Return and Refund Policy

Last updated: September 16, 2026

This Return and Refund Policy applies to purchases made through https://havenverra.com.

havenverra accepts eligible returns requested within 30 calendar days after delivery, subject to the conditions below and any mandatory rights available under applicable consumer law.

Please review this Policy before returning an item.

1. Return Eligibility

To qualify for a return under our voluntary 30-day return policy, the item must generally be:

• Unworn, unused, and unwashed;

• In the same condition in which it was received;

• Returned with all original tags, accessories, manuals, and packaging, where applicable; and

• Accompanied by the order number or other reasonable proof of purchase.

Trying on an apparel item solely to confirm fit does not make it used, provided that it:

• Remains clean;

• Has not been worn beyond what is reasonably necessary to check fit; and

• Retains its original tags where supplied.

Nothing in this section limits statutory rights relating to faulty, damaged, misdescribed, unsafe, or otherwise non-conforming goods.

2. How to Request a Return

To request a return under our voluntary 30-day policy, contact us within 30 calendar days after delivery at:

Email: moffordjaimie281@hotmail.com

Please include:

• Your full name;

• Your order number;

• The item or items you wish to return;

• The reason for the return; and

• Clear photographs or video if the item is damaged, defective, incorrect, or materially different from its description.

We will review the request and, where appropriate, provide return instructions and the correct return address.

Returns are accepted by mail only.

Do not send merchandise to our published business address or to an address shown on the original parcel unless havenverra specifically provides or authorises that address in writing.

Unauthorised voluntary returns may be delayed until the shipment can be properly identified and processed.

After receiving approval for a voluntary return, please send the return within 14 calendar days and retain your tracking receipt until the return has been completed.

These authorisation procedures do not prevent a consumer from exercising a statutory cancellation or rejection right by giving a legally valid notice within the applicable period.

3. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Damaged, Defective, Incorrect, or Materially Misdescribed Items

havenverra will cover reasonable approved return shipping costs where we confirm that an item:

• Arrived damaged;

• Is defective;

• Is materially different from its description; or

• Is different from the item ordered.

Where a return is required, we may provide:

• A prepaid return label; or

• Another written arrangement for the return.

Please do not purchase return postage before receiving our instructions unless we specifically authorise it in writing.

Preference-Based Returns

For preference-based returns under our voluntary 30-day return policy, the customer is generally responsible for return shipping costs.

Examples include:

• Change of mind;

• Ordering the wrong size;

• Ordering the wrong colour;

• Fit concerns; or

• No longer wanting the item.

Customers may use a trackable postal or courier service unless our instructions specify otherwise.

Approved returns are not subject to a separate restocking fee.

We do not reimburse unauthorised postage, premium or expedited return services, or unnecessary packaging expenses unless applicable law requires otherwise.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect, incomplete, or with an item missing, contact:

moffordjaimie281@hotmail.com

as soon as reasonably possible.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs or video of the affected product;

• A photograph of the shipping label where relevant; and

• Photographs of the packaging where relevant.

After reviewing the information, we will provide an appropriate resolution according to the circumstances and applicable law.

Depending on the situation, this may include:

• Repair;

• Replacement;

• Sending the correct or missing item;

• Price reduction;

• Refund; or

• Another remedy required by law.

havenverra will cover approved return shipping costs where a return is required because of our error or a verified defect.

Our voluntary 30-day return period does not limit longer statutory rights concerning faulty or non-conforming goods.

5. Non-Returnable Items

The following items are generally not eligible for return under our voluntary return policy unless they are defective, incorrect, or a return is otherwise required by applicable law:

• Gift cards;

• Personalised, customised, or made-to-order goods;

• Items clearly marked “Final Sale” before purchase;

• Worn, washed, altered, damaged, or incomplete items;

• Items without original tags where tags were supplied;

• Opened personal-care or hygiene-sensitive products;

• Underwear, swimwear, or similar hygiene-sensitive products where an applicable protective seal or hygiene liner has been removed; and

• Hazardous materials, flammable liquids, gases, or goods restricted from return shipment.

