Return and exchange policy
Welcome to the Havenluzio online store (hereinafter referred to as “we”). To protect your shopping experience and clearly explain our return and exchange arrangements, we have established this Return and Exchange Policy. This policy applies to all orders placed through our online store.
1. Return and Exchange Request Period
All return or exchange requests must be submitted within 30 days from the date the goods are confirmed as delivered. Requests submitted after this period may not be accepted. We recommend inspecting the product promptly upon receipt.
2. Eligible Return and Exchange Situations
You may request a return or exchange if any of the following situations apply:
- The product has a clear appearance issue.
- The product has a quality issue that affects normal use.
- The product has an unusual odor, significant color difference, or other obvious abnormalities.
- The item received does not match the order information.
- A return or exchange is requested due to a change of mind.
Eligibility will be determined based on the actual condition of the product and the outcome of our review.
3. Return Process
If you need to request a return, please follow the steps below:
- Contact us by email or phone to submit a return request and provide your order number, proof of payment, return reason, and relevant photos or videos.
- Our customer service team will review your request as soon as possible. If approved, we will notify you using your provided contact details and supply the return address.
- Please send the product back to the designated return address and wait for us to receive it.
- After the returned item is received and inspected, and if the reported situation is confirmed, a refund will be arranged. For refund details, please refer to the Refund Policy.
4. Exchange Process
If you would like to request an exchange, please follow the steps below:
- Contact us by email or phone to submit an exchange request and provide your order number, proof of payment, exchange reason, and relevant photos or videos.
- Our customer service team will review your request promptly. If approved, we will notify you and provide the return address.
- Please send the product back to the designated return address and wait for us to receive it.
- After inspection confirms the reported situation, the replacement product will be shipped to your address within 1–3 business days. For delivery timelines, please refer to the Shipping Policy.
5. Refund Process
Refunds will be returned to the original bank card used at the time of payment, including Visa and MasterCard. Depending on the processing efficiency of different card issuers, refunds are generally credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.
6. Shipping Fee Rules
Shipping fee responsibility depends on the reason for the return or exchange:
- For appearance issues, quality issues, unusual odors, significant color differences, or items not as ordered, return shipping costs will be covered by us.
- For change-of-mind returns or exchanges, return shipping costs will be the responsibility of the customer.
7. Responsibility Statement
Please ensure that returned products are properly packaged and that the actual condition of the item is consistent with the information provided in your request. Damage caused by improper packaging or personal handling may affect the outcome of the return or exchange request.
8. Return Label
Some orders may include a return label inside the package. If your parcel does not include a return label, please follow the return instructions provided by our customer service team.
Contact Us
Contact Address: 354 Sandy Bluff Road, Green Sea, SC 29545-5160, United States
Customer Service Phone: +1 (917) 284-7754
Customer Service Email: care@havenluzio.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)