Returns & Refund Policy

Last updated: October 3, 2026

We want you to feel confident ordering from Haven & Vue. This policy explains how returns, cancellations and refunds work. Nothing in this policy limits or removes any rights you may have under applicable consumer law.

1. UK and EEA Cancellation Rights

If you are a consumer in the UK or European Economic Area, you may have a statutory right to cancel an eligible online purchase within 14 days after the day you, or a person you nominate, receives the goods.

Where applicable, you then have a further 14 days to send the goods back after notifying us of your cancellation.

These rights are subject to the exceptions and conditions set out in applicable law. Your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods are not affected by this policy.

2. How to Request a Return or Cancellation

Please contact havenandvue@gmail.com with:

• Your order number;

• The product you wish to return or cancel; and

• The reason for your request, where applicable.

We will provide the applicable return instructions and any information reasonably required to process your request.

Customers should not send products back without first contacting Haven & Vue and receiving the appropriate return instructions.

3. Condition of Returned Items

Please take reasonable care of products while they are in your possession.

Where you exercise a statutory cancellation right, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning, where permitted by law.

Where reasonably applicable, products should be returned with their original components, accessories and packaging.

4. Damaged, Faulty or Incorrect Items

If a product arrives damaged, faulty or different from the product ordered, please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs or other information that reasonably helps us identify and assess the issue.

We will assess the circumstances and provide the remedy required by applicable consumer law.

5. Return Shipping

Where you exercise a statutory cancellation right, return shipping costs may be your responsibility unless the goods are faulty, damaged, incorrect or applicable law requires Haven & Vue to cover the cost.

We will provide the applicable return instructions when your request is processed.

Where Haven & Vue is legally responsible for the return costs, those costs will be handled in accordance with applicable law.

6. Refunds

Once an eligible return has been received and any necessary assessment has been completed, we will process the applicable refund to the original payment method unless otherwise required or permitted by law.

Refunds may take additional time to appear depending on the payment provider or financial institution.

Where a statutory cancellation right applies, refunds will be provided within the timeframe required by applicable law, subject to any lawful conditions concerning receipt of the goods or evidence that they have been sent back.

7. Multi-Buy Discounts

If an order containing multiple Haven Lamps is returned or partially cancelled, the applicable refund may be recalculated based on the quantity ultimately retained.

Where a return or cancellation reduces the quantity retained below the threshold required for a particular multi-buy discount, the remaining products may be recalculated using the applicable price for the quantity retained.

Any refund will therefore reflect the price that would have applied to the products ultimately retained, where permitted by applicable law.

8. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, please contact havenandvue@gmail.com as soon as possible.

We will make reasonable efforts to process cancellation requests received before an order enters fulfilment.

Once an order has entered fulfilment or been dispatched, it may no longer be possible to cancel it through our fulfilment process. Where this occurs, any applicable statutory cancellation or return rights remain unaffected.

9. Consumer Rights

Nothing in this policy excludes or restricts any mandatory consumer rights.

If a product is faulty, damaged, misdescribed or otherwise does not conform to the contract, you may have additional legal rights and remedies.

10. Contact

For returns, cancellations and refunds:

Haven & Vue
Email: havenandvue@gmail.com