Refund policy

At Haverel, we want your purchase experience to be clear, fair, and easy to understand. This Refund Policy explains how returns, refunds, cancellations, damaged items, and failed deliveries are handled.

Please read this policy carefully before placing your order.

Return Window

Haverel accepts eligible return requests within 30 days from the delivery date.

To start a return, please contact us first at:

support@haverel.com

Returns must be approved before any item is shipped back. Items sent back without prior written authorization may be refused or may experience delayed processing.

Approved refunds are issued to the original payment method used at checkout.

Return Eligibility

To qualify for a return, the item must meet the following conditions:

The return request is submitted within 30 days of delivery
The item is unused and in resalable condition
The item is free from stains, scratches, chips, cracks, structural damage, or signs of heavy wear
All parts, hardware, manuals, accessories, and original components are included
The item is securely packed in its original packaging whenever possible
The return has been approved by Haverel in writing before shipment

Customers may open the package to inspect the item after delivery. However, returned items must be unused, undamaged, and repacked securely to prevent damage during return transit.

Items Not Eligible for Return

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

Used, altered, installed, assembled, or modified items
Items with stains, scratches, chips, cracks, dents, odors, or signs of use
Items missing parts, hardware, accessories, manuals, or original components
Items returned without prior written approval
Items damaged during return shipping due to improper packaging
Custom-made, personalized, made-to-order, or final-sale items
Items that cannot be safely transported due to missing or inadequate packaging

If you are unsure whether your item is eligible for return, please contact us at support@haverel.com before shipping anything back.

Damaged, Defective, Missing, or Incorrect Items

Please inspect your order carefully as soon as it is delivered.

If your item arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery at:

support@haverel.com

To help us review your case quickly, please include:

Your order number
Clear photos of the item
Photos of the damaged or defective area
Photos of the outer packaging
Photos of the inner packaging
Photos of the shipping label
A short description of the issue

Please keep all original packaging materials until the issue has been fully resolved.

For confirmed shipping damage, product defects, missing components, or incorrect items, Haverel will provide an appropriate resolution based on the situation. This may include replacement parts, a replacement item, repair support, return authorization, or a refund.

For confirmed damage, defect, or incorrect fulfillment caused by Haverel or the carrier, Haverel will cover the related return shipping cost when a return is required.

Personal Preference Returns

Personal preference returns include, but are not limited to:

Change of mind
Color preference
Style preference
Size preference
Measurement error
Ordering the wrong item
Item no longer needed

For approved personal preference returns, the customer is responsible for the return shipping cost.

Haverel does not charge a restocking fee. However, the item must be returned in unused, undamaged, and resalable condition. If the returned item arrives damaged, incomplete, used, or improperly packed, the refund amount may be reduced to reflect the actual loss in value or the cost required to repair, replace, or restore the item.

Fragile Home Décor Items

Many Haverel products, including vases, ceramic décor, glass vessels, mirrors, decorative objects, and similar home décor items, require careful handling.

Please inspect fragile items immediately after delivery.

For fragile items to qualify for a personal preference return, the item must be:

Unused
Free from cracks, chips, scratches, stains, water marks, or visible wear
Returned with all original protective materials
Packed securely in the original carton, foam, crate, or inner packaging whenever applicable

If a fragile item is damaged during return transit because it was not packed securely, the customer may be responsible for the resulting loss.

Return Authorization Process

To request a return, please follow these steps:

Email support@haverel.com with your order number and return reason.
Wait for written approval before shipping the item back.
If your return is approved, Haverel will provide return instructions and the approved return address.
Pack the item securely according to the return instructions.
Ship the item using a trackable shipping method.
Send the return tracking number to our support team.

The return address may vary depending on the item type, warehouse routing, and your delivery location.

Please do not send returns to the original shipping address, business address, or U.S. partner warehouse unless Haverel has provided written instructions for your specific return.

Unauthorized returns may be refused or may result in delayed refund processing.

Return Shipping Costs

Return shipping costs depend on the reason for return.

For confirmed damaged, defective, missing, or incorrect items caused by shipping or fulfillment issues, Haverel will cover the required return shipping cost when a return is necessary.

For customer-responsible returns, including personal preference returns, measurement errors, wrong item ordered, or change of mind, the customer is responsible for return shipping costs.

If requested, Haverel may help provide a return shipping label when available. In that case, the actual return shipping cost may be deducted from the final refund for customer-responsible returns.

Refused Delivery, Failed Delivery, and Returned Packages

If a package cannot be delivered due to a customer-related reason, additional carrier charges may apply.

Customer-related delivery issues may include:

Incorrect or incomplete shipping address
Missed delivery appointment
Failure to respond to carrier scheduling attempts
Unavailable recipient at the delivery address
Refusal of delivery without prior written authorization
Delivery access restrictions not disclosed before shipment

If the package is returned to a warehouse or carrier facility due to one of these reasons, Haverel will contact the customer to review available options.

Haverel does not charge a restocking fee. However, actual carrier charges such as redelivery fees, return freight fees, storage fees, or address correction fees may be the customer’s responsibility.

If a customer refuses delivery without prior written authorization from Haverel, the order may be treated as a customer-responsible return after the item is received and inspected.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at:

support@haverel.com

Cancellation eligibility depends on the order status.

Orders that have not entered packing, dispatch, production, or shipping preparation may be eligible for cancellation and a full refund.

Once an order has entered packing, dispatch, production, or shipping preparation, cancellation may no longer be possible.

After an order has shipped, it cannot be canceled directly. You may request a return after delivery under this Refund Policy if the item is eligible.

Custom-made, personalized, or made-to-order items cannot be canceled once production has begun unless the item is confirmed to be damaged, defective, or incorrect.

Refund Processing

Once your approved return is delivered to the authorized return location, Haverel will inspect the item.

Return inspection usually takes 3–5 business days after warehouse receipt.

If the return is approved after inspection, the refund will be issued to your original payment method.

Approved refunds are usually issued within 5–10 business days after inspection. Please note that your bank, card issuer, or payment provider may need additional time to post the refund to your account.

For customer-responsible returns, actual return shipping costs, redelivery fees, storage fees, address correction fees, or other carrier charges may be deducted from the refund where applicable.

Refund Amount Adjustments

Haverel does not charge a restocking fee.

However, refund adjustments may apply if:

The item is returned used, damaged, altered, or incomplete
Parts, hardware, accessories, or manuals are missing
The item is damaged during return transit due to improper packaging
The customer used a Haverel-provided return label for a customer-responsible return
The carrier charged fees due to incorrect address, missed delivery, refused delivery, or redelivery

Any refund adjustment will be based on the actual condition of the returned item or actual carrier charges.

U.S. Partner Warehouse

Some Haverel orders may ship from or be processed through our U.S. logistics partner.

U.S. Partner Warehouse:
13052 Jurupa Ave, Fontana, CA 92337, United States

This location is used for fulfillment and logistics support only. It is not a retail showroom, customer service office, or public return center.

Please do not send returns to this address unless Haverel has provided written return authorization and return instructions for your specific order.

Business & Contact Information

Brand Name: Haverel
Operating Company: Changsha Leiqixiao Trading Co., Ltd.
Business Address: Room 955 (JQ), Convenience Service Center Building, No. 1 Jingge Road, Zhongxing Community, Jinggang Town, Wangcheng District, Changsha, Hunan, China
Email: support@haverel.com
Phone: +1 (888) 988-2141

For returns, refunds, cancellations, damaged items, or delivery issues, please contact us at:

support@haverel.com

We typically respond within 24 business hours, excluding weekends and public holidays.