Refund policy
Refund and Return Policy
Last updated: September 25, 2026
We want customers to have a clear path when an item is unwanted, arrives damaged, or does not match the order. This policy explains the available process for Haven Luma purchases.
1. Return window
Haven Luma accepts eligible product returns requested within 30 days after delivery. This policy applies across the Haven Luma catalog unless a product page clearly and lawfully identifies a product-specific exception before purchase.
2. General eligibility
A standard change-of-mind return should be unused, in resalable condition, and returned with its original packaging and included components. Products affected by ordinary use, avoidable damage, missing parts, or incomplete packaging may receive a reduced refund or may be rejected to the extent permitted by applicable law.
The condition requirements do not limit a customer’s rights concerning products that are defective, damaged on arrival, materially different from the product ordered, or otherwise subject to a remedy under applicable law.
3. Damaged, defective, or incorrect products
Contact support@havenluma.com as soon as possible after delivery if an item arrives damaged, has a manufacturing defect, or is not the item ordered. Include the order number and clear photographs or other useful evidence. Haven Luma may provide a replacement, return instructions, or a full refund based on the circumstances. Haven Luma will not charge the customer for the reasonable return shipping associated with a confirmed damaged, defective, or incorrect item.
4. Products not received
If tracking indicates delivery but the customer cannot locate the package, check the delivery location, household members, building management, and nearby areas, then contact the carrier and Haven Luma. If the package is confirmed lost or was not delivered, Haven Luma will review the evidence and provide an appropriate resolution, which may include replacement or refund.
5. How to request a return
Customers may start a return in either of these ways:
1.Email: support@havenluma.com with the order number, purchaser name, reason for return, and photographs where relevant.
2.Via Phone: Call our customer service team at +1 (551) 294-3208 with your order number and reason for return. Our representatives are available during business hours to assist you.
Please do not send your item back before receiving authorization. Once your return is approved, you will receive detailed instructions on how and where to send your package. We recommend using a trackable shipping method.
Returns must be sent to: 652 US Route 130, Suite #2, Hamilton, NJ 08691, United States
Items sent back without first requesting a return will not be accepted.
6. Non-Returnable Items
The following items cannot be returned or refunded:
•Items marked as Final Sale.
•Items returned after the 30-day return window.
•Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
7. Return Shipping Costs
•Customer Responsibility: For standard returns (e.g., customer changed their mind, ordered the wrong size/color), the customer is responsible for the return shipping costs.
•Haven Luma Responsibility: If the return is due to our error (e.g., damaged or incorrect item, product never arrived), we will cover the return shipping costs.
8. Refunds
After the return is approved and any required inspection is complete, Haven Luma will issue an approved refund to the original payment method. Refund processing may take up to 10 business days after approval. The payment provider or bank may take additional time to make the funds available.
A refund may be adjusted only to reflect a permitted deduction for condition-related loss in value, where applicable law allows the deduction and the customer was informed of the relevant return condition. Haven Luma does not charge a restocking fee.
9. Exchanges
We offer exchanges for items of equal value. To request an exchange, please follow the same process as a return, and clearly indicate the item you wish to exchange for. Exchanges are subject to product availability.
10. Contact Us
Email: support@havenluma.com
Phone: +1 (551) 294-3208
Address: 652 US Route 130, Suite #2, Hamilton, NJ 08691, United States
Support hours: Monday–Friday, 9:00 AM–5:00 PM (EST)