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Return and Exchange Policy

 

Thank you for shopping with Havenaluna (hereinafter referred to as “we” or “us”). To ensure a clear and transparent shopping experience, please review the following Return & Exchange Policy carefully.

1. Policy Scope

This policy applies to all products purchased through our online store.Returns and exchanges may be requested only if the conditions outlined below are met.

2. Return & Exchange Period

You may request a return or exchange within 40 days from the date of delivery confirmation.Requests submitted after this period will not be accepted.

3. Eligible Return & Exchange Conditions

You may apply for a return or exchange if any of the following situations occur:

  • The product has visible appearance issues

  • The product has quality-related defects

  • The product has an odor or severe color difference

  • The received product does not match the order information

  • Return or exchange without reason

Returned items should be in reasonably complete condition and, where possible, include original packaging and accessories.

4. How to Apply

Before returning or exchanging an item, please contact us by email or phone and provide the following information:

  • Order number

  • Proof of payment

  • Reason for return or exchange

  • Relevant photos or videos (if applicable)

Our customer support team will review your request after receiving complete information.

5. Return Process

  • Once your return request is approved, we will notify you using your contact details and confirm the return arrangement.

  • Please send the product to the following designated return address: 8615 Hankins Rd, Charlotte, NC 28269-2607, United States

  • After shipping the item, please retain your shipping record and wait for us to receive the product.

  • Upon receipt, we will inspect the returned item to verify the reported issue.

  • If the inspection is approved, we will proceed with your refund.

6. Exchange Process

  • After your exchange request is approved, we will contact you to confirm the exchange arrangement.

  • Please return the product to the following designated return address: 8615 Hankins Rd, Charlotte, NC 28269-2607, United States

  • Once we receive and inspect the returned item, we will confirm whether it meets the exchange requirements.

  • If approved, a replacement item will be shipped to your address within 1–3 business days.

7. Refund Information

  • Refunds will be issued to the original payment method used at checkout, including Visa and MasterCard.

  • Depending on the processing time of your card issuer, refunds are expected to be completed within 1–3 business days.

  • If the refund is not received after this period, please contact us for assistance.

8. Fees & Return Label

  • For returns or exchanges due to appearance issues, quality problems, odor, severe color differences, or incorrect items, return shipping costs will be covered by us.

  • For returns or exchanges without reason, shipping costs must be borne by you.

A return label is included in each package to facilitate the return process.

9. Responsibility Statement

We are responsible only for return and exchange requests that meet the conditions stated in this policy.

Issues arising from improper use, improper storage, or requests made outside the allowed time frame are not covered by this policy.

10. Contact Us

If you have any questions regarding returns, exchanges, or this policy, please contact us through the following channels:

Address: 8615 HANKINS RD, CHARLOTTE, NC 28269-2607, United States
Telephone: +1 (973) 303-8846
Email address: solutions@havenaluna.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)