Returns & Refunds Policy

Returns & Refunds Policy

Not all orders are eligible for return once shipped. Since we source our products directly from different manufacturers, we cannot offer a refund if the manufacturer does not permit returns. Below is an overview of the terms of return based on the supplier. For full details, please refer to the product page of the item you are interested in. Please contact us directly with any questions,  sales@hellohaven.co or 800-455-1948. 

Adagio Water Features: 

You are entitled to return your new, unused order in it's original packaging within 30 calendar days of receiving your order for any reason. You will be refunded in the original form of payment less a 15% restocking fee and return shipping freight costs. The original shipping fee is non-refundable. 

Dimplex Electric Fireplaces:

­­You are entitled to return your order within 60 calendar days of receipt for any reason. Returns of new, unopened product in resellable condition will be refunded in the form of original payment less a 25% restocking fee. You are responsible for return shipping freight costs and the original shipping fee is non-refundable.

Kingsbottle Wine or Dry Age Refrigerators and Custom Wine Racks:

Returns are handled on a case by case basis, please contact us at sales@hellohaven.co or 800-455-1948.

The BioFlame:

You are entitled to return your new, unused order in it's original packaging within 30 calendar days of receiving your order for any reason. There is no restocking fee, but you will be responsible for return shipping fees.

Transtherm:

You are entitled to return your order within 30 calendar days of receipt for any reason. Unit must be in the original box and you will be refunded in the form of original payment less a 15% restocking fee. You are responsible for return shipping freight costs and the original shipping fee is non-refundable.

For all Products:

Upon initiation of return, we'll provide the correct return address for your item(s).

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Please Read the Following

When you are making a purchase from Hello Haven, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Hello Haven within 24 hours of the product being delivered.

  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.

  • I understand that products need to be returned unopened and unused. An additional restocking fee may occur.

  • I understand that returns will not be accepted for products that have been used or installed.

  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 

  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%. 

  • I understand that select products including made-to-order products and custom products may be subject to a 25% restocking fee if the order has entered production and the order is canceled before it has shipped.

  • I understand and agree that I will not cancel my order or initiate a chargeback for any delays caused by factors outside the control of Hello Haven, such as manufacturing or logistical issues with our partner companies, even if the estimated delivery time provided was incorrect.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged, please send the below to  sales@hellohaven.co and we will process an insurance claim on your behalf:

  • photos of the damage
  • box
  • serial number of the unit
  • serial number of the box
  • picture of each side of the box showing no signs of obvious carton damage
  • a brief description of the damage 

Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim. 

Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. For any questions, contact sales@hellohaven.co

Refunds

After your item is received within 30 days, we will carry out a thorough inspection. If your item has met the return criteria, we will notify you by email if approved. Please allow 7 business days for the refund to be completely processed and charges reversed.

As stated above, most products will incur a 25% restocking fee. 

Gifts:

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be emailed to you, less restocking fee.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, we will refund the original form of payment, less restocking fee.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at sales@hellohaven.co.