Return, Exchange, or Refund Policy

1. Scope of Application

This Return and Refund Policy applies to products purchased through our website. It outlines the conditions, timeframes, and procedures for returns and refunds in accordance with applicable Australian consumer regulations.

2. Return Conditions

• Our store accepts return requests in accordance with the conditions outlined in this policy.

• Direct product exchanges are not offered. Due to inventory management and product availability across multiple logistics locations, replacement items cannot be issued immediately.

• Customers may return the received item and place a new order separately through our website if required.

The store doesn’t offer direct exchanges because the goods are handled by external warehouses, stock levels vary, and every return requires quality checks, processing, and separate shipping.

3. Return Timeframes and Eligibility

Customers may submit a return request within 35 days of receiving their order.

Returned items must be in their original condition as received, including:

• No signs of use or damage

• Original packaging intact

• All accessories, manuals, and documentation included

Items that have been used, altered, damaged, or returned without original packaging may not be eligible for a refund.

A return shipping label is included inside the parcel, allowing customers to initiate the return process upon receiving their order.

4. Refund Conditions

Orders that have not yet entered processing may be cancelled within 48 hours of payment confirmation and will be eligible for a full refund.

If more than 48 hours have passed, or if the order has already been dispatched, refunds can only be processed through the return procedure after the item has been received.

All refunds are subject to inspection and verification of the returned item’s condition.

5. Return and Refund Procedure

To initiate a return request, customers must contact us and provide the following information:

• Order number

• Reason for return

• Photos of the item, where applicable (required in cases of defects or transit damage)

Once the request has been reviewed, confirmation and return guidance will be provided.

Customers should use the return shipping label included in the original parcel to send the item back.

After the returned product has been received and inspected, refunds will be processed within 1–5 business days.

6. Return Shipping

All approved returns include return shipping using the enclosed return label.
Shipping costs within Australia are covered as part of our standard service, and no additional shipping charges will apply.

7. Refund Method

Refunds will be issued using the same payment method originally used for the purchase.

The time required for refunded funds to appear in the customer’s account may vary depending on the policies of the relevant financial institution.

8. Contact Information

For enquiries or to initiate a return or refund request, please contact us using the details below:

Email: getstarted@havengoloft.com
Phone: +65 (869) 54532
Address: APT BLK 95 DAWSON ROAD #10-66, SINGAPORE 141095, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm (AEST)

Our store is committed to providing a transparent, reliable, and compliant shopping experience in line with Australian online furniture retail standards.