Refund Policy
Refund and Returns Policy
At Haven and Harlow, your satisfaction is our priority. If something isn't quite right, we want to make it right.
Change of Mind Returns
We do not offer refunds or exchanges for change of mind. Please choose carefully. We are unable to offer a refund simply because the product doesn't suit you or you changed your mind. This does not affect your rights under Australian Consumer Law for major product faults.
Damaged or Faulty Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at support@havenandharlow.com.au with:
- Your order number
- A description of the issue
- Clear photos of the damaged or faulty item
We will arrange a replacement or full refund at no cost to you, including return shipping if required.
Skincare Products
For hygiene and safety reasons, opened skincare products cannot be returned unless they are faulty or have caused an adverse reaction. If you experience an unexpected reaction to any of our products, please discontinue use immediately and contact us for assistance.
Refund Processing
Approved refunds are processed within 5–7 business days. Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear in your account.
Australian Consumer Law
Our refund policy operates in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.