Refund Policy

There are two separate paths below. The first is our own 60-day guarantee, for when the pad simply is not right for your dog. The second is for a product that arrives faulty, damaged, or not what you ordered. They work differently, so use whichever fits your situation.

60-Day Money-Back Guarantee

Use this if the pad works, but it is not right for you or your dog.

We stand behind the Redhaven Recovery Pad. If you are not satisfied within 60 days of receiving your order, contact us and we will arrange a full refund. You do not need to send the pad back.

How to start:
Email support@redhaven.com.au with your order number and a few lines on how it went for your dog. It helps to know roughly how long you used it, which mode you ran, and which area you were using it on. We will confirm your refund within 1–2 business days.

Why we ask. Sometimes the answer points to something simple, like sessions that were too short or the pad sitting on the coat rather than against the skin, and we would rather suggest a change than process a refund you did not need. The rest of the time it tells us something about the product that we need to know. Either way, what you write does not affect your refund. If you would rather not go into it, say so and we will process it.

Conditions:

  • Requests must be made within 60 days of the delivery date
  • One guarantee refund per household
  • You do not need to return the pad
  • Refunds are issued to the original payment method within 5–10 business days of approval

Faulty, Damaged, or Incorrect Items

Use this if the product arrived broken, stopped working, or is not what you ordered.

This is not the same as the guarantee above and it costs you nothing. We will replace the product or give you a full refund, and if the item needs to come back to us, we cover the return postage.

How to start:
Email support@redhaven.com.au with your order number and a short description of what is wrong. We may ask for a photo or short video so we can assess the issue and pass it on to our manufacturer.

Please tell us within 7 days of delivery if you can. We report manufacturing faults to our supplier inside a 7-day window, so hearing from you early lets us trace the batch and stop the same fault reaching another dog.

Telling us after 7 days does not affect your refund or your rights. Your consumer guarantees under the Australian Consumer Law apply for a reasonable period regardless of when you report a fault, and our 60-day guarantee is unchanged.

Your Rights Under Australian Consumer Law

Both paths above are in addition to, and do not limit, your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund and you choose which. If it has a minor failure, we may offer a repair, replacement, or refund. For more information, visit accc.gov.au.

Contact

Email support@redhaven.com.au and we will get back to you within 1–2 business days.