Discounted or promotional products remain eligible under our voluntary return policy unless they were clearly marked “Final Sale” before purchase.

A “Final Sale” designation does not remove any statutory right that cannot legally be excluded.

6. Exchanges

We do not guarantee direct exchanges because product availability may change.

For preference-based changes, such as selecting another size or colour, the most reliable method is generally to return the eligible product and place a new order.

If you received a damaged, defective, or incorrect product, please contact us before placing another order so that we can provide an appropriate resolution.

7. Order Changes and Cancellations

If you need to change or cancel an order, please contact:

moffordjaimie281@hotmail.com

as soon as possible.

Please include your order number.

We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once processing or fulfilment has begun.

If havenverra cancels an order after payment has already been captured, the applicable amount will be refunded to the original payment method.

If the order has already shipped, our Return and Refund Policy and any applicable statutory cancellation rights will apply.

Nothing in this section restricts mandatory consumer cancellation rights.

8. UK Statutory Right to Cancel Online Orders

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable UK distance-selling rules apply, consumers purchasing eligible goods online generally have a statutory right to cancel the contract without giving a reason.

For most eligible goods:

• You generally have 14 calendar days after receiving the goods to tell us that you wish to cancel; and

• After notifying us of the cancellation, you generally have a further 14 calendar days to send the goods back.

To exercise this statutory right, clearly inform havenverra of your decision to cancel before the applicable cancellation period expires.

You may contact:

moffordjaimie281@hotmail.com

No particular wording is required, provided that your communication clearly states your decision to cancel the relevant contract or purchase.

This statutory cancellation right exists independently of havenverra's voluntary 30-day return policy.

9. Exceptions to the UK Statutory Cancellation Right

Certain goods may be excluded from the statutory change-of-mind cancellation right where UK law permits.

Examples may include:

• Personalised or custom-made goods;

• Certain perishable goods;

• Sealed goods unsuitable for return for health or hygiene reasons after the seal has been broken;

• Unsealed software, CDs, DVDs, or similar sealed media; and

• Other goods or services falling within an applicable statutory exception.

An exception to the change-of-mind cancellation right does not remove statutory rights relating to goods that are faulty, misdescribed, or otherwise non-conforming.

10. Return Costs Under a UK Statutory Cancellation

Where a statutory cancellation right applies solely because the customer has changed their mind, the customer will generally be responsible for the direct cost of returning the goods where the customer was properly informed of that responsibility before entering into the contract.

havenverra will cover appropriate return costs where:

• The goods are faulty;

• The wrong goods were supplied;

• Goods are materially misdescribed;

• Goods were damaged in circumstances for which havenverra is responsible; or

• Applicable law otherwise requires havenverra to bear the return cost.

11. Return Inspection and Diminished Value

Once a returned product is received, we may inspect it to determine its condition.

Under our voluntary return policy, merchandise should not show use or handling beyond what is reasonably necessary to inspect or try the product.

For a statutory UK cancellation, consumers may generally inspect and handle goods to the extent they could reasonably do so in a shop to establish their nature, characteristics, and functioning.

Where permitted by law, a refund may be reduced to reflect diminished value caused by handling beyond what is reasonably necessary.

Any permitted deduction will be communicated to the customer.

12. Refunds Under Our Voluntary 30-Day Policy

After a voluntary return is received and inspected, we will notify you whether the return has been approved.

If approved, we will normally issue the refund to the original payment method within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to make the credit visible in your account.

If more than 15 business days have passed since we confirmed that an approved voluntary refund was issued, please contact:

moffordjaimie281@hotmail.com

Please include your order number.

13. Refunds Following a UK Statutory Cancellation

Where a UK statutory cancellation right has been validly exercised, havenverra will make reimbursement within the period required by applicable law.

