Refund and Returns Policy

1. Overview

At HavenCraftz, we want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer a straightforward 30-day return policy on all orders delivered to addresses within the United Kingdom.

This policy complies with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which give you the right to cancel your order and return goods within 14 days of delivery. We go beyond the legal minimum and offer 30 days from the delivery date as standard.

2. Return Window

You have 30 days from the date of delivery to request a return on any item purchased from HavenCraftz.

  • The 30-day window begins on the day your order is delivered to your address
  • Requests received after 30 days from delivery will not be accepted unless the item is faulty or damaged
  • Your delivery date is confirmed automatically by our courier tracking system

3. How to Request a Return

To initiate a return, contact us using one of the following methods:

Option A — Email us directly: Send an email to sales@havencraftz.com with the following details:

  • Your order number
  • Your full name
  • Reason for return
  • Photos if the item is damaged or faulty

Option B — Contact us page: Visit our Contact page and fill in the enquiry form with:

  • Subject: Return Request — Order #[your order number]
  • Your order number
  • Product name
  • Reason for return

We will respond within 2 business days to confirm your return and arrange free collection from your address.

Step by step after contact:

Step 1 — Contact us via email or contact page within 30 days of delivery
Step 2 — We confirm your return within 2 business days and book free collection
Step 3 — Our courier collects the item from your address at no cost to you
Step 4 — We receive and inspect the item at our warehouse
Step 5 — Your refund is processed within 5 business days of receipt

4. Return Conditions

To be eligible for a return, items must meet the following conditions:

Condition Requirement
Assembly Items must be unassembled and in original flat-pack condition
Packaging Items must be in original packaging where possible
Condition Items must be unused, undamaged and in resaleable condition
Components All parts, hardware and instructions must be included
Timeframe Return request must be made within 30 days of delivery date

We cannot accept returns for:

  • Items that have been fully assembled
  • Items damaged after delivery through misuse or improper assembly
  • Items missing parts or hardware due to customer handling
  • Bespoke or custom-made orders where applicable

5. Faulty or Damaged Items

If your item arrives damaged or develops a fault within 12 months of delivery, you are entitled to a full remedy under the UK Consumer Rights Act 2015.

For items damaged on arrival:

  • Contact us within 48 hours of delivery
  • Email sales@havencraftz.com or visit our Contact page
  • Use subject line: Damaged Item — Order #[your order number]
  • Include clear photographs of the damage and your order number
  • We will arrange free collection and offer a full refund or free replacement — your choice

For faults developing within 12 months:

  • Contact us at sales@havencraftz.com or via our Contact page
  • Use subject line: Faulty Item — Order #[your order number]
  • Include a description and photographs of the fault
  • We will offer repair, replacement, or full refund at no cost to you

For all faulty or damaged items, you are never required to pay return shipping under any circumstances.

6. Return Shipping & Collection

HavenCraftz covers 100% of return collection costs for all eligible returns.

  • We arrange collection directly from your delivery address
  • You do not need to transport the item to any drop-off point
  • Collection is booked within 2 business days of your return being approved
  • A collection time window will be confirmed with you by email

Please note: Items must be reasonably packaged for collection. If original packaging is unavailable, please use suitable protective wrapping to protect the item in transit.

7. Refunds

Once your returned item has been received and inspected at our warehouse, your refund will be processed within 5 business days.

Two refund options are available — you choose:

Option Details Processing Time
Original payment method Refunded to Stripe or PayPal — the same account used to purchase 5 business days after item received
Store credit Added to your HavenCraftz account for future use 2 business days after item received

You will receive a confirmation email as soon as your refund has been processed. Please allow your bank or PayPal up to 5 additional working days to show the funds in your account.

Your full refund will include:

  • The full original product price
  • The original delivery charge paid, if applicable

8. Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of placing it, even before delivery.

To cancel before dispatch:

  • Email sales@havencraftz.com immediately with your order number
  • Or submit a cancellation request at our Contact page using subject line: Cancel Order — Order #[your order number]
  • If your order has not yet been dispatched, we will cancel it and issue a full refund within 3 business days

To cancel after dispatch but before delivery:

  • Contact us immediately at sales@havencraftz.com or our Contact page
  • We will attempt to recall the delivery with our courier
  • If the item cannot be recalled, please refuse delivery and contact us — we will arrange the return at no cost to you

Cancellation refunds are processed to your original payment method within 5 business days of cancellation confirmation.

9. Exchanges

We do not process direct exchanges at this time. If you would like a different product, colour, or size:

  1. Request a return via sales@havencraftz.com or our Contact page
  2. Place a new order for the item you want on our website
  3. Your refund on the original item will be processed within 5 business days of us receiving it back

10. Non-Returnable Items

The following cannot be returned unless proven faulty:

  • Items that have been fully assembled by the customer
  • Items damaged after delivery due to improper assembly or misuse
  • Items with missing parts due to customer handling
  • Any item returned more than 30 days after the delivery date

11. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK law. Your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 always apply regardless of the terms set out above.

If you are unsure of your rights, free advice is available from:

  • Citizens Advice: citizensadvice.org.uk
  • Trading Standards: gov.uk/find-local-trading-standards-office

12. Contact Us

For all returns, refund queries, cancellations, or order enquiries, please get in touch using any of the methods below. When contacting us, always include your order number and product name so we can help you as quickly as possible.

HavenCraftz
Email: sales@havencraftz.com
Phone: +44 7848 112017

Company Address: 9341 Donerail Way, Louisville, Kentucky 40272, United States

Warehouse Address (returns): 474 Alum Rock Rd, Birmingham, B8 3HU, United Kingdom

Contact page: https://havencraftz.com/pages/contact

Response time: Within 2 business days, Monday to Friday