Refund policy
At Haven & Home, we want you to feel confident when shopping with us. If there is an issue with your order or you are not satisfied with your purchase, please review the policy below and contact us if you need assistance.
Returns
We accept eligible return requests within 30 days of delivery.
To be eligible for a return, the item must be:
- Unused and in its original condition
- In its original packaging, when applicable
- Free from damage caused after delivery
- Accompanied by your order information or order number
Certain products may not be eligible for return due to their nature, condition, or supplier restrictions. Any item specifically identified as non-returnable at the time of purchase is excluded from this policy.
Please contact Haven & Home before returning any item. Do not send a product back without receiving return instructions from us.
Return Requests
If you would like to request a return, please contact us within 30 days of delivery and provide:
- Your order number
- The name of the item
- The reason for your return
- Photos of the item when appropriate
- Any additional information we may need to review your request
Once we receive your request, we will review the information and provide instructions if the return is approved.
Return instructions may vary depending on the product and fulfillment partner.
Items That Arrive Damaged
We understand that occasionally an item may be damaged during transportation.
If your order arrives damaged, please contact us within 7 days of delivery.
To help us resolve the issue as quickly as possible, please provide:
- Your order number
- Clear photos of the damaged item
- Photos of the packaging
- A brief description of the damage
Depending on the circumstances, we may offer a replacement, refund, store credit, or another appropriate resolution.
Please keep the original packaging until your issue has been reviewed, as photos or packaging information may be needed when communicating with the shipping carrier or fulfillment partner.
Incorrect or Defective Items
If you receive an item that is different from what you ordered or an item arrives defective, please contact us within 7 days of delivery.
Please include your order number and clear photos or other information showing the issue.
After reviewing your request, we may offer a replacement, refund, exchange, or another appropriate solution.
Refunds
If your refund request is approved, the refund will generally be issued to the original payment method used to place the order.
Once a refund has been processed by Haven & Home, the time it takes for the funds to appear in your account may vary depending on your bank, credit card company, or payment provider.
Please allow additional processing time for your financial institution to complete the refund.
Return Shipping Costs
For standard returns that are not the result of an incorrect, damaged, or defective item, the customer may be responsible for the cost of return shipping.
When an item arrives damaged, defective, or incorrect, Haven & Home will review the situation and determine the appropriate resolution.
Please do not pay for return shipping or send an item back without contacting us first.
Items That Cannot Be Returned
Returns may not be accepted for items that:
- Have been used or damaged after delivery
- Are missing original components or accessories
- Have been altered or modified
- Are returned outside the applicable return period
- Are marked as final sale or non-returnable
- Cannot reasonably be returned due to their nature
Additional product-specific restrictions may apply and will be communicated where applicable.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your order.
We will do our best to accommodate cancellation requests, but orders may enter processing quickly. Because of this, we cannot guarantee that a cancellation can be completed before an order is processed or shipped.
Once an order has shipped, it may no longer be eligible for cancellation and may instead be subject to our return policy.
Refused or Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address at checkout.
If a package is returned to the sender because of an incorrect or incomplete address, refusal of delivery, or repeated unsuccessful delivery attempts, please contact us.
Additional shipping or reshipping costs may apply depending on the circumstances.
Lost or Stolen Packages
If your tracking information shows that a package has been delivered but you cannot locate it, please first contact the shipping carrier directly.
We recommend checking your delivery location, mailbox, building mail area, and surrounding areas and asking household members or neighbors whether they received the package.
The shipping carrier will generally have the most detailed delivery information and may be able to open an investigation.
If the carrier confirms that the package was lost or provides additional information, please contact us with your order details so we can review the situation and determine the appropriate next steps.
Exchanges
Because our products may be fulfilled by different suppliers, we do not guarantee direct exchanges for every item.
If you need a different size, style, color, or variation, please contact us before returning the item. We will review the request and let you know what options are available.
Store Credit
In certain situations, Haven & Home may offer store credit as an alternative to a refund.
Any store credit offered will be communicated to you before it is issued.
Processing Refund Requests
Refund and return requests are reviewed individually based on the circumstances of the order and the information provided.
We may request additional photos, documentation, or information when necessary to properly review a claim.
Our goal is to handle every request fairly and provide a reasonable resolution whenever possible.
Contact Us
If you have questions about a return, refund, damaged item, or order issue, please contact Haven & Home through our Contact Us page.
Please include your order number whenever possible so we can locate your order and assist you more efficiently.
We appreciate your business and are committed to providing a straightforward and helpful shopping experience.
Haven & Home