Refund policy
Refund and Return Policy
Effective date: August 24, 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 Havenluma purchases.
1. Return Period
A return request must be made within 30 days of the date the order was delivered. Requests submitted after that period may not qualify for return or refund.
2. Condition of Returned Merchandise
For a change-of-mind return, the item must be unused and returned in its original packaging with all included components, accessories, labels, and documentation. Products that are used, incomplete, altered, or damaged after delivery for reasons unrelated to a Havenluma error may be declined.
Any product-specific exclusion, such as a final-sale or non-returnable designation, must be shown on the applicable product listing before purchase. Digital, perishable, personalized, or custom-made merchandise may be excluded where the listing clearly states that restriction.
3. Requesting Authorization
Before mailing an item, contact support@havenluma.com with your order number, the email address used at checkout, the product concerned, and the reason for the request. Our team aims to respond within 24 hours with the next steps.
Do not send an item back without return instructions when the item is damaged, defective, incorrect, or otherwise requires review. Use protective packaging and retain shipment proof for your records.
4. Who Pays the Return Shipping Charge?
For a change-of-mind return, the customer is responsible for the return postage. This includes an unwanted item or an order no longer needed.
When Havenluma confirms that the item arrived damaged, has a defect, or is not the item ordered, Havenluma will cover the reasonable return-shipping cost and provide appropriate instructions.
No restocking fee is charged on eligible returns.
5. Damaged, Defective, or Incorrect Items
Inspect the order after delivery and contact support@havenluma.com as soon as reasonably possible if there is visible damage, a functional defect, or a mismatch between the order and the item received. Include photographs of the item, its packaging, and any identifying label, together with the order number.
After reviewing the information, Havenluma may arrange a replacement or approve a refund. If the issue is confirmed as damage, defect, or fulfillment error, the customer will not bear the return-shipping cost.
6. Packages That Do Not Arrive
If tracking does not show delivery by the end of the estimated 3–5 business-day delivery window, contact us with the order number and tracking details. We may open an inquiry with USPS, UPS, or FedEx. If the carrier investigation confirms that the package was lost and not delivered, Havenluma will review a replacement or refund resolution with the customer.
7. Inspection and Refund Timing
Once a returned item reaches Havenluma, we may inspect it to confirm eligibility and condition. We will notify the customer when the return is approved or declined. An approved refund is processed to the original payment method within up to 10 business days after approval. The payment provider or bank may take additional time to post the credit.
8. Exchanges
A replacement or exchange may be considered for an incorrect, damaged, or defective item, subject to product availability. A change-of-mind exchange is not guaranteed and may require the customer to follow the ordinary return process.
9. Order Cancellations
Send a cancellation request within 24 hours of placing the order. A cancellation may be accepted within 48 hours only when the order has not yet been processed or shipped. If processing or shipment has started, the order may no longer be cancellable and the customer may instead use the return process if eligible.
10. Return Address
After authorization, send approved returns to the following address unless Havenluma provides different written instructions:
Haven luma
652 US Route 130, Suite #2
Hamilton, NJ 08691
United States
11. Help With a Return
Email: support@havenluma.com
Phone:
Support hours: Monday–Friday, 9:00 AM–5:00 PM (EST)
Response target: Within 24 hours