WARRANTY REPLACEMENT

Last updated: 13 August 2026

Havenrow is committed to helping customers resolve genuine product issues fairly and efficiently.

This Warranty Replacement Policy explains how we handle eligible product defects and replacement requests.

1. Statutory Rights

Nothing in this policy limits or excludes your statutory consumer rights.

If a product is faulty, not as described, or does not meet applicable legal requirements, you may have rights to a repair, replacement, price reduction, refund, or another remedy depending on the circumstances.

2. Reporting a Product Issue

If you believe your product has developed a fault, contact:

support@havenrow.uk

Please provide:

  • Order number
  • Name used for the order
  • Product name
  • Description of the fault
  • Photographs or video showing the issue where appropriate

We may request additional information to determine the most appropriate resolution.

3. Replacement Assessment

Once we receive your request, we may assess:

  • Whether the product is covered
  • The nature of the reported issue
  • Whether the issue appears to be a manufacturing or product defect
  • Whether the product has been misused, modified, or damaged after delivery
  • Whether repair, replacement, refund, or another remedy is appropriate

4. Replacement Process

If a replacement is approved, Havenrow will provide instructions for the next step.

Replacement availability depends on stock.

If an identical replacement is unavailable, we may provide another legally appropriate remedy.

5. Exclusions

A product issue may not qualify for a replacement where the issue results from:

  • Accidental damage
  • Misuse
  • Neglect
  • Unauthorised modification
  • Incorrect installation where the customer was responsible for installation
  • Failure to follow reasonable product instructions
  • Normal wear and tear

These exclusions do not remove statutory rights that cannot legally be excluded.

6. Manufacturer Warranties

Where a product is covered by a separate manufacturer's warranty, additional terms may apply.

Where relevant, Havenrow will provide appropriate information about how that warranty can be used.

7. Contact

Warranty and product-support enquiries:

support@havenrow.uk
+44 7705061630

Customer service hours:

Monday–Friday: 9:00 AM–6:00 PM