Refund Policy

 

This Return & Exchange Policy applies to the online store operated by Havenestilo (hereinafter referred to as “we”). It outlines the eligibility, procedures, costs, and responsibilities associated with returns, exchanges, and refunds to ensure clarity and customer satisfaction.

Validity Period for Returns and Exchanges

Returns and exchanges are accepted within 30 days from the date you receive your order. Requests made after this period may not be processed.

Conditions for Returns and Exchanges

You may request a return or exchange under the following circumstances:

• The item has visible or functional appearance issues

• The item is defective or has quality problems

• The item has an unusual odor or major color difference

• The item received does not match your order

• Returns or exchanges without a specific reason are also accepted within the 30-day window but with cost responsibilities as outlined below

All requests are subject to verification to ensure the item meets one of the above criteria.

Return Procedure

1. Contact us via email or phone to request a return. Provide your order number, payment confirmation, reason for return, and relevant photos or videos.

2. Our support team will review your submission promptly and notify you once approved. You will receive the designated return address and instructions.

3. Carefully package the item and return it to the specified address. Tracking information is recommended to ensure secure delivery.

4. After receiving the returned item, we will inspect it to verify the condition and the issue reported. If approved, the refund will be processed promptly.

Exchange Procedure

1. Contact us via email or phone to request an exchange. Include the order number, payment confirmation, reason for exchange, and relevant photos or videos.

2. Our support team will review your request. If approved, we will provide the return address and instructions.

3. Return the item to the specified address securely.

4. Upon inspection and verification, a replacement item will be shipped to your address within 1–3 business days. You will receive confirmation once the replacement has been dispatched.

Refund Process

Refund Method: Approved refunds will be returned to the original payment card used at checkout, including Visa or MasterCard.

Processing Time: Refunds typically appear in your account within 1–3 business days, depending on your card issuer’s processing speed. If not received within this period, please contact us for assistance.

Return Labels

For approved returns, we may provide return labels or detailed instructions to ensure the returned item is correctly processed.

All returns should follow the provided guidance. Items returned without authorization or without following instructions may not be accepted.

Cost Responsibilities

• For returns or exchanges due to item appearance issues, quality defects, odor, color difference, or incorrect items, return shipping costs are covered by us.

• For returns or exchanges requested without a specific reason, return shipping costs are the customer’s responsibility.

• Customers are encouraged to use trackable shipping methods to avoid loss or damage during transit.

Responsibility Statement

Returned or exchanged items must be securely packaged to prevent damage during shipment. We are not responsible for issues arising from improper packaging or failure to follow return instructions. Verification of items is required before refunds or replacements are issued.

Contact Us

E-mail: info@havenestilo.com

Phone: +1 (516) 639-6917

Address: 4209 HARD SCRABBLE RD, COLUMBIA, SC 29223-8562, US

Opening Hours: Monday to Friday, 09:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)