Curated Outdoor Furniture | Reliable Delivery
Orders of AUD 100 or more (including AUD 100) qualify for free shipping.
Log in
Log in

Cart

Your cart is currently empty.

Continue shopping
Total
0.00 AUD

Terms of Service

 

Welcome to the Havenaluna online store (hereinafter referred to as “we” or “us”). This Service Policy explains your rights and obligations when using our website and related services. Please read this policy carefully before placing an order or using our services.

1. Introduction and Scope

This Service Policy applies to all activities conducted through our website, including browsing, registration, ordering, payment, delivery, and after-sales services.By using our website or completing a purchase, you acknowledge that you have read, understood, and agreed to the terms of this policy.

2. User Accounts and Website Responsibilities

You are responsible for ensuring that the information you provide while using our website is true, accurate, and complete.We are responsible for maintaining the normal operation of the website but are not liable for temporary service interruptions caused by network issues, system maintenance, or other uncontrollable factors.

3. Product Information, Inventory, and Pricing

We strive to ensure that all product information, inventory status, and pricing displayed on our website are accurate.In the event of changes due to system updates or other reasons, we reserve the right to adjust such information without prior notice. The information confirmed at the time of order placement shall prevail.

4. Orders and Payment

Once you have successfully placed and paid for an order, it will enter the processing stage.

We support multiple commonly used payment methods, as displayed at checkout.

If any issues are identified before order processing begins, we may contact you to verify order details.

5. Shipping Policy

Our delivery services cover all regions within Australia. After payment confirmation, orders are generally processed within 1–3 business days.

Once shipped, the estimated total delivery time is 5–10 business days. Actual delivery times may vary depending on logistics arrangements and the delivery address.

We work with reliable local shipping carriers, including but not limited to Australia Post, StarTrack, Toll, Aramex Australia, and CouriersPlease, to ensure safe and stable delivery.

Shipping Fees:

  • Orders of AUD 100 or more (including AUD 100) qualify for free shipping.

  • Orders below AUD 100 are subject to a flat shipping fee of AUD 10.99.

All applicable taxes are included in the product prices, and no additional charges will be applied at checkout.

For more detailed delivery information, please refer to our Shipping Policy page.

6. Order Cancellation Policy

After an order is placed and payment is completed, you may request order cancellation within 48 hours, provided the order has not yet entered the shipping process.

Once an order has been processed and handed over to the carrier, and the shipment is in transit, it can no longer be canceled.

If an order has already been shipped and you wish to change your purchase decision, you may submit a request after receiving the product in accordance with our return and exchange process. All such requests will be reviewed and handled based on the latest published Return & Exchange Policy.

For full details regarding cancellation conditions and processing timelines, please refer to our Order Cancellation Policy page.

7. Return and Exchange Policy

After receiving your order, you may submit a return request within 40 days, provided the applicable conditions are met.

Eligible return conditions include:

  • The product arrives with visible damage, manufacturing defects, or functional issues affecting normal use.

  • The received item does not match the product description, or an incorrect item was delivered.

  • The product shows clear abnormalities, such as severe color differences or unacceptable odors.

  • The product is unused, with all accessories intact, and shows no signs of human-caused damage.

Return Shipping Responsibility:

  • If the return is due to an issue within our responsibility, the related shipping and return costs will be covered by us.

  • If the return is requested for personal reasons, the return shipping cost must be borne by the applicant.

Once the return request is approved, the return process will proceed accordingly.

For complete details on return conditions and procedures, please refer to our Return & Exchange Policy page.

8. Refund Policy

Refunds will be arranged once refund conditions are met.

  • Refund Process

Refunds will be initiated after a return or cancellation request has been reviewed and approved.

  • Refund Method

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

  • Refund Timeframe

Depending on the processing efficiency of different card issuers, refunds are expected to be completed within 1–3 business days.If the refund has not been received after this period, please contact us for assistance.

9. Disputes and Applicable Rules

If any disputes arise during the use of our services or transactions, both parties should first attempt to resolve them through friendly communication.We operate in accordance with Australian requirements, including GDPR principles.

We reserve the right to update this Service Policy based on operational needs and will notify users of relevant changes through our website.

10. Privacy and Data Protection

We value your personal information and data security.For detailed information on data collection, usage, and protection, please refer to our Privacy Policy page.

11. Intellectual Property

All text, images, designs, and other content displayed on the website are protected by applicable rights.No content may be used, copied, or distributed without prior authorization.

12. Limitation of Liability

To the extent permitted, we shall not be liable for indirect losses arising from the use of or inability to use our website or services.Nothing in this policy affects your lawful rights.

13. Changes to the Service Policy

We may update this Service Policy from time to time.Any updates will be published on the website and will take effect upon posting.

14. Contact Us

If you have any questions regarding this Service Policy or our services, please feel free to 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)