Refund policy

Return and Refund Policy

At Nina Pet Haven, we carefully prepare and inspect every order before shipment. We want you and your pet to have a positive shopping experience.

30-Day Return and Refund Period

We provide a 30-day return and refund period beginning on the date your order is marked as delivered by the shipping carrier.

Please contact us within 30 days after the tracking status shows that your order was delivered. Once this 30-day period has passed, we cannot accept return or refund requests.

When Are Returns or Refunds Available?

Returns or refunds are available only when:

  • Your item arrives damaged;
  • You receive the wrong item; or
  • Your order is not delivered because of a shipping or delivery problem.

For damaged or incorrect items, please contact us as soon as possible with your order number, a description of the issue, and clear photographs or videos.

If You Change Your Mind

We want you to feel confident when shopping with Nina Pet Haven. However, we are unable to accept returns or provide refunds when an item arrives safely and as described, but you simply change your mind, no longer need the item, order the wrong size or color, or find the product at a lower price elsewhere.

This policy helps us manage international shipping, fulfillment, handling, and return costs while keeping our product prices as fair as possible.

To help avoid disappointment, we kindly recommend checking the product description, size, measurements, specifications, and images carefully before placing your order. If you have any questions about a product, our customer support team will be happy to help you before you purchase.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please contact us within 30 days after delivery.

Depending on the circumstances, we may offer:

  • A replacement item;
  • A refund; or
  • Another suitable solution.

We may ask you to provide photographs, videos, packaging details, or other information so that we can investigate the issue with our shipping and fulfillment partners.

Please do not return an item before receiving return instructions from us. Unauthorized returns may not be accepted or refunded.

Orders Not Delivered

If your order has not arrived, please check the tracking information and contact the shipping carrier if necessary.

If the order is confirmed as lost, undelivered, or returned to us because of a shipping problem, please contact us as soon as possible. We will review the situation and determine whether a replacement or refund is available.

A refund may not be available if delivery failed because of an incorrect or incomplete address, refusal to accept the package, failure to collect the package, or another issue caused by the customer.

Refund Processing

If your return request is approved, you may be asked to send the product back to our supplier for inspection.

Once the returned product has been received and verified by the supplier, and the issue matches the problem you described, the approved refund will be issued to your original payment method or bank account.

The refund may take several business days to appear, depending on your bank, payment provider, and country. Shipping fees, customs duties, taxes, and other delivery-related charges may not be refundable unless required by applicable law.

Starting a return

Please do not send an item back before contacting us and receiving return instructions.

To request a return or exercise an applicable right of withdrawal, email us at support@ninapethaven.com or contact us through our Contact Us page.

Please include:

  • Your order number
  • The email address used to place the order;
  • The item you wish to return
  • A description of the problem;
  • Photographs or videos, where applicable; and
  • Relevant tracking information.

Return authorization and instructions

Our support team will review your request and provide the correct return instructions, return address, and any applicable return-label or tracking information.

Because we work with several international suppliers and fulfillment partners, the return address may depend on the product, supplier, and delivery destination. It may be located outside your country.

Do not return an item to the address displayed on its original shipping package unless our support team specifically instructs you to use that address.

Items sent without contacting us first or returned to an unauthorized address may experience delays and may not be accepted where permitted by law. This requirement does not limit any mandatory statutory rights.

We are happy to review genuine product and delivery problems and will do our best to provide a fair and helpful solution.