Refund policy

Return Policy
At Havenura, your satisfaction matters to us. We offer a straightforward, buyer-friendly
return policy — in line with UK consumer law and the standards you’d expect from
trusted marketplaces like Amazon and eBay.
30-Day Money-Back Guarantee
We offer a 30-day return window from the date of delivery. If you’re not completely
satisfied with your purchase, you can return it for a refund — no questions asked.
To be eligible for a return:
The item must be unused, in its original condition, and in its original packaging
Proof of purchase (order number or confirmation email) is required
Certain items may be excluded (see Non-Returnable Items below)
Your Legal Right to Cancel (14-Day Cooling Off Period)
Under the UK Consumer Contracts Regulations 2013, you also have the legal right to
cancel your order within 14 days of receiving your goods, without giving a reason, and a
further 14 days to send it back once you’ve told us. Our 30-day policy above simply
extends this, giving you more time and flexibility.
How to Start a Return
1. Email us at Fatihflowlimited@gmail.com with your order number and reason for
return
2. We’ll confirm your return and provide instructions on where to send the item
3. Once we receive and inspect the returned item, we’ll process your refund
Refunds
Refunds are issued to your original payment method within 14 days of us receiving
the returned item, or of you providing proof of postage — whichever is earlier
Original delivery charges are refunded only if the item is faulty, damaged, or not as
described
Return postage for change-of-mind returns is the customer’s responsibility
No restocking fees
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or different from what you ordered, contact us
within 48 hours of delivery with photos where possible. In these cases:
We cover the cost of return postage
You’re entitled to a full refund or free replacement, in line with the Consumer Rights
Act 2015
We aim to resolve these issues as quickly as possible, in the same spirit as Amazon’s
and eBay’s buyer protection standards
Exchanges
We currently process returns as refunds rather than direct exchanges. If you’d like a
different size, colour, or item, simply return the original for a refund and place a new
order.
Non-Returnable Items
Items that have been used, assembled, or altered
Items missing original packaging
Made-to-order or custom-cut items (e.g. bespoke fencing/screening sizes), unless
faulty
Questions?
If you have any questions about a return, contact us at Fatihflowlimited@gmail.com
or call +44 7518 798447 — we’re happy to help.