Refund policy

Return & Refund Policy

At Haven Hearth, every piece is handcrafted with precision, care, and attention to detail. Due to the artisanal nature of our products, slight variations in texture, colour, or finish are considered part of the handcrafted charm, not defects.

To ensure clarity and a smooth experience, please read our return and refund terms carefully.

1 Return Eligibility

We accept returns only in the following cases:

• The item arrives damaged, broken, or defective
• The delivered product does not match the item ordered

Returns are NOT accepted for:

• Minor variations in colour, finish, texture, or size
• Customised or personalised orders
• Items damaged due to customer mishandling
• Requests raised beyond 24 hours of delivery

2 Reporting Damage

If your product arrives damaged:

• Please share clear photos and videos of the unboxing within 24 hours of delivery
• Email or WhatsApp the details to our support team with your order number

This is mandatory, as logistics partners require proof of damage during transit.

3 Refund or Replacement

Based on the issue, we offer:

• Replacement of the damaged item
• Store credit (valid for future purchases)
• Refund (in rare, approved cases)

Refunds are processed within 7–14 business days after approval.

4 Cancellations

• Orders can be cancelled within 12 hours of placing the order.
• Custom and bulk orders cannot be cancelled once production begins.

5 Non-Delivery

If the parcel is returned due to:

• Incorrect address
• Customer unavailability
• Non-payment of duties

The reshipping cost must be borne by the customer.