Return & Refund Policy – Havendon

Effective date: 03-10-2025

Scope and Intent

This Return & Refund Policy applies to all purchases made through the havendon.com website.

Contact Information

For questions about returns and refunds, please contact our Customer Support team:
E-mail: support@havendon.com

Return Window

Customers within the United Kingdom have the right to cancel their purchase and return the product within 30 days of the delivery date without providing a reason, subject to the conditions outlined in this policy.

Return Instructions

1. Return Notification: To initiate a return, contact our Customer Support team at support@havendon.com with your order number and a detailed reason for the return.
2. Return Authorisation: After reviewing your request, we will provide you with detailed return instructions and, where applicable, a return authorisation.

Packaging and Shipping

1. Securely pack the item in its original packaging with all labels and tags attached.
2. Include any requested supporting documents or images if applicable.
3. Follow the return instructions provided by our Customer Support team.

Return Costs

For Defective Products: If the item is incorrect, damaged during delivery, or faulty, the return will be free of charge.
For Change of Mind: If you ordered the wrong item, the item is no longer required, or you simply changed your mind, the customer is responsible for the actual cost of returning the item.

Specific Return & Refund Conditions

• Change of Mind: Items may be returned within 30 days of delivery provided they are unused, undamaged, and in their original packaging.

• Faulty Products: If you receive a faulty item, please contact our Customer Support team immediately. We will arrange a replacement or refund where appropriate.

• Damaged Items: If your order arrives damaged, please send clear photographs of the damage within 48 hours of delivery. We will assess your claim and arrange a replacement where appropriate.

• Incorrect Item Received: If you receive the wrong product, please contact us and we will arrange for the correct item to be sent.

• Item Not Delivered: If your order has not arrived, please contact us so we can investigate with the courier. If the parcel cannot be located, we will offer either a replacement or a full refund.

• Order Cancellation: Orders may be cancelled within one hour of purchase. Once an order has been dispatched and a tracking number has been issued, it can no longer be amended or cancelled. If your order has already been dispatched, you will need to follow the standard return procedure after delivery.

Policy for Damaged or Faulty Goods

Please notify our Customer Support team within 48 hours of receiving a damaged or faulty item. Include photographs showing the issue. Once approved, we will arrange a replacement or refund where applicable.

Policy for Non-Faulty Goods

If you change your mind, you may return an unused and undamaged product within 30 days of delivery, provided it remains in its original packaging.

Timelines

• Return Deadline: Once your return has been authorised, the item must be sent back within 7 days of receiving your return approval.

• Return Processing: After we receive and inspect your returned item, we will process your refund within 7 business days.

• Refund Conditions: Refunds are only approved for eligible items returned unused, undamaged, and in their original packaging.

• Refund Method: Refunds will always be issued to the original payment method used when placing the order.

Exceptions to the Return Policy

The following items cannot be returned:

• Personalised or custom-made products.

• Hygiene products (such as socks or underwear) unless unopened and unused.

Return Address

Please do not send returns to our business address.
The correct return address will be provided by our Customer Support team after your return request has been approved.

Shipping Method and Costs

Shipping Method: DHL / FedEx / UPS with Track & Trace.
Restocking Fee: £0 (No restocking fee applies.)

Legal Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws within the United Kingdom.

Questions?

Please visit our FAQ page or contact our Customer Support team.

Our Business Information

Store Name: Havendon
Company Name: Havendon LTD
E-mail: support@havendon.com
Address: 26 Birchwood Lane, Leeds, LS8 4QH, United Kingdom (This is not a return address. Returns sent to this address will not be accepted.)
Service Hours: Monday to Friday: 9:00 am – 5:00 pm (GMT/BST). Customer Support aims to respond within 24–48 business hours.