Refund policy
Return & Refund Policy
Last Updated: September 10, 2026
At Haven Hearth, we want the products you bring into your home to meet reasonable expectations for quality, condition, and usefulness. We understand that occasionally a purchase may not suit your space or preferences, or an order may arrive damaged, defective, incomplete, or incorrectly fulfilled.
This Return & Refund Policy explains how we review and resolve eligible return, exchange, replacement, and refund requests.
1. Return Timeframe
Eligible products may be returned within 30 days from the confirmed delivery date.
For a standard return, merchandise should generally:
Be unused or limited to reasonable inspection.
Remain in substantially original condition.
Include applicable accessories, components, hardware, and instructions.
Retain relevant packaging and labels where reasonably possible.
Show no substantial wear or customer-caused damage.
Not have been permanently installed or materially modified.
Be supported by an order number or other acceptable proof of purchase.
Different considerations may apply when merchandise is damaged in transit, defective, incomplete, or incorrectly supplied by Haven Hearth.
2. Request Return Instructions
Before mailing any product back, contact harris@havenhearthonsell.com.
Your request should include:
Your name.
Order number.
Product involved.
Reason for requesting the return.
Photographs or video if the request concerns damage, a defect, missing components, or incorrect merchandise.
After reviewing the request, Haven Hearth will provide appropriate instructions for eligible merchandise.
The business address listed in this policy is not automatically the return address. Do not send merchandise there unless Haven Hearth specifically authorizes that destination for your return.
3. Returns for Preference or Suitability
If you receive the correct product but decide that it is not suitable for your home or intended use, you may request a return within the applicable period.
Examples can include preference concerning:
Size.
Dimensions.
Style.
Color.
Finish.
Design.
Function for the intended space.
Preference-based returns must satisfy the standard eligibility conditions, and customers generally pay the associated return shipping expenses.
4. Measure and Inspect Before Installation
For household products where size or placement matters, customers should review available measurements and specifications before ordering and again before permanent installation.
Upon delivery, inspect the product for visible damage, missing components, and suitability.
If something appears wrong, contact Haven Hearth before drilling, cutting, mounting, painting, or otherwise modifying the merchandise.
5. Assembled Household Products
Some home products may require assembly before use.
Careful assembly for reasonable inspection does not necessarily make a product non-returnable. However, return eligibility may be affected if the merchandise has been substantially used, damaged during assembly, or permanently altered.
Please retain applicable hardware and components until you are certain you will keep the product.
6. Permanently Modified Merchandise
Except where a qualifying defect or other protected claim applies, standard preference returns may not be available for products that have been:
Cut or trimmed.
Drilled.
Painted or refinished.
Glued or permanently attached.
Structurally modified.
Permanently installed.
Damaged through improper assembly.
Contact us promptly if a problem becomes apparent before or during installation.
7. Home Décor and Fragile Products
Decorative items, glass products, ceramics, mirrors, and other fragile merchandise should be inspected promptly after delivery.
If an item arrives cracked, chipped, shattered, or materially damaged, do not continue using it.
Photographs may be required so we can document the condition without requiring unnecessary handling of broken merchandise.
8. Damage During Transportation
For products damaged during shipment, contact harris@havenhearthonsell.com promptly.
Please be prepared to provide:
Your order number.
Photographs of the complete product.
Close-up images of the damage.
Images of the shipping carton or mailer.
Images of internal protective materials when relevant.
An image of the shipping label if requested.
Please retain the packaging during the initial review when reasonably possible.
Once the claim is verified, Haven Hearth may offer a replacement, replacement component, eligible refund, or another appropriate resolution.
9. Defective Products
If a product appears to contain a manufacturing or functional defect, notify us with a clear description of the issue.
We may request photographs, video, product markings, assembly information, or other reasonable evidence necessary to evaluate the concern.
If continued use could cause additional damage or create a potential safety concern, discontinue use while the matter is being reviewed.
When a qualifying defect is confirmed and Haven Hearth requires the merchandise to be returned, we will cover reasonable authorized return shipping expenses.
10. Wrong Product Received
If the product delivered does not correspond with your order confirmation, contact us before substantially using or modifying it.
This can include an incorrect:
Product.
Size.
Color.
Finish.
Model.
Configuration.
Quantity.
After confirming the error, Haven Hearth may provide the correct merchandise, arrange a replacement, issue an eligible refund, or offer another appropriate resolution.
When a physical return is required because of our verified fulfillment error, reasonable authorized return transportation will be covered by Haven Hearth.
11. Missing Parts or Incomplete Orders
If your shipment is missing a purchased product, hardware, accessory, or required component, notify us promptly.