For returned goods, reimbursement will generally be made no later than 14 days after we receive the goods back, or after you provide evidence that the goods were returned where the law permits us to rely on that evidence.

We may withhold reimbursement until:

• The goods are received back; or

• You provide appropriate evidence that the goods have been returned,

where permitted by applicable law.

Refunds will generally be made using the same payment method used for the original transaction unless another method is expressly agreed.

14. Original Delivery Costs

havenverra provides free standard outbound shipping where stated on https://havenverra.com.

Where standard delivery was free, there is no standard outbound shipping charge to reimburse.

Where a customer paid for delivery and a UK statutory cancellation right requires reimbursement of delivery costs, we will generally refund the amount corresponding to the least expensive standard delivery option offered for the order.

Any additional amount paid solely because the customer selected:

• Express delivery;

• Expedited delivery;

• Priority delivery; or

• Another more expensive delivery option

generally does not have to be refunded above the cost of standard delivery, unless applicable law requires otherwise or the return results from our error.

15. Refund Amount

Approved voluntary refunds generally cover the amount actually paid for the accepted returned product, including applicable product taxes that are refundable by law.

Approved returns are not subject to a separate restocking fee.

Where permitted by law, deductions may apply for:

• Customer-caused damage; or

• Diminished value caused by handling beyond what was reasonably necessary.

Any permitted deduction will be explained to the customer.

16. UK Rights for Faulty or Misdescribed Goods

Nothing in this Policy limits rights available under the Consumer Rights Act 2015 or other applicable UK consumer law.

Goods supplied by havenverra should be:

• Of satisfactory quality;

• Fit for purpose where applicable; and

• As described.

Where goods do not conform to these requirements, consumers may be entitled to statutory remedies.

Short-Term Right to Reject

For qualifying non-conforming goods, UK consumers generally have a 30-day short-term right to reject and obtain a refund, subject to applicable legal conditions.

This legal right is separate from havenverra's voluntary 30-day change-of-mind return policy.

Repair or Replacement

Where appropriate, consumers may also have a right to request:

• Repair; or

• Replacement.

For faults identified after the short-term rejection period, further statutory remedies may remain available.

Further Remedies

Depending on the circumstances, these may include:

• Repair;

• Replacement;

• Price reduction;

• Final rejection and refund; or

• Another remedy required by applicable law.

Statutory rights may continue after our voluntary return period has ended.

17. Sale and Promotional Items

Items purchased at a discounted or promotional price have the same statutory rights concerning faulty, misdescribed, or non-conforming goods as items purchased at full price.

Our voluntary return conditions may apply to promotional merchandise unless the item was clearly identified as non-returnable or “Final Sale” before purchase.

Any voluntary restriction remains subject to mandatory consumer rights.

18. Proof of Purchase

We may request reasonable evidence that an item was purchased from havenverra.

Acceptable evidence may include:

• Order confirmation;

• Order number;

• Receipt;

• Payment record; or

• Other reasonable evidence linking the purchase to havenverra.

Nothing in this section requires one particular form of proof where applicable law permits another reasonable form of evidence.

19. Mandatory Consumer Rights

Nothing in this Return and Refund Policy excludes, restricts, or waives any consumer right or remedy that cannot legally be limited.

If applicable UK or other consumer-protection law provides rights that are more favourable than this Policy, those mandatory rights will continue to apply.

20. Contact Us

For questions about returns, refunds, cancellations, damaged goods, defective products, or incorrect orders, please contact:

havenverra

Website: https://havenverra.com
Email: moffordjaimie281@hotmail.com
Phone: +44 7714 499777
Business Address:
Nash Manor
Lower Nash
Nutbourne Lane
Nutbourne
Pulborough
RH20 2HS
United Kingdom

Important: The business address above is not automatically our merchandise return address.

Please do not send returned merchandise to this address unless havenverra specifically provides or authorises this address in written return instructions.