Refund policy
Last updated: 13 August 2026
At Havenrow, we want you to feel confident when ordering from us.
We offer a 30-day return window, subject to the conditions below. This policy does not affect any statutory consumer rights that apply to your purchase.
1. 30-Day Return Window
You may request a return within 30 days of receiving your order.
If you are returning an item because you have changed your mind, the product should be returned in an appropriate condition and, where reasonably possible, with its original packaging and included accessories.
2. Statutory Cancellation Rights
For eligible online purchases, UK consumer law may provide a statutory cancellation period in addition to our commercial 30-day return policy.
Where statutory cancellation rights apply, they remain available even where this policy contains additional return conditions.
Certain goods may be excluded from statutory cancellation rights under applicable law, including certain personalised, customised, sealed, perishable, or otherwise exempt products.
3. Items That Are Not Eligible for Change-of-Mind Returns
Unless applicable law provides otherwise, a return may not be accepted where an item:
- Has been materially damaged through customer misuse
- Has been altered or modified after delivery
- Is personalised or customised where the law permits exclusion
- Has been used beyond what is reasonably necessary to inspect its nature, characteristics, and functionality
- Cannot reasonably be resold for hygiene or other legally recognised reasons after being unsealed
This does not affect your statutory rights relating to faulty, defective, misdescribed, or incorrectly supplied goods.
4. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, defective, or incorrect, please contact us at:
Please provide:
- Order number
- Description of the problem
- Photographs or video where helpful
- Relevant product information
We will assess the issue and provide an appropriate remedy under applicable consumer law.
5. How to Request a Return
Before sending anything back, contact support@havenrow.uk.
Please include your order number and the reason for your return.
We will provide the appropriate return instructions.
Do not send an item to our business address as a return unless we have specifically instructed you to do so.
6. Return Condition
Returned products should be securely packaged to reduce the risk of damage during transit.
You are responsible for taking reasonable care of products while they are in your possession.
7. Return Shipping
For change-of-mind returns, the customer is generally responsible for the cost of returning the product unless we have stated otherwise.
Where an item is faulty, damaged, incorrect, or otherwise covered by a remedy for which Havenrow is responsible, we will provide appropriate return arrangements in accordance with applicable law.
8. Refunds
Once a returned item has been received and assessed, we will process any approved refund without undue delay.
Refunds will normally be issued to the original payment method.
Your bank or payment provider may require additional processing time before the funds appear in your account.
9. Refund Amount
For an approved cancellation or return, the refund will cover the amount required under applicable law and the circumstances of the return.
Where statutory cancellation rights apply, any applicable original standard delivery charge will be handled in accordance with those rights.
10. Exchanges
If you would prefer an exchange rather than a refund, contact us at support@havenrow.uk.
Exchange availability depends on stock and product eligibility.
11. Missing Refunds
If you have received confirmation that your refund has been issued but the funds have not appeared, first check your payment account and contact your payment provider.
If the refund remains missing, contact us at support@havenrow.uk.
12. Contact
Havenrow
1 Bilton Wy.
Lutterworth
LE17 4HJ
United Kingdom
Email: support@havenrow.uk
Phone: +44 7705061630
Customer service hours:
Monday–Friday: 9:00 AM–6:00 PM