Refund policy

Last updated: 02 September 2026

1. Returns Eligibility

If you're not happy with your order, you can return eligible items under the terms set out below.

Returns are accepted within 30 days of the delivery date.

To qualify for a return:

  • The item must be unused, unwashed, and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase (order number or receipt) is required

This Return & Refund Policy forms part of our Terms of Service and applies alongside any statutory rights you have under applicable law.

2. Consumer Right to Cancel

If you're based in the United Kingdom, you have a statutory right to cancel your order within 14 days of delivery. We extend this and offer a 30-day return window as standard. This extended period sits on top of your statutory rights and doesn't limit them in any way.

This right applies whether or not the item is faulty.

3. How to Initiate a Return

To start a return, get in touch at:

Email: hello@havennest.co.uk

Please include:

  • your order number
  • the reason for the return

Once we've received your request, we'll send a prepaid return shipping label within 48 business hours.

We recommend reaching out before sending anything back, so we can confirm the correct return instructions and issue the prepaid label.

You won't be asked to send items to a different country, all returns are handled within the United Kingdom.

None of this affects your legal right to cancel within the applicable statutory period.

4. Return Shipping Costs

Return shipping is free for any return that meets the conditions above.

We provide a prepaid return label and cover the shipping cost when the return complies with this policy.

For delivery times and shipping conditions, see our Shipping Policy.

5. Exchanges

To exchange an item, contact us at hello@havennest.co.uk.

Exchanges depend on stock availability. If the item you'd like instead isn't available, we'll issue a refund.

6. Faulty or Defective Items

If your item arrives faulty, damaged, or defective:

  • Contact us as soon as you notice the issue
  • Send a description and, where possible, photos

Depending on the situation and your applicable consumer rights, we'll offer a repair, replacement, or full refund.

7. Refunds

Once we've received and checked your returned item, we'll process your refund.

  • Refunds are processed within 14 days
  • Refunds go back to the original payment method

We don't charge restocking fees.

You'll be refunded the full amount paid for the returned item, in line with applicable consumer law, we won't deduct handling or processing fees.

Your bank or payment provider may take a little longer to show the refund on your end.

8. Non-Returnable Items

Unless a product page states otherwise, all items can be returned under this policy.
Items damaged through misuse, neglect, or normal wear and tear aren't eligible for a refund.

9. Late or Missing Refunds

If your refund hasn't arrived after the stated processing time:

  • Check with your bank or payment provider first
  • Then contact us at hello@havennest.co.uk and we'll look into it

10. Contact & Customer Support

For any questions about returns or refunds, reach us at:

  • Email: hello@havennest.co.uk
  • Phone: +44 7458 148713
  • Customer service hours: Monday–Friday, 8am–6pm GMT. Closed Saturdays, Sundays and public holidays.