Refund policy

At HAVN we want customers to shop with confidence. This Refund Policy explains when a return or refund may be requested, the conditions that apply, and how the process works.

Return Request Period

Customers may request a return or refund within 30 days after receiving their order, with no explanation required.

Requests made after this period may not be eligible for a refund, unless required by applicable consumer protection law.

Statutory Right of Withdrawal

Depending on where they live, customers may have a statutory right to withdraw from a purchase within a set period after receiving the goods, without giving a reason. Our 30-day window is offered in addition to, and does not limit, any such statutory right.

Return Eligibility

The item must be unused and in its original condition.
The item must be returned in its original packaging, with all fixings, brackets, feet, hardware, accessories and any included materials.
Self-assembly items must be returned unassembled.
The customer must provide proof of purchase, such as an order confirmation email or receipt.
The item must not show signs of use, damage, alteration, installation or misuse.

HAVN reserves the right to refuse a return if the product does not meet these conditions.

Installed and Assembled Items

Items that have been permanently installed or altered cannot be returned unless they are faulty. This includes hardwired lighting, wall-mounted shelving, mirrors or hooks once drilled and fitted, rugs that have been cut, bound or resized, and any product modified from its delivered state.

Furniture that has been fully assembled and used is likewise non-returnable unless faulty.

How to Request a Return

To start a return, contact HAVN at support@byhavn-co.com and include:

Full name
Order number
Email address used at checkout
Reason for the return
Photos or a short video, if the item arrived damaged, defective or incorrect

After receiving your request we review the information and send return instructions if it is approved. Please do not send anything back before receiving those instructions — an unannounced parcel cannot be matched to an order.

Damage in Transit

Homeware travels badly and occasionally something arrives cracked, chipped, dented or scratched. Contact support@byhavn-co.com within 7 days of delivery with your order number, photographs of both the product and the outer packaging, and a description of the issue.

Once confirmed, HAVN sends a replacement or issues a full refund at no cost to you, and in most cases you will not need to return the damaged item. Please keep the original packaging until the claim is closed, as carriers may reject a damage claim once it has been discarded.

Defective or Incorrect Items

If an item arrives faulty or is not what you ordered, contact support@byhavn-co.com within 7 days of delivery with photographs. HAVN covers the full cost of the replacement or refund, including any return shipping.

Two-Year Warranty

Everything HAVN sells is covered for two years against manufacturing defects. This covers faults such as joints or frames that fail under normal domestic use, electrical components and switches that stop working, drawer runners and hinges that give way, finishes that flake or lift within the first months of use, and rug backing that separates.

It does not cover normal wear, marks and scratches from everyday use, damage from cleaning against the care instructions, damage caused by incorrect assembly or installation, variation in wood grain, stone veining or reactive glaze, the natural patina of unlacquered brass, the natural silvering of untreated outdoor timber, or accidental damage.

Claims are handled directly by HAVN — write to support@byhavn-co.com with a photograph and your order number.

Natural Material Variation

Solid wood, marble, travertine, stoneware, hand-loomed wool and mouth-blown glass vary from piece to piece by nature. Differences in grain, vein, tone, speckle and minor asymmetry are characteristics of the material and of the making process, not defects, and are not grounds for a refund on their own. Where a variation goes beyond what is normal for the material, send us a photograph and we will assess it.

Refund Processing Time

Once a return is approved and the item has been received and inspected at our warehouse, HAVN issues the refund to the original payment method, normally within 3 business days of receipt.

Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Return Shipping Costs

HAVN covers return shipping when an item is faulty, damaged in transit, or not what you ordered.

Where a customer simply changes their mind, return shipping is the customer's responsibility. HAVN is not responsible for return parcels lost, delayed or damaged in transit, so we recommend a trackable service and packing the item as it arrived.

Fit and Measurement

Assembled dimensions are stated on every product page and are measured on the physical item. Customers are responsible for checking that a piece fits the intended space and passes through doorways, hallways, stairwells and lifts. A return because an item does not fit the space is treated as a change of mind.

Non-Refundable Items

Items that have been installed, wired in, wall-mounted, cut or otherwise made permanent
Furniture that has been fully assembled and used, unless faulty
Made-to-order, custom-size or personalised items, where stated on the product page
Gift cards
Final sale or clearance items, when clearly marked as non-refundable
Items returned after the allowed return period
Items returned without their original packaging, fixings or hardware
Damage caused by incorrect assembly, installation, cleaning against the care instructions, or normal wear

Order Cancellation

An order can be cancelled free of charge while it is still being processed. Contact support@byhavn-co.com with your order number as soon as possible. Once a carrier label has been generated the order can no longer be pulled back, but it can be refused on delivery or returned under this policy.

Exchanges

HAVN does not operate a formal exchange process. To receive a different item, return the original for a refund and place a new order — it is faster, and it does not depend on our warehouse receiving one item before dispatching another. Where stock is limited, contact support@byhavn-co.com and we will hold the replacement while the return is in transit, subject to availability.