Return and Refund Policy

We aim to ensure your complete satisfaction with every purchase. If you are not fully satisfied with your order, we offer a straightforward return and refund policy for customers within the United States. Please read the following terms carefully before initiating a return.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Returns must be initiated within 7 business days from the date of delivery (as indicated by the shipping carrier’s delivery confirmation).
  • Items must be in their original condition: unused, unworn, unwashed, with all original tags, labels, and packaging intact (e.g., plastic wraps, dust bags, hangers for apparel).
  • Items must not show any signs of damage, stains, odors, or alterations (including tailoring, embroidery, or custom modifications).
  • Certain items are non-returnable, including: final sale items (marked "Final Sale" on the product page), personalized or custom-made items, and items damaged due to improper use or negligence by the customer.
Return Process

Follow these steps to initiate a return:

1. Contact our customer service team via email (service@havencollective.com) with your order number, product name(s), and reason for return. We will review your request.

2. Package the Return Items: Securely pack the eligible items along with a copy of your order confirmation or invoice. Clearly mark the RA number on the outer packaging (failure to include the RA number may result in delayed processing or rejection of the return).

3. Ship the Return: You are responsible for arranging and covering the shipping costs for returns, unless the item is defective, damaged, or we sent the wrong product (in which case we will provide a prepaid shipping label). We recommend using a trackable shipping carrier (e.g., USPS, UPS, FedEx) and retaining the tracking number for reference.

4. Return Address: Ship the packaged items to: Room 1797, South Building, No. 296 Kangqiao Road, Kangqiao Sub-district, Gongshu District, Hangzhou City, Zhejiang Province. Please note that international return shipping may take 7–15 business days to arrive.

Inspection & Processing

Once we receive your returned package (typically 7–15 business days after you ship it), our team will inspect the items within 4 business days to verify they meet the return eligibility criteria.

  • Approved Returns: If the return is approved, we will initiate the refund process immediately.
  • Rejected Returns: If the items do not meet the eligibility conditions, we will contact you via email to inform you of the rejection reason. You may choose to have the items shipped back to you at your own expense, or we may dispose of them (with your consent).
Refund Details
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, debit card). Please note that we cannot process refunds to alternative payment methods.
  • Refund Timeline: After approval, refunds typically take 3–7 business days to process on our end. Depending on your payment provider or bank, it may take an additional 3–5 business days for the funds to appear in your account. Total refund processing time is usually 6–12 business days from the date we approve the return.
  • Refund Amount: The refund will cover the full purchase price of the eligible items (excluding the original shipping fees, unless the return is due to our error, such as defective merchandise or incorrect shipment). Return shipping costs paid by you are non-refundable, except in cases of our error.
Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, please initiate a return for a refund and place a new order separately. This ensures faster processing and availability of the desired item.

Special Cases
  • Defective or Damaged Items: If you receive an item that is defective, damaged, or has quality issues upon delivery, please contact us within 7 business days with photos/videos of the item and packaging. We will verify the issue and offer a free return with a prepaid shipping label, along with a full refund or a replacement (if available).
  • Incorrect Items: If we accidentally send you the wrong item (wrong size, color, or style), please contact us within 7 business days. We will arrange for the incorrect item to be returned at our expense and ship the correct item to you for free, or issue a full refund at your request.
  • Price Adjustments: If an item you purchased goes on sale within 7 business days of your order date, you may request a price adjustment for the difference. Please contact customer service with your order number and the sale price link for verification.

Contact Information

For any questions, concerns, or assistance with returns and refunds, please contact our customer service team:
  • Tel: +86 18398656849
  • Address: Room 1797, South Building, No. 296 Kangqiao Road, Kangqiao Sub-district, Gongshu District, Hangzhou City, Zhejiang Province
We reserve the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page, and the revised policy will take effect immediately upon posting. We recommend reviewing this policy periodically before making a purchase or initiating a return.