Refund and Returns Policy
Refund & Returns Policy
We stand behind every piece of furniture we deliver. Please read our policy carefully so you know exactly what to expect.
Our Commitment to You
At HavenSouq Furniture LLC, customer satisfaction is at the heart of everything we do. We understand that purchasing furniture is a significant investment, and we want you to feel completely confident in every order you place with us.
This Refund and Returns Policy outlines the terms and conditions under which we accept returns and process refunds for purchases made through our website www.havensouq.ae or directly with our team. By completing a purchase with us, you agree to the terms of this policy.
📅 Return Window: You have 7 days from the confirmed delivery date to notify us of any issue, damage, or your intention to return an item. Requests made after this period may not be accepted.
Return Eligibility Conditions
To be eligible for a return or exchange, your item must meet all of the following conditions at the time of return:
- The return request is submitted within 7 days of the confirmed delivery date.
- The item is in its original, unused condition — not assembled, modified, or altered in any way.
- All original packaging, tags, accessories, and documentation are intact and included.
- The item has not been installed, mounted, or fixed to any wall, floor, or structure.
- The item is free from any damage caused by the customer after delivery.
- A valid proof of purchase (order number or receipt) is provided with the return request.
⚠️ Important: Items that have been assembled, used, or are missing original packaging will not be accepted for return unless they arrived damaged or defective.
Received a Damaged or Defective Item?
We take great care in packing and delivering your furniture. However, if your order arrives damaged or with a manufacturing defect, we sincerely apologise and will make it right promptly.
- Inspect your delivery carefully at the time of handover before signing any delivery acknowledgment.
- If damage is visible upon delivery, note it on the delivery form and photograph the item immediately.
- Contact us within 48 hours of delivery with clear photos and a description of the damage to info@havensouq.ae.
- We will arrange a free replacement, repair, or full refund after reviewing your case.
📷 Tip: Always photograph your items before signing the delivery receipt — this significantly speeds up your claim resolution.
How to Initiate a Return
Follow these five simple steps to initiate your return. Our team will guide you through every stage.
Items Not Eligible for Return
The following items are strictly non-returnable and non-refundable under any circumstances:
- Items that have been assembled, installed, or used in any way after delivery.
- Custom-made, bespoke, or made-to-order furniture manufactured to your specifications.
- Items that have been modified, altered, or repaired by anyone other than HavenSouq.
- Items damaged due to misuse, negligence, or improper handling by the customer.
- Items from which tags, labels, or protective coverings have been removed.
- Clearance, sale, or discounted items marked as final sale at the time of purchase.
- Items where the 7-day return notification window has lapsed without prior contact.
- Items where original packaging has been discarded or destroyed by the customer.
❗ Custom Orders: All bespoke and custom furniture is manufactured exclusively for you and cannot be returned or refunded unless it arrives with a confirmed manufacturing defect.
Cancellation Policy
We understand that plans can change. If you wish to cancel an order, please contact us as soon as possible:
- Before production or dispatch: Full cancellation is available with a complete refund — no questions asked.
- After production has commenced (custom orders): Cancellations may not be accepted, or a cancellation fee covering incurred production costs may apply.
- After dispatch: Orders already dispatched cannot be cancelled. You may initiate a return upon delivery in accordance with the eligibility conditions above.
📞 To cancel an order, please contact us immediately at info@havensouq.ae or +971 544 436 890 with your order number.
How Refunds Are Processed
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund by email within 2–3 business days of inspection.
- Approved refunds will be processed to your original payment method within 7–14 business days of approval.
- Credit / Debit Card payments: Refunded to the same card used at checkout. Your bank may take additional days to reflect the credit.
- Cash on Delivery (COD) payments: Refunded via bank transfer — please provide your bank account details when submitting your request.
- Online bank transfer payments: Refunded directly to the originating bank account.
- Store Credit option: You may opt to receive your refund as store credit, valid for 6 months and redeemable on any future purchase.
- Partial refunds may be granted at our discretion for items returned in a slightly diminished condition (e.g., minor packaging damage caused by the customer).
💳 Please note: Original delivery and installation charges are non-refundable unless the return is due to a product defect or an error on our part.
Product Exchanges
We offer exchanges for items that arrive damaged, defective, or where the wrong item was delivered. We are happy to arrange an exchange for:
- The same item as a direct replacement for a damaged or defective product.
- A different item of equal or higher value, subject to stock availability. Any price difference is payable by the customer.
- Store credit valid for 6 months from the date of issue, redeemable on any future purchase at havensouq.ae.
Exchanges are subject to the same eligibility conditions as returns. To request an exchange, please contact our team at info@havensouq.ae.
Return Logistics & Responsibility
- For returns due to manufacturing defects or our error: HavenSouq will arrange and fully cover the cost of collection from your address.
- For returns due to change of mind (where eligible): The customer may be responsible for return delivery or logistics costs. Our team will advise at the time of approval.
- Items must be securely repackaged in their original packaging to prevent damage during transit back to our warehouse.
- HavenSouq is not responsible for items damaged during customer-arranged return shipping. We strongly recommend using a tracked and insured courier service.
Contact Us — We're Here to Help
Have a question about your return, refund, or this policy? Our dedicated customer care team is ready to assist you through any of the following channels:
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