1. Purpose and Scope
These terms apply to all users who access, browse, or use the website and its services.
They apply to interactions related to product information, ordering, payment, delivery, and after-sales support for orders delivered within Australia.
2. User Responsibilities and Website Use
Users are expected to use the website in a lawful and appropriate manner.
Information provided by users, including order and contact details, should be accurate and complete.
Reasonable efforts are made to maintain website availability and accuracy, although uninterrupted access cannot be guaranteed due to maintenance, technical issues, or external factors.
3. Product Information, Availability, and Pricing
Product descriptions, images, and specifications are provided for general reference and are presented as accurately as reasonably possible.
Availability and pricing may change based on inventory status or operational updates.
The right is reserved to correct errors or update information relating to product details, stock availability, or pricing where necessary.
4. Orders and Payment
Visa
Mastercard
Discover
JCB
Diners Club
At checkout, customers may use any of the above credit or debit cards to complete payment. No other payment methods are supported.
Payments are processed through secure third-party payment systems.
We do not directly store full card numbers or sensitive card verification details.
Reasonable technical and organisational measures are used to support secure payment processing during checkout.
Payment handling follows the methods and procedures described on the Payment Methods page and must be completed in full before order processing begins.
5. Shipping and Delivery
All orders include free shipping.
Orders placed after 17:00 on a business day are processed starting from the next business day.
Orders placed on public holidays or outside business hours are processed on the next business day.
Business days refer to Monday to Friday, excluding public holidays.
Orders are delivered through third-party logistics service providers.
After dispatch, delivery is generally completed within 7–10 days, subject to reasonable variations caused by location, weather, or carrier conditions.
If delivery time significantly exceeds the expected timeframe, customers are encouraged to contact us, preferably by email. Phone support may be used as a supplementary option.
Users are encouraged to review the full Shipping Policy for complete and up-to-date shipping information.
6. Order Cancellation
Orders placed within 48 hours of purchase and not yet shipped may be cancelled upon request and will proceed to the refund process.
Orders that have already been shipped or placed more than 48 hours ago cannot be cancelled.
Once an order has entered the shipping stage or exceeded the allowable cancellation period, cancellation is no longer feasible due to processing and logistics arrangements. In such cases, customers are advised to receive the product and apply for a return through the applicable return and refund process.
Cancellation requests should be submitted by email as the preferred method.
Phone enquiries may be used as a supplementary option during business hours.
To help us review the request efficiently, customers should provide relevant order details, including the order number and any supporting payment or order information.
Full conditions are set out in the Order Cancellation Policy.
7. Returns, Refunds, 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.
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.
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.
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.
Timeframes, eligibility requirements, fees, and refund processing details are described in the Returns, Exchanges and Refund Policy, which should be reviewed before submitting a request.
8. Privacy and Data Protection
Personal information is collected, used, and protected in accordance with applicable privacy and data protection requirements.
Data handling practices follow the principles described in the Privacy Policy and are designed to support secure and responsible use of personal information.
9. Australian Consumer Law
Nothing in these terms limits or excludes rights available under the Australian Consumer Law.
Statutory guarantees apply to goods and services supplied to consumers in Australia, and these terms operate alongside those legal protections.
10. Governing Law and Dispute Resolution
These terms are governed by and interpreted in accordance with the laws of Australia.
Any disputes arising from website use or related transactions are to be addressed under applicable Australian legal principles.
11. 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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