Happy Pet Harbor is operated by RaeHouser Trading LLC. This policy applies to purchases of physical products from Happy Pet Harbor.
30-day return requests
You may request a return within 30 calendar days after receiving your product. Contact us with your order reference, the item and the reason for the return. For change-of-mind returns, the product must be unused, unwashed and returned with its original packaging and accessories.
How to return an item
Email customer support before sending a return. We will provide return instructions and the appropriate return address. Do not send items to our dispatch warehouse without receiving return instructions. Sending an enquiry does not waive your statutory rights.
Return shipping costs
For change-of-mind returns or a color selected incorrectly by the customer, the customer pays the return shipping cost. For defective, damaged or incorrectly supplied items, Happy Pet Harbor covers the necessary return shipping cost. We do not charge a restocking fee.
Damaged, defective or incorrect items
Contact us with your order reference and, where possible, photos of the issue. We will review the issue and arrange a refund or replacement as appropriate. For some low-value items, we may resolve the issue without requiring a return; this is decided individually. Damage or defects are assessed separately from the unused-condition requirements for change-of-mind returns.
Refund processing
For approved returns, we initiate a refund to the original payment method within 3–5 business days after receiving and inspecting the returned item. If a return is not required, we initiate the refund within 3–5 business days after approving it. We refund the approved purchase amount; free outbound shipping is not deducted from a change-of-mind refund. Customer-paid change-of-mind return postage is not reimbursed.
When your refund arrives
Initiating a refund and receiving it in your account are separate steps. The time for funds to appear depends on the payment provider and your bank. We provide a refund confirmation after initiating it. Contact us if you need help checking its status.
Order cancellation
Contact us promptly to request cancellation before dispatch. If the order has not shipped, we will cancel it and initiate a full refund. After dispatch, follow the return process. Refunds required for a dispatch delay are handled promptly and are not conditional on receiving a returned item.
Contact
Questions about this page? Email houserchiu@gmail.com.