Havenza – Return & Refund Policy
At Havenza, we’re committed to providing stylish, practical, and high-quality home goods and everyday essentials designed to bring comfort, convenience, and elegance to your living spaces.
From home décor and kitchen accessories to storage solutions and household essentials, we want every purchase to make your home more beautiful and functional.
If something isn’t right with your order, we’re here to help resolve it fairly, simply, and transparently.
✅ Eligibility for a Refund
You may request a return or refund within 14 days of receiving your order if:
- You contact our customer support team within this timeframe.
- The item is unused and in its original packaging.
- The product is in its original, resellable condition.
- The item arrives damaged, defective, or incorrect.
- The product does not match its description.
For standard change-of-mind returns, products must meet our return conditions.
Damaged, defective, incorrect, or misdescribed products may be eligible for a refund or replacement under applicable consumer protection laws, even where standard return conditions are not met.
🚫 Non-Refundable Items
Where permitted by applicable law, we do not accept standard returns for:
- Home accessories or household products that have been used, washed, or altered after delivery.
- Items returned without their original packaging, where packaging is required for a standard return.
- Custom, personalized, or made-to-order products.
- Certain hygiene-sensitive home and bathroom accessories where return restrictions legally apply.
- Final sale or discounted items specifically identified as non-returnable, where legally permitted.
- Products clearly marked as non-returnable at checkout.
- Items damaged due to misuse, improper handling, or excessive force.
- Products showing excessive wear, stains, damage, or missing components caused after delivery.
These exclusions do not affect your statutory rights regarding defective, damaged, incorrect, or misdescribed products.
📝 How to Request a Return
To start a return, please contact our customer support team through our Contact Us page and provide:
- Your order number.
- A brief explanation of the issue or reason for return.
- Clear photos of the product and packaging, where applicable.
- Details of any damage, defects, or incorrect items received.
Our team will review your request and guide you through the next steps.
🔄 Return & Refund Process
1. Review & Approval
Our customer support team will review your return request and may ask for additional information if needed.
If your request meets our return policy requirements, we will provide the necessary instructions to proceed.
We aim to handle every request fairly and efficiently.
2. Return Instructions
If your return request is approved, we will provide:
- The return shipping address.
- Packaging and shipping instructions.
- Any additional information required to process your return.
📦 Return Shipping Costs
Return shipping costs are generally the customer’s responsibility unless:
- The item is defective.
- The item arrived damaged.
- The wrong product was delivered.
- Applicable consumer protection laws require otherwise.
We recommend using a trackable shipping service to help ensure that your return reaches us safely.
Please package returned items securely, especially fragile home décor, kitchenware, and household accessories.
3. Refund Issuance
Once your returned item has been received and inspected, we will notify you of the refund decision.
If your refund is approved:
- Your refund will be issued to the original payment method.
- Refund processing typically takes 5–7 business days, depending on your payment provider.
- Additional time may be required for your bank or card provider to reflect the refund.
Applicable statutory refund deadlines will always take precedence.
📌 Important Notes
- Please contact our customer support team before returning a product so we can provide the correct return instructions. This does not limit mandatory statutory return rights.
- Items returned under our standard change-of-mind policy must be unused and in their original condition.
- Original shipping fees are generally non-refundable unless the item is faulty or a refund is required by applicable law.
- Returns showing signs of use, damage, alterations, or missing components may be rejected where permitted by law.
- Fragile products must be appropriately packaged to help prevent damage during return shipping.
- Personalized or made-to-order products may have additional return restrictions where legally permitted.
- Returns involving suspected fraud or abuse may be reviewed individually without limiting legitimate consumer rights.
- Customers should retain proof of return shipment until their refund has been processed.
💬 Need Help?
We’re here to support you every step of the way.
If you have any questions regarding returns, exchanges, damaged products, or refunds, please visit our Contact Us page.
Our customer support team will be happy to assist you and help ensure your Havenza shopping experience remains smooth, simple, and worry-free.
At Havenza, your satisfaction matters to us. We believe that creating a comfortable and beautiful home should always begin with a shopping experience you can trust.
Havenza – Make Every Space Feel Like Home.