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Returns Policy

At Urban Haven Living, we want you to feel confident shopping with us. If something isn’t right with your purchase, we’re here to help. Please read the following guidelines carefully to understand our returns and refunds process.

Eligibility for Returns

  • Items must be returned within 10 days of delivery.
  • Products must be in their original condition, unused, unassembled (if applicable), and in their original packaging with all tags intact.
  • Not damaged in any way.

Return Conditions:

  • Customer pays for the cost of return shipping 
  • For some bulky items there may be a 10% restocking fee. If so. we will inform you about this and it will be deducted from your refund.
  • If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty. (See Manufacturer's Warranty below)

Exceptions / non-returnable items
Certain types of items cannot be returned, like:

  • Any products labelled "clearance" on the site)
  • Seasonal products
  • Gift Cards
  • Any items clearly stipulating "No Change of Mind Returns" on the product page.

How to Start a Return

  1. Login to your customer account
  2. Select the order you wish to return
  3. Select the items you wish to return and then click Request Return 
  4. We will then review your return request and respond to you with the next steps. 

Please do not return the product to us without our prior consultation. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we’ll send you a return instructions on how and where to send your package and in some cases this will include a return label. 

If a restocking fee is due we will advise you of this before returning your item. In this case there are 2 ways this will be facilitated:

  1. You are provided with the return label, we will refund the item price minus return postage and a restocking fee of 10% of the item price ; or
  2. You have not been provided with the return label, once the item is returned at your cost we will refund the item price minus a restocking fee of 10% of the item price.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@urbanhavenliving.com.au.

Manufacturer's Warranty

All products sold through Urban Haven come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, our suppliers offers a 12-month warranty on products sold through Urban Haven which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

  1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
  2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
  3. if the fault or damage is due to:
  4. normal wear and tear
  5. damage arising from improper assembly or modification of the product;
  6. damage arising from abnormal use or abuse of the product;
  7. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
  8. damage to external product packaging only.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

send missing parts (if applicable);

  • suggest a method of self-repair (if applicable).
  • replace the product (subject to availability);
  • offer an alternative product; or
  • offer a partial or full credit voucher or refund.

Please get in touch if you have questions or concerns about your specific item. 
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