Return & Exchange Policy
This page outlines the basic arrangements regarding product returns and exchanges for the HavenLoria (hereinafter referred to as “we,” “our,” or “us”) online store. This Return & Exchange Policy applies to orders placed through this website where the products have already been delivered and received.
If a product has quality issues, does not match the order information, or meets other eligible conditions, a return or exchange request may be submitted according to this policy.
Submitting a return or exchange request indicates that you have read and understood the contents of this policy.
1. Return & Exchange Eligibility Period
Users may submit a return or exchange request within 35 days after receiving the product.
The 35-day return and exchange period is provided because after delivery, customers usually need sufficient time to inspect the product, evaluate its use experience, and confirm its condition. A reasonable timeframe allows customers to determine whether the product meets the order description while also allowing adequate time for the after-sales review process.
Requests submitted beyond this period may not be eligible for the standard return or exchange process.
2. Eligible Situations for Return or Exchange
Users may submit a return or exchange request under the following circumstances:
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Product appearance issues, such as obvious damage or packaging problems affecting the product condition
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Product quality issues, such as structural or functional defects
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Unpleasant odor or significant color differences that clearly affect normal use or appearance
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Product does not match the order information, such as incorrect model or style
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Return or exchange without reason, provided the product remains in its original condition
When submitting a request, order information and supporting materials are usually required for verification.
3. Return Request Process
If you need to return a product, please follow the steps below:
First, contact us via email or phone to submit a return request.
The request should generally include the order number, payment confirmation, reason for return, and photos or videos showing the issue.
After receiving the request, our customer service team will review the application.
If the request is approved, we will notify you through your contact information and provide the return address.
Next, you will need to ship the product back to the provided address and wait for the package to be received.
After the returned item arrives, the product condition will be inspected to confirm whether it matches the situation described in the application.
Once the review is completed, the order will enter the refund processing stage.
For more information regarding refund methods and timelines, please refer to the Refund Policy page.
4. Exchange Process
If you would like to exchange a product, you may submit an exchange request through our customer service channels.
The request should include the order number, payment confirmation, reason for exchange, and related photos or videos.
After the request is submitted, our customer service team will review the application.
If the exchange request meets the required conditions, we will notify you of the review result and provide the address for returning the product.
Once the product is returned and received, it will be inspected.
After confirming that the product condition matches the submitted information, a replacement product is typically arranged for shipment within 1–3 business days.
For details regarding shipping times and logistics arrangements, please refer to the Shipping Policy page.
5. Refund Processing
After the returned product is verified and the order enters the refund stage, the refund is usually processed using the original payment method.
Refund Method
Refunds will be returned to the bank card used for payment, such as Visa or MasterCard.
Refund Timeframe
Processing times may vary depending on the bank. In most cases, refunds will appear in the account within 3–7 business days.
If the refund does not appear within this timeframe, you may contact customer service for further assistance.
6. Responsibility for Shipping Costs
Shipping cost responsibility may vary depending on the reason for the return or exchange:
If the return or exchange is due to the following reasons:
product appearance issues, quality defects, unpleasant odor, severe color differences, or the product not matching the order information, the return shipping cost will usually be covered by us.
If the request is a return or exchange without reason, the shipping cost for returning the product is typically borne by the customer.
The final cost arrangement will be determined based on the order details and review results.
7. Responsibility Notice
Return or exchange requests are usually reviewed based on the order record, product condition, and submitted documentation.
If the product condition changes during the return shipment due to improper packaging or shipping damage, this may affect the review result.
When submitting a return or exchange request, it is recommended to provide complete information to help ensure a smoother processing procedure.
8. Contact Us
If you have any questions regarding the return and exchange process or order status, you may contact us through the following methods:
Address:
61 WILDA LN, ELKVIEW, WV, 25071, US
Customer Service Phone:
+1 (681) 510-8765
Customer Service Email:
168localhelp@havenloria.com
Service Hours:
Monday to Friday
9:00–12:30 and 14:00–18:00 (U.S. Time)
This page forms an important part of the website’s Return & Exchange Policy and applies to after-sales services for orders placed through this website.