Refunds & Returns

Return Eligibility

We accept returns within 14 days of delivery for most items in their original condition and packaging. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Order Cancelations and Refused Orders

Please reach out to hello@thehavenandco.com for requesting a cancellation.

Cancellations of Orders: If you desire to cancel an order you must inform in writing. Request to cancel does not = cancel. All cancellation requests will be reviewed to see where the order is in the process and if it is still in the window to be cancelled. Orders already on the dock, on a truck, or in route may not be able to be cancelled. If you request an order on the dock, on a truck, or in route to be re-routed this order will be subject to a 15% re-stocking fee and you will need to pay the return freight.

Refused Orders: If an order is refused by you or your customer you will be subject to a 15% re-stocking fee and return freight.

Non-Returnable Items

The following items cannot be returned:

• Sale items (unless defective)
  

Restocking Fee

Certain items are subject to a 15% restocking fee to cover supplier charges on returns.
Products with this fee will have a clear notice in their product description.
Returns of these items will not receive a full refund; the refund amount will be reduced by 15%.

Return Process

We accept returns for damaged products if notified within 2 days of receipt of your delivery. Please contact us to request a credit or replacement. In the case of damaged or defective merchandise, The Haven & Co will issue a call tag for the product return if necessary. 

In all other instances where returns are requested other than for damaged items, the customer is responsible for return postage.  RETURNS WILL NOT BE ACCEPTED WITHOUT PRIOR AUTHORIZATION AND MUST BE REQUESTED WITHIN 14 DAYS OF RECEIPT OF YOUR ORDER. Refunds will be made once goods are received in re-sellable condition.  Refunds will be made for merchandise only (not shipping costs). 

Any shortages must be reported to The Haven & Co within 5 days of receipt of your delivery. 

To authorize a return, please:

1. Contact our customer service team at hello@thehavenandco.com to request a return authorization.
2. Pack the item securely in its original packaging.
   
3. Ship the item to the address provided in your return authorization.

Refunds

Once we receive and inspect your return, we will notify you of the status of your refund.

If approved, your refund will be processed to the original method of payment within 5-7 business days. Please note that it may take an additional 2-5 business days for the refund to appear in your account, depending on your financial institution.

Exchanges

If you need to exchange an item for a different size or color, please return the original item for a refund and place a new order for the desired item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately (within 2 days of the delivery receipt) at hello@thehavenandco.com. Please include photos of the damaged item and packaging.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect. If you received a damaged, defective, or incorrect item, we will provide a prepaid shipping label for your return.