Return & Refund Policy

At Donnie’s Pet Haven, your satisfaction is our top priority. We aim to ensure every customer feels confident and happy with their purchase. If for any reason you are not fully satisfied, we gladly offer returns, exchanges, and refunds based on the conditions below.

1. Return Eligibility – 7 Days After Delivery

We accept returns within:

📅 7 days from the date you receive your order.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • All tags, parts, and packaging must remain intact.

  • Proof of purchase (order number or receipt) is required.

If the return request is submitted after 7 days, we may not be able to approve it.

2. Exchange Policy – Within 10 Days

If you would like to exchange your product, we offer exchanges within:

📅 10 days from the delivery date.

You may exchange for:

  • A different size

  • A different color

  • A different model (if available)

Exchanges are processed only after the original item is returned and inspected.

3. Refund Processing Time

Once we receive and inspect your returned item, your refund will be issued within:

💳 5–10 business days

Refunds will be credited to the original payment method used during checkout.
Please note that your bank or credit card provider may take additional time to post the refund to your account.

4. Non-Returnable Items

For safety and hygiene reasons, certain items may not be eligible for return (e.g., opened pet grooming tools, used bedding). If applicable, we will clearly note this on the product page.

5. Damaged, Defective, or Wrong Items

If you receive:

  • A damaged item

  • A defective product

  • The wrong item

Please contact us immediately at:

📧 contact@survia.store
📞 419-921-6659

We will resolve the issue promptly by offering:

  • A replacement

  • An exchange

  • Or a full refund

6. Return Shipping Costs

Return shipping fees may vary depending on the situation:

  • If the return is due to our error (wrong item, defect, damage), we cover all return shipping costs.

  • If the return is due to a change of mind, the customer may be responsible for return shipping.

7. How to Start a Return or Exchange

To begin the return or exchange process, please contact us with:

  • Your full name

  • Order number

  • Reason for return

  • Photos (if item is damaged or defective)

Our support team will guide you step-by-step.

8. Contact Information for Returns

📧 contact@survia.store
📞 419-921-6659
🏠 5464 George Hodges Road, Macclenny FL 32063, United States

Our team is always here to assist you.