Refund & Return policy

Thank you for shopping at The Haven Store! We want you to be fully satisfied with your purchase. If for any reason you are not completely happy, we are here to help with returns and refunds.

1. Returns

  • Eligibility for Returns:

    • You have 14 days from the date of delivery to return an item.
    • Items must be unused, in the original packaging, and in a resellable condition.
    • Certain products such as personalized items, opened toys, and health and hygiene items (e.g., pet accessories) are non-returnable unless faulty.
    • To initiate a return, please contact our customer support team at support@thehavenstore.co.uk with your order number and the reason for the return.

  • Return Process:

    • You will be given a return authorization and further instructions on how to send your item back to us.
    • The customer is responsible for return shipping costs, unless the item is faulty or incorrect.
    • We recommend using a tracked service to return your item, as we cannot take responsibility for lost returns.

2. Refunds

  • Eligibility for Refunds:

    • Refunds are available for items returned within 14 days of delivery and are in original, unused condition.
    • If your item is damaged or defective, please notify us within 7 days of receiving the product to qualify for a full refund.
    • Refunds will be issued to the original payment method after the returned item has been received and inspected.

  • Refund Process:

    • Once your return is processed, we will issue a refund within 5-7 business days.
    • Shipping costs are non-refundable, except in the case of faulty or incorrect items.
    • You will receive a confirmation email once your refund has been processed.

3. Faulty or Damaged Items

  • If you receive a faulty or damaged item, please contact us immediately at support@thehavenstore.co.uk with clear photos of the damage or defect.
  • We will offer a replacement, repair, or full refund as appropriate.

4. Exchanges

  • We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the desired product.

5. Non-Returnable Items

The following items are non-returnable unless faulty:

  • Personalized or custom-made items
  • Opened or used toys, pet accessories, and hygiene products

6. Contact Us

If you have any questions or concerns regarding our return and refund policy, please feel free to contact us:

We strive to ensure your shopping experience with The Haven Store is as smooth and pleasant as possible.

The Haven Store Team

Feel free to tweak the content if needed, and let me know if you need any more changes!