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 review product descriptions and images carefully before purchasing. 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, have caused an adverse reaction, or are covered by the Renewal Serum 30-Day Guarantee below. If you experience an unexpected reaction to any of our products, please discontinue use immediately and contact us for assistance.

Renewal Serum 30-Day Guarantee

As an explicit exception to the Change of Mind Returns and Skincare Products policies above, the Renewal Serum comes with its own guarantee. This guarantee applies only to the Renewal Serum and does not extend to other products in our range.

If you've used the Renewal Serum consistently for at least 14 days and you're genuinely not satisfied with your results, contact us within 30 days of delivery at support@havenandharlow.com.au with your order number.

  • You must return the bottle to us — this guarantee is for genuine dissatisfaction after real use, not a change-of-mind return.
  • Return shipping is the customer's responsibility for this guarantee (unlike faulty or damaged items above, which we cover in full).
  • This guarantee applies once per customer.

Once we receive the returned bottle, we'll process a full refund to your original payment method within 5–7 business days.

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.