Refund policy

1. Scope

At Home and Haven, customer satisfaction is our priority. This policy applies to all purchases made, except for final-sale items, custom orders, and digital products.

2. Return Window

• Under the Consumer Protection Act (CPA), defective goods may be returned within 6 months of purchase for repair, replacement, or refund.
• For non-defective items, we allow 14 days for returns, provided items meet the conditions below.

3. Return Conditions

Items must meet all of the following to qualify for a return:

• Returned in original packaging (including boxes, labels, and protective wrapping).
• Unused, unworn, unwashed, and undamaged.
• Accompanied by proof of purchase (order confirmation or receipt).
• Free from odors, stains, or signs of wear.

4. How to Initiate a Return

• Email hello@homeandhaven.co.za with your order number and reason for return.
• Wait for confirmation and instructions before sending items back.
• Unauthorized returns may be rejected.

5. Return Shipping Costs

• Defective/Wrong Item: We cover return shipping.
• Change of Mind/Other Reasons: Customer pays return shipping. Use a tracked courier service.

6. Refunds

• Inspected within 2 business days of receipt.
• Refunds issued to the original payment method within 5–10 business days.
• Shipping fees are non-refundable unless the item was defective or incorrect.

7. Exchanges

• Free exchanges for size or color variations, subject to stock availability.
• Exchanges follow the same process as returns.

8. Exceptions

• Final-sale items, gift cards, and digital products are non-returnable.
• Hygiene-sensitive items cannot be returned unless defective.
• Products purchased during promotional sales may only be exchanged, not refunded.