Terms of service

Effective date: September 2, 2026

1. Introduction

Welcome to HavenNest. These Terms of Service ("Terms") govern your purchase of goods from HavenNest, a brand operated by Primus Agency LTD ("we", "us", "our"). By placing an order with HavenNest, you accept and agree to these Terms.

Seller details:
Primus Agency LTD (trading as HavenNest)
Registered office: 160 City Road, London, EC1V 2NX, United Kingdom
Company number 13832188
Email: hello@havennest.co.uk
Phone: +44 7458 148713.
Customer service hours: Monday–Friday, 8am–6pm GMT. Closed on Saturdays, Sundays and public holidays.

All orders are sold by Primus Agency LTD. UK customer support is provided under the HavenNest brand.

Website hosting:

Shopify Inc.
151 O'Connor Street
Ground floor, Ottawa, Ontario K2P 2L8
Canada
Phone: +1 888-746-7439

2. Applicability & Acceptance

2.1 These Terms apply to all orders placed through our website (havennest.co.uk).
2.2 For customers residing in the United Kingdom, HavenNest directs its commercial activity to the UK market, and consumers benefit from the protection of UK consumer law regardless of the seller's country of registration.

3. Orders, Contract Formation & Availability

3.1 Placing an order constitutes an offer to purchase. We confirm acceptance of your order by sending an Order Confirmation email. The contract is formed once we send that confirmation.
3.2 All orders are subject to availability and confirmation of the order price. If an item becomes unavailable after your order is placed, we'll let you know and offer a refund or an alternative.

4. Price & Payment

4.1 All prices displayed represent the final price payable. There are no hidden fees. The total shown at checkout is the amount you pay.

4.2 We accept the payment methods shown at checkout. Payment is taken when your order is confirmed, unless stated otherwise.

5. Shipping & Delivery

5.1 We currently deliver only within the United Kingdom. Shipping is free, with no hidden fees.

5.2 Processing time before dispatch: 1–2 business days (Mon–Fri).

Transit time after dispatch: 2–5 business days.

Total expected delivery: 3–7 business days.

Delivery times may vary depending on the product, carrier and order volume. This does not affect your statutory rights.

5.3 We provide tracking information by email once your order has been dispatched. We remain responsible for the parcel until it reaches you. If a parcel is lost or arrives damaged, we will resolve the issue and provide a replacement or refund where appropriate.

For further information, please see our shipping policy.

6. Returns, Exchanges & Refunds

6.1 Right to cancel / returns window: We accept returns within 30 days of delivery for a full refund or exchange, with return shipping prepaid. Items must be returned in new, unused condition, with original packaging and proof of purchase.

6.2 Defective products: If an item is defective, we will accept the return and provide a repair, replacement or refund depending on the circumstances.

6.3 Return procedure: contact hello@havennest.co.uk with your order number. We'll email you a prepaid return label within 48 business hours. Please contact us before returning an item so we can send the correct prepaid label and instructions.

6.4 Refunds: Refunds are processed within 14 days of receiving and inspecting the returned item, and issued to the original payment method. No restocking fees apply.

Full details on returns and refunds are available in our Return & Refund Policy.

7. Cancellation & Order Changes

7.1 To cancel or change an order, contact us before dispatch where possible at hello@havennest.co.uk. If your order hasn't shipped yet, we'll cancel or amend it where we can. If it has already shipped, please follow the returns process instead.

8. Returns & Shipping Costs

8.1 Return shipping for valid returns, as described above, is free and handled through the prepaid label we provide.

9. Warranties & Liability

9.1 To the fullest extent permitted by law, nothing in these Terms limits or excludes your rights under the Consumer Rights Act 2015. Nothing here limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded or limited by law.
9.2 For UK consumers, statutory consumer rights, including the right to a refund for faulty goods, remain unaffected.

10. Intellectual Property

10.1 All content on the Site (text, graphics, logos, images, product descriptions) is owned or licensed by us. You may not reproduce or use our content without prior written permission.

11. Privacy & Data Protection

11.1 We process personal data in accordance with our Privacy Policy. For UK customers, this processing complies with applicable UK data protection law (UK GDPR). Our Privacy Policy explains how we collect, use and safeguard your information. Please read it before placing an order.

12. Customer Support / After-Sales Service

12.1 Our customer support aims to respond within 24 business hours (excluding weekends and public holidays). UK support hours: Monday–Friday, 8am–6pm GMT. Contact us at hello@havennest.co.uk or on the UK support line (+44 7458 148713).

13. Marketing Communications

13.1 We only send marketing communications where you've given consent, and you can withdraw that consent at any time via the unsubscribe link in any marketing email.

14. Changes to these Terms

14.1 We may update these Terms from time to time. Material changes will be posted on the Site with an updated effective date. Continuing to use the Site after changes are posted means you accept the new Terms.

15. Governing Law & Jurisdiction

For purchases delivered to the United Kingdom, these Terms are governed by and construed in accordance with the laws of England and Wales, and you may bring legal proceedings relating to the goods in the courts of England and Wales. Nothing in this clause affects your statutory rights as a consumer under applicable UK law.

16. Contact Us

If you have questions about these Terms, contact us at:
Email: hello@havennest.co.uk
Phone: +44 7458 148713.
Customer service hours: Monday–Friday, 8am–6pm GMT. Closed on Saturdays, Sundays and public holidays.