At Nexhaven, we want you to have a clear and straightforward shopping experience. This Return & Refund Policy explains how return requests are handled, which conditions may apply, and what customers can expect when requesting a refund or reporting an issue with an order.

Please read this policy before placing your order. Nothing in this policy is intended to limit consumer rights that cannot legally be excluded under applicable law.

1. Return Eligibility

Eligible items may be returned within [X days] of delivery, subject to the conditions described below and applicable consumer protection laws.

To help us review a return request, the item should generally:

• Meet the applicable return conditions for its product category.
• Be accompanied by the original order details or proof of purchase.
• Include original packaging, accessories, and included components where reasonably required.
• Be in the condition required under the applicable return policy, except where an item is defective, damaged, incorrect, or consumer law provides otherwise.

Some products may have additional return conditions because of their nature, hygiene requirements, safety considerations, or supplier restrictions. Any such restrictions will be applied subject to applicable law.

2. Items That May Not Be Eligible for a Standard Return

Depending on the product and applicable law, certain items may be excluded from standard change-of-mind returns. These may include:

• Products marked as final sale or non-returnable where that designation is lawful.
• Used, altered, or damaged items where the condition resulted from handling beyond what is permitted for inspection and is not due to a product defect or another covered issue.
• Pet hygiene, grooming, feeding, or other personal-use products where opening or use makes resale unsuitable or unsafe, subject to applicable legal rights.
• Personalized or specially made items where lawful exclusions apply.

These examples are not blanket exclusions. Defective, damaged, incorrectly supplied, or misrepresented products may be covered by separate remedies under this policy or applicable law.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact Nexhaven as soon as reasonably possible after delivery.

When contacting us, please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs or other reasonable evidence of the issue, if available.

We will review the information and explain the available next steps. Depending on the circumstances and applicable law, a suitable resolution may include a replacement, repair where appropriate, refund, or another lawful remedy.

4. How to Request a Return

To start a return request, contact us through the Contact Us page on our website and include your order number and the reason for the request.

Please wait for return instructions before sending an item back. We will advise you of the applicable return procedure and the appropriate destination for the item.

Items sent to an unapproved address or without the required return instructions may take longer to identify and process. This does not remove any rights you may have under applicable law.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return, the product, and the applicable law.

• Change-of-mind returns: Return shipping may be the customer's responsibility where permitted by law.
• Damaged, defective, or incorrect orders: Nexhaven will explain the appropriate return or resolution process in accordance with applicable law.
• Other circumstances: Any shipping charges or special arrangements will be communicated during the return process.

6. Refund Processing

Once an eligible return is received or otherwise assessed, we will review it and notify you of the outcome.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon and permitted by law. The time required for the funds to appear in your account may depend on your payment provider or financial institution.

Where a refund is legally due, it will be processed within the time required by applicable law. We will provide any relevant updates if additional information is needed.

7. Shipping Charges and Partial Refunds

Original shipping charges, return shipping charges, discounts, and partial refunds will be handled according to the reason for the return, the terms disclosed at purchase, and applicable law.

Where only part of an order is returned, the refund will be assessed for the eligible item or items and any applicable price adjustments. We will explain any relevant calculation when confirming the refund.

8. Exchanges and Replacements

If you would like a different item, size, color, or variation, please contact us to check whether an exchange is available.

Exchanges depend on stock availability and product eligibility. If an exchange cannot be arranged, we will explain any available alternatives under this policy and applicable law.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible and provide your order number. We cannot guarantee cancellation once an order has entered processing, been dispatched, or been handed to a carrier.

If cancellation is no longer possible, we will explain the options available under our return policy and applicable law.

10. Incorrect Shipping Information

Please review your shipping details carefully before completing checkout. If you notice an error, contact us promptly.

Delivery issues caused by incomplete or incorrect information may require additional handling. Any charges or remedies will depend on the circumstances and applicable law.

11. Products for Pets: Safety and Suitability

For products intended for pets, please review the product description, dimensions, materials, intended use, and safety instructions before use.

If an item is unsuitable for your pet, stop using it where continued use could create a safety concern and contact us to discuss the applicable options. Product-specific return conditions remain subject to your legal rights.

12. Legal Consumer Rights

This policy operates alongside any rights or remedies available to consumers under applicable law. Where the law provides a right to a refund, replacement, repair, cancellation, or another remedy, this policy does not override that right.

13. Policy Updates

Nexhaven may update this policy when business procedures, products, or legal requirements change. The updated version will be published on this page with the revised date where appropriate. Changes will not remove rights that already apply to a customer's purchase under applicable law.

14. Contact Us About a Return

If you have questions about a return, replacement, cancellation, or refund, please contact us through our Contact Us page and include your order number so we can better understand your request.