Refund policy

Havenura is operated by Fatihflow Limited (company number 17195602). 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.

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 need to explain why.

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 contact@havenura.uk with your order number and reason for return
2. We'll confirm your return and provide instructions on where to send the item. Returns should be sent to: 18 Swanston Road, Glasgow, G40 4HW
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, please contact us as soon as possible — ideally within 48 hours of delivery — with photos where possible, so we can resolve things quickly. This doesn't affect your statutory rights under the Consumer Rights Act 2015, including your right to reject faulty goods within the first 30 days. In these cases:
- We cover the cost of return postage
- You're entitled to a full refund, repair, or replacement, in line with the Consumer Rights Act 2015
- We aim to resolve these issues as quickly as possible

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 cut to your specification), unless faulty — these fall outside the standard cancellation right under the Consumer Contracts Regulations 2013, as personalised goods made to your specification

Questions?
If you have any questions about a return, contact us at contact@havenura.uk or call +44 7518 798447 — we're happy to help.