Refund policy

Refund Policy

Last Updated: May 13, 2026

We want you to love your purchase. If you're not completely satisfied, we're here to help.

Returns

You have 30 calendar days from the date you receive your item to request a return.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In the original packaging
  • Accompanied by proof of purchase (order number or receipt)

Items That Cannot Be Returned

The following items cannot be returned:

  • Items marked as final sale or clearance
  • Personalized or custom-made products
  • Items damaged due to misuse or improper care

Return Process

To initiate a return, please contact us at info@havenessentials.us with:

  • Your order number
  • Photos of the item (if defective or damaged)
  • Reason for return

We will review your request within 2 business days and provide you with return instructions and a return address.

Return Shipping Costs

  • Customer responsibility: You are responsible for return shipping costs for standard returns (change of mind, wrong size/color, etc.)
  • Our responsibility: We will cover return shipping costs if the item is defective, damaged during shipping, or we sent the wrong item

We recommend using a trackable shipping service, as we cannot guarantee receipt of non-tracked returns.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your original payment method within 5-7 business days
  • Please allow an additional 3-10 business days for the refund to appear in your account, depending on your bank or credit card provider
  • Original shipping fees are non-refundable (unless the return is due to our error)

If rejected:

  • We will notify you of the reason and offer alternatives when possible

Defective or Damaged Items

If you receive a defective, damaged, or incorrect item:

  1. Contact us immediately at info@havenessentials.us with photos
  2. We will arrange a replacement or full refund at no cost to you
  3. You will not be charged for return shipping in these cases

Exchanges

We do not offer direct exchanges at this time. To exchange an item:

  1. Return the original item following our return process
  2. Place a new order for your preferred item

We will process your return refund promptly so you can reorder.

Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

  1. Check your bank account again
  2. Contact your credit card company (it may take time before your refund is officially posted)
  3. If you've done both and still have not received your refund, please contact us at info@havenessentials.us

Contact Us

If you have any questions about our Refund Policy, please contact us:

  • Email: info@havenessentials.us
  • Response time: Within 24-48 hours

We're committed to making your shopping experience as smooth as possible.

HAVEN ESSENTIALS is a business registered in Hong Kong (BR No. 41635850).