Refund policy

We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

- Unwanted items

If you happen to receive an item that you no longer want, just let us know within 14 days of delivery, you can contact us at customer.service@havenwoodfurniture.co.uk

Please make sure the item is in its original packaging, undamaged, and that you have not started the assembly process yet. We kindly ask you to provide us with some photos as proof. Once we receive the photos, we will then arrange to come collect the return from you.

A fee depending on weight will charged for collecting the return. Fees will be the following: 

Furniture below 30kg	£25
Furniture between 30kg-100kg	£50
Furniture above 100kg	£85

- Refund processing time 

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed within 5-10 business days and credited back to your original payment method.

- Defective or faulty items

All orders should be inspected on delivery and any damages should be reported to the delivery drivers when possible. However if you discover a fault after delivery, we will work with you to resolve the issue as quickly as possible. If the item has been damaged by yourself, charges may apply if damage is caused by misuse or improper handling.

- Exchanges

At this time, we do not offer direct exchanges. If you would like to purchase a different item, please return your original purchase for a refund. Once your return has been approved, you can place a new order for your preferred item. 

- If I receive the wrong order 

If you receive an item you did not order, please contact us as soon as possible. We will arrange collection of the incorrect item and resend the correct item at no additional delivery cost.

If we are out of stock or unable to send the correct item, a full refund will be issued, including the original delivery charge. 

- Exceptions / non-returnable items

Unfortunately we do not offer refunds on gift cards

- How do I request a return?

If you would like to request a return or have any questions regarding spare parts or faulty items, please email us at:

customer.service@havenwoodfurniture.co.uk

Please include your name, address, order number, the item(s) you would like to return.

If you have any questions about returns or refunds, our customer service team will be happy to help

This policy does not affect your statutory rights under UK consumer law