaging, tags, or included components (if applicable).

3. How to Start a Return (Return Authorization Required)

To request a return, please email us first at [email protected]. We will provide:

  • a return authorization approval, and
  • the correct return address and instructions.

Returns sent without authorization, or returned to an old/original address without confirmation, may not be processed.

4. Return Shipping Costs

Unless the return is due to a confirmed defect (see Section 8), return shipping costs are the customer’s responsibility. We recommend using a trackable shipping method. Havenesh is not responsible for return packages lost or damaged in transit.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be issued to the original payment method used for the purchase.

Refunds are typically processed within 7 business days after we receive and inspect the returned item. Please note that it may take additional time for your bank or payment provider to post the refund to your account.

6. Non-Refundable Charges (Duties, Taxes, and Fees)

Please note that original shipping fees are not refundable. In addition, any local customs duties, import taxes, or “handling/processing fees” paid at the border are non-refundable, as these charges are imposed by government authorities.

7. Exchanges

We do not offer direct exchanges at this time. If you need a different size or style, please request a return (if eligible), and place a new order.

8. Defective Items (Workmanship Issues)

In the rare event of a craftsmanship or workmanship defect, Havenesh will cover all reasonable costs and will arrange a prompt repair or replacement, regardless of your location.

If you believe your item is defective, please contact us at [email protected] with:

  • your order number,
  • a brief description of the issue, and
  • clear photos of the defect.

9. Return Condition Review

All returns are subject to inspection. If an item is returned in a condition that does not meet our eligibility requirements (e.g., worn, used, dirty, damaged, or missing parts), we may refuse the return and/or send the item back to you (additional shipping fees may apply).

10. Contact Us

If you have questions about this Return & Refund Policy or would like to request a return authorization, please contact:

11. Policy Updates

We may update this policy from time to time to reflect changes in our practices or legal requirements. The latest version will be posted on this page.