Return and exchange policy

Havenavero (hereinafter referred to as “we”) operates exclusively as an online store. This Return and Exchange Policy is intended to clearly explain the applicable timeframes, conditions, and handling procedures after you receive your order, ensuring a transparent and orderly after-sales experience.

1. Return and Exchange Validity Period

Return or exchange requests may be submitted within 30 days from the date the order is successfully delivered and signed for. Requests submitted after this period may not be processed under standard conditions.

2. Conditions for Return and Exchange

Within the valid period, returns or exchanges may be requested under the following circumstances:

• The product has visible appearance issues.
• The product has quality-related defects that affect normal use.
• The product has an unusual odor or significant color differences.
• The item received does not match the order information.
• A return or exchange is requested without a specific reason, provided the product remains unused and in acceptable condition.

3. Return Process

To initiate a return, please follow the steps below:

1. Contact us via email or customer service phone and provide your order number, proof of payment, reason for return, and any relevant photos or videos.
2. Our customer service team will review your request. If approved, you will be notified and provided with the designated return address.
3. Please send the product back to the specified return address and wait for confirmation of receipt.
4. After the returned product is received and inspected, a refund will be arranged if the reported condition is confirmed.

4. Exchange Process

If you wish to request an exchange, please follow the steps below:

1. Contact us via email or customer service phone and submit your exchange request, including your order number, proof of payment, exchange reason, and any relevant photos or videos.
2. Once the request is reviewed and approved, you will be notified and provided with the return address.
3. Please return the product as instructed and wait for confirmation of receipt.
4. After inspection confirms the reported condition, a replacement product will be shipped to your address within 1–3 business days.

5. Refund Processing

Refunds will be issued to the original bank card used for payment, including Visa and MasterCard. Depending on the processing efficiency of the card issuer, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Cost Responsibility Rules

• If the return or exchange is due to appearance issues, quality problems, unusual odors, significant color differences, or incorrect items, the related return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason, the return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned products must be properly packaged and consistent with the information provided in the request. If the actual condition of the returned item does not match the submitted details, the handling outcome will be determined based on the inspection results.

8. Return Label

A return label is included inside the parcel. Please use the provided return label when sending the product back to ensure accurate identification and efficient processing.

9. Contact Information

If you have any questions regarding returns or exchanges, please contact us using the details below:

Contact Address: 1653 West Yucca Street, Apartment 1, Phoenix, AZ 85029-3794, United States
Customer Service Phone: +1 (315) 741-4817
Customer Service Email: customer@havenavero.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)