REFUND & CANCELLATION POLICY

1. Overview
At urhavenhome, we are committed to delivering high-quality pet house products to our customers across Europe. If you are not entirely satisfied with your purchase, this Refund & Cancellation Policy outlines your rights and the procedures for returns, refunds, replacements, and order cancellations in accordance with applicable consumer protection laws in the European Union and the United Kingdom.

2. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union and United Kingdom consumer protection regulations, customers located in Europe have the right to withdraw from their purchase within fourteen (14) days without giving any reason.

Withdrawal Period: The withdrawal period expires fourteen (14) days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.
Notification: To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement via email to fashion@urhavenhome.com prior to the expiry of the 14-day period.
Return Conditions: Items returned under the right of withdrawal must be unused, in their original condition, and packed in their original packaging.
Return Shipping Address: Eligible returns must be sent to the following designated returns address:
urhavenhome Returns
109 Clementi Street 11, #01-27/29 Sunset Way Residence
Singapore 120109
Return Shipping Costs: Unless the item received is damaged or defective, the customer is responsible for paying the direct costs of returning the goods to our return address.

Reporting Protocol: Please notify us within fourteen (14) days of receipt by emailing fashion@urhavenhome.com.
Required Proof: Please attach clear photographic or video evidence demonstrating the damage or issue along with your order details.
Resolution: Upon review and verification of the provided evidence, urhavenhome will offer you the choice of a full refund or a replacement item dispatched at no additional charge.

4. Shipping Delays and Delivery Issues
We ship orders to European destinations in cooperation with established international express carriers, including DHL Priority, FedEx Priority, and UPS Priority.

Investigation Process: If an order exceeds the standard estimated transit time or is flagged as lost in transit, urhavenhome will open an official investigation with the designated carrier.
Outcome: Depending on the findings of the carrier’s investigation and the circumstances of the shipment, urhavenhome will arrange either a full refund or a replacement order for you.

5. Refund Processing

Method of Refund: All approved refunds will be credited back to the original payment method used at the time of purchase. Accepted payment methods include Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported digital wallets.
Timeline: Once a refund is approved or returned goods are inspected at our facility, refunds are processed within five (5) to ten (10) business days. Please note that processing times may vary depending on your card issuer or financial institution.

6. Contact Information
For any enquiries regarding cancellations, returns, or refunds, please contact us at:

Brand Name: urhavenhome
Website: www.urhavenhome.com
* Email: fashion@urhavenhome.com