REFUND & RETURNS

CHANGED YOUR MIND?

You can cancel your order within 14 days, starting from the day after you receive your goods.

1. Tell us you're cancelling.

Contact us at ben@havenmark.co.uk or WhatsApp +44 7864 306023 within that 14-day period. Please include your order number.

2. Send the goods back.

You then have a further 14 days to return them to us.

3. Return postage.

For change-of-mind returns, you pay the cost of posting the goods back to us. Please use a tracked service and keep your proof of postage, as you're responsible for the goods until they reach us.

4. Refund.

We'll refund the price of the goods and the standard delivery charge you paid, subject to the applicable consumer rules. If you chose a more expensive delivery option, the additional amount above standard delivery does not need to be refunded.

We'll process your refund in accordance with the applicable consumer rules once the returned goods or appropriate evidence of return has been received. Refunds go back to the original payment method where practicable.

CHECKING YOUR GOODS

You're welcome to open and inspect goods as you would in a shop, to see what they are, what they're like and whether they work.

If goods have been handled beyond what's needed for that, and they've lost value as a result, we may deduct a proportionate amount from your refund. Any deduction will reflect the actual loss in value, and we'll explain it to you clearly.

FAULTY OR DAMAGED GOODS

If something arrives faulty or damaged, or develops a fault, please contact us with your order number and, where you can, a photo of the problem. We'll send you a prepaid return label, so you won't pay to send it back.

We'll then put things right in line with your statutory rights.

SALE AND CLEARANCE ITEMS

Sale and clearance items carry the same statutory rights as everything else.

REFUSED, UNDELIVERABLE OR UNCLAIMED ORDERS

If an order is returned to us because the delivery address was incorrect, the parcel was refused, or it was not collected, we'll contact you to arrange the next step. Any additional delivery or return costs incurred may be payable by the customer where permitted by law.

YOUR STATUTORY RIGHTS

This policy doesn't affect your statutory rights under UK consumer law.