1. Returns and Exchanges
Return services are available for eligible orders.
Exchange services are not provided.
Furniture items are typically large and require specialised handling and transportation. Inventory structure, batch variation, and logistics costs make direct exchanges impractical. Eligible items may be returned for a refund, and customers may place a new order if an alternative product is required.
2. Order Cancellation Before Shipment
Orders cancelled within 48 hours of purchase and before shipment are eligible for a full refund.
Refunds are issued using the original payment method.
Orders placed more than 48 hours ago or already shipped cannot be cancelled. In such cases, customers are advised to receive the product and submit a return request within the applicable return period.
3. Return Eligibility
Return requests must be submitted within 30 days of receiving the product.
Items must be unused, in good condition, and suitable for resale.
All original accessories, manuals, and included items must be returned together with the product.
Returns may not be accepted if the item shows signs of misuse, improper handling, customer-caused damage, or if the request is submitted outside the allowed timeframe.
4. Damaged or Incorrect Items
Products damaged during delivery may be eligible for a refund.
Products that do not match the original order may be eligible for a refund.
In these situations, a full or partial refund may be provided after review, and no return-related fees will be charged.
5. Return and Refund Request Process
Requests must be submitted by email.
The request must include the order number and the reason for return or refund.
Each request is reviewed based on order status and eligibility conditions.
If approved, customers will be guided through the return process. After the returned item is received and inspected, a refund will be initiated within 3 business days using the original payment method.
6. Return Method and Fees
A return label is included with the original shipment and should be used for eligible returns.
Returns requested due to a change of mind may result in deductions, such as the original shipping cost.
Returns related to product defects or delivery damage do not incur return fees.
Items damaged by the customer or not meeting return conditions are not eligible for a refund.
7. Refund Timing
Refunds are processed through the original payment provider.
The time required for funds to appear in the customer’s account depends on the policies of the relevant bank or payment institution.
8. Contact Information
Business Hours: Monday to Friday, 09:00–17:00
Email: billing@havenupshop.com
Phone: +81 (801) 884 88 25
Address: 14, 1 HORAI-ZAKA 4-CHOME, KONAN, SHIGA 520-3103, JAPAN
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