Terms of Service
Welcome to Havenluzio(Hereinafter Referred To As "We") online store. To clarify service content, usage rules, and the rights and obligations of both parties, we have established this service policy. This policy applies to all activities related to your use of our online store and services.
1. Introduction And Scope Of Application
This service policy applies to all online services provided by us, including but not limited to product display, order placement, payment, delivery, and after sales support. This policy applies exclusively to online store services and does not involve any offline sales or offline services.
2. User Accounts And Website Responsibility
When using our website services, you are responsible for ensuring that the information you provide is accurate and complete. We are responsible for maintaining normal website operation, security, and basic functional stability. In the event of temporary interruptions or delays caused by factors beyond our control, we will make reasonable efforts to restore services and reduce impact.
3. Product Information, Inventory, And Pricing
We strive to ensure the accuracy of product descriptions, inventory availability, and pricing information. In cases where adjustments are required due to system updates or other reasonable circumstances, we reserve the right to correct such information without prior notice. Final order details are subject to the information confirmed at the time of order submission.
4. Orders And Payment
An order is considered confirmed only after payment has been successfully completed. Orders are not deemed valid prior to successful payment. Available payment methods are displayed during checkout and may vary depending on circumstances.
5. Delivery Conditions
Delivery services are offered exclusively within Australia. Once payment has been successfully completed, your order will be confirmed and moved into the processing stage. Orders are typically prepared within 1–3 business days before being released to the assigned logistics provider. After dispatch, delivery is generally completed within an estimated 7–10 business days, depending on the destination and current operational conditions. We collaborate with established logistics partners such as UPS, DHL, FedEx, and Australia Post to ensure consistent and dependable delivery services. Orders with a total value of AUD 99.99 or above are eligible for free delivery, while orders below this amount are subject to a fixed delivery fee of AUD 9.99. All applicable taxes and related charges are already included in the listed product prices, and no additional fees will be required. For the most current delivery details, please refer to our Shipping Policy.
6. Order Cancellation
Cancellation requests may be submitted within 48 hours following successful payment, provided that the order has not yet entered the processing stage or been transferred to the logistics provider. Once order preparation or shipment has commenced, cancellation requests can no longer be accommodated. If an order has already been dispatched, a return request may be submitted after delivery in accordance with the procedures outlined in our Order Cancellation Policy.
7. Returns And Exchanges
Requests for returns or exchanges may be submitted within 30 days from the confirmed delivery date. Eligible circumstances include visible appearance defects, quality related issues, significant color differences, unusual odors, or situations where the received item does not correspond with the order information. Comprehensive eligibility requirements and step by step instructions are provided in our Returns And Exchanges Policy.
8. Refund Policy
Approved refunds will be issued back to the original payment method used at the time of purchase. Refund processing typically takes 1 to 5 business days, with actual credit time depending on the payment institution.
9. Disputes And Applicable Rules
In the event of any dispute arising from the use of our services, both parties should first seek resolution through friendly communication. We comply with applicable Australian requirements, including GDPR. We reserve the right to update this service policy when necessary and will notify you of any relevant changes.
10. Privacy And Data Protection
We value your privacy and data security. Details regarding the collection, use, storage, and protection of personal information are outlined in our privacy policy.
11. Intellectual Property
All website content, including text and images, is used for service presentation and informational purposes. Unauthorized copying, distribution, or use for other purposes is not permitted.
12. Limitation Of Liability
To the extent permitted, we are not responsible for service interruptions, delays, or indirect losses caused by factors beyond reasonable control. We will continue to make reasonable efforts to maintain a stable service experience.
13. Modifications To Service Terms
We may update this service policy based on operational needs. Any updates will be published on this page and take effect immediately. We recommend reviewing this policy periodically.
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 to 12:30 and 14:00 to 18:00(Australia/Sydney, AEST/AEDT)