At HavenNest, we aim to provide high-quality products and excellent customer service. Please read the following policy carefully before placing your order.

Order Cancellations

If you wish to cancel your order, please contact us via email as soon as possible with your order details and reason for cancellation.

Please note:

• If your order has already been processed, manufactured, or dispatched, cancellation charges may apply.
• Customers are responsible for ensuring the correct size, colour, and product options are selected before completing the purchase.

Returns Policy

Return Requests

• Returns must be requested within 14 days of receiving your order.
• All returns require prior authorisation via email before being sent back.

Condition of Returned Items

Returned products must:

• Be unused
• Be in their original packaging
• Be in resalable condition

We strongly recommend retaining the original packaging to ensure safe return transit. If packaging becomes damaged, suitable replacement packaging must be arranged before returning the item.

Non-Refundable Charges

Please note:

• Delivery and handling charges are non-refundable.
• Customers are responsible for return delivery costs, including original delivery charges, even where free delivery was offered.

If you are unable to arrange a return courier, we may be able to provide a delivery quote through our courier partners upon request.

Special Return Conditions

Made-to-Order Products

Products made specifically to order may incur a 20% restocking surcharge if returned.

If a product arrives faulty or damaged, we will first offer to repair, replace, or rectify the issue before a return is authorised.

If you choose to return the item without allowing us the opportunity to resolve the issue, the following may still apply:

• 20% surcharge
• Delivery and return postage charges

Change of Mind Returns

If you wish to return an item due to a change of mind:

• A 20% restocking surcharge may apply depending on the product
• Delivery and return postage charges will be deducted from the refund
• Administration fees may also apply where applicable

Refunds will be processed once the returned goods have been received and inspected.

Damages & Missing Items

Delivery Inspection

Please inspect all items carefully upon delivery.

If any item is damaged or missing:

• Record the issue on the delivery documents before signing
• Notify us within 24 hours of delivery via email
• Please include clear supporting photographs where possible to help speed up the resolution process

Split Deliveries

While we aim to dispatch complete orders together, some deliveries may occasionally arrive separately.

If you receive multiple parcels, please ensure all packages and items have been checked before reporting missing goods.

Liability

We are unable to accept liability for:

• Damage not reported at the time of delivery
• General wear and tear
• Damage caused after delivery acceptance

Please ensure goods are fully inspected before signing for delivery.

Shipping & Courier Responsibility

Shipping Delays

While we work hard to ensure timely deliveries, delays caused by third-party couriers or external circumstances are outside of our control. This includes:

• Severe weather conditions
• Traffic disruptions
• Industrial strikes
• Courier network delays

Compensation will not be provided for delays resulting from these circumstances.

Lost or Damaged Shipments

We take great care when packaging and dispatching products. However, in the unlikely event an item is lost or damaged during transit:

• Please follow our damages reporting procedure
• We will assist in resolving the matter with the courier wherever possible

Please note that financial compensation is not guaranteed for courier-related issues beyond our control.

Courier Responsibility

Once your order has been dispatched, responsibility for delivery passes to the courier service.

Any delivery-related issues may need to be resolved directly with the courier company, although our support team will always do our best to assist you.

Contact Us

For all cancellations, returns, damages, or delivery concerns, please contact us via email only.

Our friendly support team will work with you to resolve any issues as quickly as possible.

We kindly ask customers to contact us before initiating payment disputes or chargeback claims, allowing us the opportunity to resolve the matter fairly and efficiently.

Thank you for choosing HavenNest.