Return & Refund Policy
Thank you for shopping at OmniHaven. We want you and your pet to love your new furniture! If you are not entirely satisfied with your purchase, we are here to help. Please read our comprehensive return and refund policy carefully.
30-Day Return Window
Return Shipping & Cost Rules
To provide our customers with maximum flexibility and protection, who covers the return shipping fees depends on the following three specific scenarios:
Defective & Damaged Items (Fully Covered by OmniHaven)
If your furniture arrives damaged during transit or with manufacturing quality defects:
Please submit a return ticket to
help@omnihavenhome.comwithin 48 hours of delivery.You must provide clear photos or videos of both the damaged item and the outer shipping packaging.
Once the defect or transit damage is confirmed, OmniHaven will provide a full solution, cross-ship a free replacement, or fully cover the return shipping costs.
(Note: Transit-damage claims reported after the 48-hour window cannot be accepted as it exceeds the carrier’s claim period).
Voluntary Returns WITH Xcottons Return Protection (100% Reimbursed)
If you return the item for personal reasons (e.g., buyer’s remorse, changed mind, ordered the wrong size, or your pet does not adapt to the furniture), and you purchased Xcottons Return Shipping Protection at checkout:
You are eligible for a full product refund, provided the item meets our condition requirements.
You will ship the package back via your preferred local carrier (UPS, FedEx, or USPS) and pay the shipping fee to the carrier upfront.
Submit your shipping receipt directly to the official Xcottons portal. Xcottons will reimburse 100% of your out-of-pocket shipping costs.
Voluntary Returns WITHOUT Xcottons Protection (Covered by Customer)
If you return the item for personal reasons (e.g., buyer’s remorse, size mismatch, pet preferences) and did NOT purchase Xcottons protection at checkout:
The customer is fully responsible for organizing the return logistics and paying all return freight and shipping fees upfront.
(Please note that return shipping for heavy/oversized pet furniture across the US can be expensive; we highly recommend opting into Xcottons protection during checkout to avoid these costs).
How to File Your Return Shipping Claim with Xcottons
If you purchased Xcottons protection, please follow these official guidelines to get your shipping cost reimbursed:
Where to File: Visit the official portal at xcottons.com or click the link inside your Xcottons Protection confirmation email.
Required Documents: Upload your carrier shipping receipt (clearly showing the return tracking number and the exact shipping fee paid) along with the return approval confirmation from OmniHaven.
Claim Deadline: All rebate requests must be submitted to Xcottons within 14 days after you ship the item back.
Processing Time: Once approved, your 100% shipping cost rebate will be credited by Xcottons within 3–5 business days.
Product Condition Requirements for Voluntary Returns
For all voluntary returns (Scenarios 2 & 3), items must be returned in resalable condition:
The product must be unworn, unused, and free of any pet stains, odors, scratches, or hair.
The complete original packaging and every matching accessory/hardware must be returned undamaged.
We reserve the right to decline refunds or apply a 20%–50% restocking fee for products returned incomplete, heavily soiled, or improperly repackaged.
Refund Schedule
Our warehouse team will inspect your returned goods promptly upon arrival to verify their condition.
Once inspection approval is granted, your refund will be processed within 2 business days.
The refund will be automatically applied to your original method of payment.
Please note that it may take additional processing time (typically 3–7 business days) for your financial institution or credit card company to finalize and post the transfer to your account.
Exceptions & Final Sale Items
Final Sale & Clearance: Final-sale, clearance, or custom-made items cannot be returned or refunded for non-defect reasons.
Unauthorized Returns: Please do not ship items back to the return address without prior approval from our support team. Packages sent without an official return authorization tracking number cannot be processed or refunded.
Contact Us
For any questions regarding your order, shipping protection, or to initiate a return, please contact our dedicated support team at help@omnihavenhome.com. We are committed to responding to all inquiries within 24 business hours.