Havenavero (hereinafter referred to as “we”) operates exclusively through an online store. This Service Policy explains the terms, responsibilities, and service standards that apply when you browse, place orders, and use related services on our website.
1. Introduction and Scope of Application
This policy applies to all services provided through our website, including product presentation, order placement, payment processing, and after-sales communication. By using our services, you acknowledge and agree to the contents described herein.
2. User Accounts and Website Responsibilities
You are responsible for ensuring that the information submitted during browsing or ordering is accurate and complete. We are responsible for maintaining the stability and basic security of the website, while outcomes caused by device compatibility, network conditions, or improper operation are outside our responsibility.
3. Product Information, Inventory, and Pricing
We strive to ensure that product descriptions, stock availability, and pricing information displayed on the website are accurate. In the event of adjustments due to system updates or operational reasons, the information shown at checkout shall prevail, and we reserve the right to make reasonable corrections.
4. Orders and Payment
Orders are considered valid only after successful submission and payment confirmation. Payment information is used solely to complete transactions and provide related services. Unpaid or incomplete orders will not enter processing.
5. Delivery Conditions
Delivery services are provided exclusively within Australia. After successful payment, your order is confirmed and enters the processing stage. Orders are normally prepared within 1–3 business days before being released to the assigned logistics provider. Following dispatch, delivery is generally completed within an estimated 5–10 business days, depending on the delivery location and operational circumstances at the time of shipment. To ensure consistent and dependable service, we cooperate with established logistics partners such as UPS, DHL, FedEx, and Australia Post. Orders with a total value of AUD 99.99 or above are eligible for free delivery, while orders below this amount are subject to a fixed delivery fee of AUD 8.99. All applicable taxes and related charges are fully included in the product prices displayed at checkout, and no additional fees will be required after payment.
For detailed timelines and handling standards, please review our Shipping Policy.
6. Order Cancellation
Cancellation requests may be submitted within 48 hours after successful payment, provided that the order has not yet entered preparation or been handed over to the logistics provider. Once processing or shipment has begun, cancellation requests can no longer be accommodated.
If an order has already been dispatched, you may submit a return request after delivery in accordance with the procedures outlined in our Order Cancellation Policy.
7. Returns and Exchanges
Requests for returns or exchanges may be submitted within 30 days from the confirmed delivery date. Acceptable circumstances include visible appearance issues, quality-related concerns, noticeable color differences, unusual odors, or situations where the received item does not correspond with the order information.
Complete eligibility requirements, processing timelines, and step-by-step guidance are provided in our Returns and Exchanges Policy.
8. Refund Policy
Approved refunds are returned to the original payment method used during purchase. Processing times generally range from 1–5 business days, depending on the payment provider and internal verification status.
9. Disputes and Applicable Principles
We follow applicable requirements in Australia, including principles reflected in the GDPR policy regarding personal data handling. We reserve the right to update this Service Policy when necessary and will provide notice of relevant changes through appropriate channels.
10. Privacy and Data Protection
We respect user privacy and handle personal information only for service-related purposes. Information collection, usage, and protection measures are described in our Privacy Policy.
11. Intellectual Property
All website content, including text, images, layouts, and visual elements, is protected by applicable rights. Unauthorized reproduction or distribution is not permitted.
12. Limitation of Responsibility
To the extent reasonably permitted, we are not responsible for indirect impacts arising from circumstances beyond reasonable control. Any responsibility is limited with reference to the actual transaction value.
13. Changes to Service Terms
We may revise this Service Policy as our services evolve. Updated content becomes effective upon publication on the website, and continued use of the services indicates acceptance of the revised terms.
14. Contact Information
If you have questions regarding this Service Policy or our services, 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 to 12:30 and 14:00 to 18:00 (Australia/Sydney, AEST/AEDT)
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