Havenoro.com Official Return and Refund Policy

At Havenoro.com, we are committed to providing high-quality apparel and a transparent, professional service. This detailed policy outlines the specific terms and conditions for returns and refunds, tailored for both our standard apparel and custom-made, personalized products.

I. General Return Eligibility (Standard Apparel Only)

Most non-personalized apparel items purchased directly from Havenoro.com are eligible for return or exchange under the following conditions:

• Return Window: Returns must be initiated within 30 days of the original delivery date.
• Condition Requirement: The item must be returned in its original condition: unworn, unwashed, unaltered, and free of any odors (e.g., perfume, smoke). All original tags, labels, and packaging must be intact and attached.
• Exclusions: Items marked as "Final Sale" or falling under Section II (Personalized Orders) are exempt from this general return policy.

II. Personalized and Custom Orders Policy (Non-Refundable)

Due to the unique, made-to-order nature of our custom apparel, which is produced specifically for the customer and cannot be restocked, we maintain a strict policy:

• No Refunds or Exchanges: We do not offer refunds, exchanges, or store credit for any product that has been personalized, customized, or made according to customer specifications (e.g., custom names, specific prints, unique sizing adjustments).
• Quality Assurance: All personalized orders undergo a rigorous, multi-stage inspection process by our production staff to ensure the highest standards of quality and accuracy before shipment.

III. Resolution for Damaged or Defective Goods

Notwithstanding the personalization exclusion, if any product arrives damaged, defective, or materially different from what was ordered due to a production error, we will provide a resolution:

• Reporting Period: The customer must report the issue within 7 calendar days of receiving the order.
• Required Documentation: To initiate a claim, the customer must submit clear photographic evidence demonstrating the damage, defect, or inaccuracy.
• Contact Method: All claims must be submitted via email to customer-care@havenoro.com, including the order number and a detailed description of the issue.
• Resolution: Upon verification of the defect, Havenoro.com will, at its discretion, issue a full refund or provide a replacement item at no additional cost.

IV. Exchanges (Standard Apparel Only)

We offer exchanges for standard, non-personalized apparel items, subject to inventory availability:

• Eligibility: Exchanges must adhere to the same 30-day return window and original condition requirements as stated in Section I.
• Process: To request an exchange (e.g., for a different size or color), please contact customer-care@havenoro.com to initiate the request and confirm the availability of the desired replacement item.
• Shipping for Exchange: The customer is responsible for shipping the original item back to us. We will cover the standard shipping cost of sending the replacement item to you once the return is received and inspected.
• Out of Stock: If the requested item is unavailable, a standard refund will be processed according to the timelines in Section V.

V. Refund Timelines and Processing

Once a return is approved (for standard apparel) or a claim is validated (for damaged/defective items), the refund process is as follows:

• Processing Note: We typically process the refund request within 48 hours of approval. The final crediting to your account is subject to your bank's processing procedures.

VI. Return Initiation and Shipping

For eligible standard apparel returns and exchanges:

1. Initiation: Contact customer-care@havenoro.com with your order number and reason for return to request a Return Merchandise Authorization (RMA).
2. Instructions: We will provide detailed return instructions and the designated return address.
3. Shipping Responsibility: The customer is responsible for all costs associated with return shipping, except in cases where the return is due to an error by Havenoro.com (damaged, defective, or incorrect item).
4. Packaging: Items must be securely packed to prevent damage during transit. We recommend using a trackable shipping service.

VII. Fee Schedule (Return Deductions)

• Original Shipping Fees: Non-refundable, as this service has already been rendered by the carrier.
• Restocking Fee: A 15% restocking fee may be applied to returns of standard apparel items that are received outside the 30-day window but within 45 days, or if the item requires minor cleaning or repackaging.
• Damage/Usage Fee: If a returned item shows signs of wear, washing, alteration, or damage not attributable to Havenoro.com, the return may be denied, or a deduction of up to 50% of the item's price may be applied to the refund.

For further assistance or inquiries regarding this policy, please do not hesitate to contact our dedicated support team at customer-care@havenoro.com.