Refund Policy

1. Scope of Returns, Refunds and Exchange Policy

This policy explains how returns and refunds are handled and clarifies our approach to exchanges for orders delivered within Australia. It is intended to provide clear expectations while accounting for the practical handling of furniture products.

2. Returns and Exchange Approach

We offer a return and refund service. Direct product exchanges are not provided. Customers who wish to purchase a different item may return an eligible product and place a new order.

This approach is adopted for the following reasons:

• Furniture items vary significantly in size, packaging and handling requirements
• Stock availability may change, making one-to-one exchanges difficult to guarantee
• Processing returns and new orders separately allows faster refunds and clearer order records
• Customers retain full flexibility to select any available product when reordering

3. Return Eligibility and Conditions

Returned items must meet the following conditions to be eligible for a refund:

• Return requests are submitted within 36 days from the date the product is received
• The product is unused, uninstalled and suitable for inspection
• All original accessories, components and packaging are included
• The item has not been damaged due to improper use or handling

Items that do not meet these conditions may not qualify for a refund.

4. Order Cancellation and Refund Eligibility

Refund eligibility depends on the order status:

• Orders cancelled within 36 hours of placement and not yet shipped are eligible for a full refund
• Orders placed more than 36 hours ago or already shipped cannot be cancelled
• In such cases, customers are advised to receive the product and proceed with a return request

If a product arrives damaged or incorrect, a full or partial refund may be offered after assessment.

5. Return and Refund Request Process

To initiate a return or refund request, please follow the steps below:

• Contact us primarily by e-mail, including your order number and reason for the request
• A return shipping label is included in the parcel received with your order
• Our team will review your request based on order status and eligibility criteria
• If approved, return the product according to the provided instructions

Requests are reviewed as promptly as possible to minimise waiting time.

6. Refund Processing Timeline

Once the returned item is received and verified, refunds are handled as follows:

• Refunds are initiated within 1–3 business days after inspection approval
• The refund is issued using the original payment method
• The time for funds to appear in your account depends on your financial institution

7. Return Shipping and Fees

Return shipping terms vary depending on the reason for return:

• Voluntary returns may involve partial deductions, such as original shipping costs
• Returns due to product defects or transport-related damage are handled at no cost
• Items damaged by the customer or not meeting return conditions are not eligible for refunds

All refunds are processed through the original payment provider and follow the same payment route used at checkout. The final settlement time depends on the policies of the relevant financial institution.

8. Contact

For enquiries related to returns, refunds or order status, please contact us using the details below. E-mail is the preferred method for return-related requests.

• Address: APT BLK 152 YISHUN STREET 11 #01-52, SINGAPORE 760152, SINGAPORE
• E-mail: suggestions@havenno.com
• Phone: +65 (845) 49208
• Support hours: Monday to Friday, 8:00 – 20:00 (AEST/AEDT)

This policy is designed to balance customer expectations with the practical requirements of handling and shipping furniture products.