We may request photographs of the package and its contents.
Depending on the circumstances and product availability, Haven Hearth may:
Send the missing component.
Supply replacement hardware.
Replace the affected merchandise.
Provide an eligible refund.
Please contact us before independently purchasing replacement parts if you expect reimbursement.
12. Sets and Coordinated Products
For merchandise sold as a complete set, all pieces should generally be returned together when the return is based on personal preference.
If only one piece arrives damaged, defective, or missing, contact Haven Hearth before returning the complete set.
Where practical, we may provide a replacement for the affected component instead.
13. Return Restrictions
Subject to applicable law, ordinary change-of-mind returns may be restricted for:
Substantially used merchandise.
Permanently installed products.
Products materially altered after delivery.
Merchandise damaged through customer misuse.
Products damaged by improper assembly or care.
Personalized or custom-made products.
Items missing essential components due to customer handling.
Used hygiene-sensitive products where appropriate resale is not possible.
Gift cards.
Merchandise expressly marked Final Sale before purchase, where legally permitted.
These restrictions do not automatically eliminate remedies available for verified defects, shipping damage, or Haven Hearth fulfillment errors.
14. Promotional and Sale Purchases
Merchandise is not automatically final sale merely because it was purchased at a discount.
Unless different conditions were clearly disclosed before checkout, eligible sale and promotional merchandise remains subject to this policy.
Items specifically designated Final Sale may be excluded from preference-based returns where permitted by applicable law.
15. Exchanges
If you would prefer another eligible size, color, finish, or variation, contact Haven Hearth to determine whether an exchange can be accommodated.
Exchanges depend on current inventory and are not guaranteed.
If the desired variation is unavailable, eligible merchandise may be returned for an approved refund and a separate order may be placed.
16. Return Transportation
For returns caused solely by a change of mind, personal preference, or customer measurement decision, customers generally pay return shipping costs.
Haven Hearth will cover reasonable authorized return transportation when a required return results from a verified:
Manufacturing defect.
Shipping-related damage.
Incorrect product.
Other Haven Hearth fulfillment error.
Any shipping service for which reimbursement is expected should be authorized by us in advance.
17. Packing Requirements
Authorized returns should be packed securely to minimize the possibility of damage during transportation.
Include all applicable:
Accessories.
Hardware.
Removable pieces.
Manuals.
Instructions.
Protective materials.
Fragile products should receive suitable cushioning.
For customer-arranged return shipments, using a trackable shipping method and retaining proof of shipment is recommended.
18. Return Review
After authorized merchandise arrives at the designated return location, Haven Hearth will review its condition and eligibility.
The review may consider:
Product identity.
Physical condition.
Evidence of substantial use.
Assembly or installation.
Missing accessories or components.
Modifications.
Customer-caused damage.
Compliance with the return period.
Delivery of a return package does not by itself constitute refund approval.
19. Refunds
Once an eligible return has been inspected and approved, the applicable refund will generally be issued to the original payment method used for the order.
After Haven Hearth submits the refund, your financial institution may require additional processing time before the credit appears.
Bank, card issuer, and payment-provider processing times are outside our direct control.
20. Shipping and Delivery Fees
Original shipping or delivery fees are generally non-refundable when merchandise is returned solely because of personal preference or change of mind.
For verified shipping damage, qualifying defects, Haven Hearth fulfillment errors, or circumstances where reimbursement is required by applicable law, relevant shipping charges will be handled accordingly.
21. Cancelling or Changing an Order
To request an order cancellation or modification, email harris@havenhearthonsell.com as soon as possible.
We will make reasonable efforts to accommodate your request before fulfillment reaches an advanced stage.
Once merchandise has been processed, packed, or transferred to a carrier, we may no longer be able to cancel or modify the shipment.
Eligible merchandise may then be returned after delivery under this policy.
22. Consumer Rights
This Return & Refund Policy describes Haven Hearth's standard procedures. It does not waive, restrict, or exclude any consumer right or remedy that cannot lawfully be waived under applicable United States federal, state, or local law.
If mandatory consumer protection requirements provide additional or different protections, those requirements will apply to the extent required.
23. Contact Haven Hearth
For questions about returns, refunds, exchanges, replacements, damaged shipments, defective merchandise, incorrect products, or missing components, please contact:
Haven Hearth
Address: 605 N Linden Ave, Trinidad, CO 81082, United States
Phone: +1 (612) 636-2496
Email: harris@havenhearthonsell.com
When contacting Haven Hearth regarding an existing purchase, please include your order number and the email address associated with your order so we can assist you efficiently.