We stand behind the quality of our products. If you aren't satisfied with your purchase, you are welcome to return it within 30 days of the date it was delivered (extended to 45 days for store credit). If it's been more than 30 days since your purchase was delivered, we unfortunately cannot offer you a refund, though we will honor store credit for 15 additional days. (For items purchased between October 31st-December 31st as holiday gifts, we do allow store credit returns up until January 31st).
Several types of goods are exempt from being returned, and will be immediately sent back to you if returned:
- POD Items
- Underwear
- Gift Cards
- Socks/Footwear
- Face Masks
- Opened Notepads/Puzzles
- Final Sale Items
All returned items must be in new condition (i.e. unwashed, unmodified, unworn, without stains, without scents, etc.). We cannot accept any returns that contain pet hair or strong scents, such as cigarette smoke and perfume, as the safety of our staff and future customers is very important to us.
Return Shipping
To return a purchase, please use our return form on our Returns Page. You will be responsible for paying for your own shipping costs for returning your purchase; original shipping costs are non-refundable, though we do cover the standard shipping costs for exchanges. We now provide 3 ways of returning.
Prepaid Labels, a flat fee offered for refund/store credit labels (this fee amount is deducted from your refund/credit).
Purchased Labels, which allows you to purchase your USPS return label directly through our portal, which is also where you will pay for any additional exchange charge if needed. We can revert your request and issue you a refund for this at any time.
Ship Yourself, where you may print out a label form to bring to the shipping service of your choosing.
Refunds
Once your return is received and accepted, normally within 7 business days of being delivered, your refund will be applied to your original method of online payment. We cannot change where the refund is applied, though most banks offer the option to forward the refund, in case your credit card was updated between the time of your purchase and the time of your return. *Shipping costs are non-refundable.*
Please note that it may take up to 5 business days to receive this credit once processed, depending on your bank. If you are to be refunded beyond the usual 30-day timeframe for any reason, our site's host limits the issuing of refunds beyond 120 days, as this is the refund time limit of most banks. This cannot be bypassed. If your return isn't approved, then it will be sent back to you, and your shipping costs will not be refunded.
Important: A 5% restocking fee will be deducted from your refund for any returns containing 5 or more products, though this is waived for first returns.
If for any reason we are unable to get a rejected pet hair return back to you, you will instead be issued store credit, and a percentage will be deducted as a cleaning fee that's comparable to the amount of hair.
Store Credit Refunds
For store credit refunds, you are to receive a credit back (in the form of a gift card that never expires) which equals the amount that was initially spent, minus shipping costs. Store credit return windows are 45 days following your order delivery. We now also offer a 5% bonus credit for store credit returns, up to a $10 maximum. If you return a gift for store credit, you will be issued a gift card in the amount that was paid for that item.
Exchanges
Since return labels are now paid for at the time of processing your exchange request, your requested item will be held for you until we receive your return back. If we are out of stock of what you'd like, please send back your garment for a refund; if you're able to grab the garment during a future restock, then please reach out to us, as we will be happy to apply free shipping to your repurchase in addition to the same discount you previously used (if applicable). You can now select any item as an exchange, but you'll be required to pay the difference at the time of purchasing a label.
Defective & Incorrect Items
If you've received an item with some form of defect, or one that was wrongfully shipped, though these are normally handled on a case-by-case basis, we ask that these are reported to us within 60 days of receiving the item. This helps us to better assess the cause of the issue, and to have a replacement left in stock to send you. Any reports beyond this date, if approved, will be issued store credit if a refund is requested.
Important: Please don't go through the trouble of sending these items back to us, as we will provide you with a hassle-free replacement or refund.
Final Sale Items
Due to how we handle our inventory, no refunds or exchanges are allowed on Final Sale items, including store credit. All Final Sale items will be sent back to the customer as a return-to-sender/refused parcel; if these are shipped with eligible returns, we will process the eligible items, and send the Final Sale items back to the sender. Thank you for your understanding!
International Returns
Due to the varying customs requirements of each country, we only allow the self-return option in our portal at this time. Thank you for your understanding!
Gift Returns/Exchanges
If you'd like to prevent the gifter from knowing you're returning or exchanging your gift, please send your return back to this mailing address: Svaha USA, 101 Executive Drive, STE F, Sterling, VA 20166 USA. Please include a note inside your parcel that lists the order number or full name of the gifter, your full name & email address, and your mailing address for exchanges. You will be emailed a store credit gift card for refunds and sold out exchanges. We will be working on making this process easier for gift recipients in the future!
