Returns & Refunds Policy
Last updated: 5 October 2026
We want you to feel comfortable shopping with Havenly House & Home. If something is wrong with your order, contact us so we can help.
Your consumer rights
Australian Consumer Law applies to your purchase. For a major product failure, you may choose a refund or replacement, or retain the product and seek compensation for its reduced value. Compensation for reasonably foreseeable loss or damage may also be available.
For a minor problem, we may provide a free repair or another appropriate remedy. If the problem is not resolved within a reasonable time, you may have further rights, including a refund or replacement.
These rights are separate from our change-of-mind policy. They are not limited by a 14-day return window, a supplier’s warranty period or a request to report damage within 48 hours. You do not need original packaging to make a consumer guarantee claim.
Damaged, faulty or incorrect items
Email returns@havenlyhouseandhome.com.au with:
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Your order number or another form of proof of purchase.
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A description of the problem.
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Photos or video of the issue, packaging and shipping label where practical.
For visible delivery damage, please contact us promptly, ideally within 48 hours. This helps investigation and does not prevent a later claim under Australian Consumer Law.
We may need to assess the item to determine the appropriate remedy. Havenly House & Home remains your contact, even when a small business or supplier dispatched the order.
Returning an item with a problem
Contact us before arranging a return so we can provide the correct address and instructions.
For confirmed consumer guarantee failures, we cover reasonable return costs. Keep receipts for any reasonable postage or transport costs you pay. For faulty items that are large, heavy or difficult to remove, we will arrange collection or cover the required transport costs within a reasonable time.
Change-of-mind returns
For eligible products under our standard change-of-mind terms, submit your request within 14 calendar days of receiving the item.
Items must be unused, in their original condition and include their original tags and packaging. Change-of-mind returns are not available for opened or used items, health and safety products or bulk purchases under our standard policy.
Some furniture, made-to-order and small-business products have different change-of-mind conditions or exclusions. Any different conditions must be disclosed on the product page before purchase. They do not affect your consumer guarantee rights.
Email returns@havenlyhouseandhome.com.au with your order number, the reason for return and photos showing the item’s condition. Obtain return approval and shipping instructions before sending an eligible change-of-mind item back.
Change-of-mind costs
Under our standard terms, an approved change-of-mind refund includes the returned item’s purchase price and applicable original delivery charge, less:
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A restocking fee of 10% of the returned item’s purchase price.
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The return postage or freight cost.
Any different product-specific fees or refund treatment must have been disclosed before purchase and will be explained when we assess your request.
These deductions apply to eligible change-of-mind returns. They do not apply to refunds or other remedies required for a consumer guarantee failure.
Cancellations and returned parcels
Contact us immediately if you want to change or cancel an order. Cancellation may not be possible once dispatch processing has begun.
After dispatch, a customer-requested cancellation or return is subject to the applicable change-of-mind conditions, where eligible.
If a parcel is returned because it was unclaimed or the address supplied was incorrect, we will contact you to discuss redelivery or cancellation and explain any applicable, lawful freight costs or change-of-mind fees. We do not impose these fees on remedies required under Australian Consumer Law.
Refund processing
Refunds are issued to the original payment method unless we agree otherwise with you. Approved refunds are processed within 10 business days after entitlement is confirmed and any necessary return or assessment is completed. Your bank or payment provider may take additional time.
Handmade and natural materials
Minor variations in colour, pattern or finish can be part of handmade pieces and natural materials. This does not remove your rights if an item is faulty, unsafe or materially different from its description or sample.
Contact
Returns, refunds and product issues: returns@havenlyhouseandhome.com.au
General order enquiries: support@havenlyhouseandhome.com.au.