Refund policy

Return and Refund Policy

Last Updated: November 3, 2026

At PetLoomHaven, customer satisfaction is our priority. We want every customer to enjoy a smooth and reassuring shopping experience. If you are not completely satisfied with your purchase, our return and refund policy explains how we can help.

1. 14-Day Right of Withdrawal

Customers have the right to withdraw from their purchase within 14 days from the date of delivery, without providing a reason.

To exercise this right, you must notify us of your decision to return the product within the applicable 14-day period.

2. Return Conditions

We ask customers to return products:

  • In their original condition.

  • With original packaging and accessories, where applicable.

  • With no unnecessary damage beyond what is required to inspect the product.

These conditions do not affect your statutory consumer rights.

3. How to Request a Return

To initiate a return, please contact our customer service team:

Email: contact@PetLoomHaven.com

Phone: +44 7925 400433

Please provide:

  • Your order number.

  • The product you wish to return.

  • Your reason for requesting a return, if applicable.

Our team will provide the necessary return instructions.

4. Return Shipping Costs

For change-of-mind returns, customers are responsible for the return shipping costs.

However, PetLoomHaven will cover reasonable return shipping costs when:

  • The product is defective or damaged.

  • The product does not conform to its description or order.

  • An incorrect item has been delivered.

  • The return is necessary due to an error on our part.

5. Refund Policy

Once your returned product has been received and inspected, eligible refunds will be processed within 7 days.

Refunds will be issued using the original payment method whenever possible.

Please note that the time required for the funds to appear in your account may depend on your bank or payment provider.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.

Our customer service team will review your request and arrange an appropriate solution, which may include a replacement, repair, or refund, in accordance with applicable consumer protection laws.

7. Exceptions to the Right of Withdrawal

Certain products may be excluded from the right of withdrawal where a specific legal exception applies.

Any applicable exception will be handled in accordance with consumer protection legislation.

Nothing in this policy limits your statutory rights concerning faulty or non-conforming products.

8. Statutory Consumer Rights

This policy does not affect any mandatory consumer rights provided under applicable UK or French consumer protection legislation.

Where statutory rights provide greater protection than this policy, the applicable statutory rights will prevail.

9. Contact Information

For assistance with returns, refunds, or exchanges, please contact us:

PetLoomHaven

Email: contact@PetLoomHaven.com

Phone: +44 7925 400433

Address: 66 Whitfield St, Newark NG24 1QX, United Kingdom

We are committed to treating every customer fairly and handling all return and refund requests with care and professionalism.

Thank you for shopping with PetLoomHaven.