Refund policy

Returns & Refund Policy, Haviera

Lighting is difficult to judge on a screen, so we give you a long window to live with a piece before you decide. This policy explains when an item can be returned, who pays for what, and how quickly you get your money back. Nothing here limits the statutory rights you have under applicable consumer law.

Return Window
You may request a return within 60 days of the confirmed delivery date.

Return Conditions
To be eligible, an item must be:

  • Uninstalled and unused, with no signs of installation, wiring, modification or wear
  • In its original packaging, which is designed to protect it in transit
  • Complete with all parts, mounting hardware, canopies, rods, cables, manuals and labels

A fixture that has been wired in, drilled for, or mounted cannot be resold and is not eligible for a change-of-mind return. Items returned in a condition that does not meet these requirements may be refused or refunded in part.

Before You Return: Please Read This
Our pieces are produced and shipped from our manufacturing partners in Asia. For a change-of-mind return, international return shipping is typically $80 to $200 or more, and for large chandeliers or floor lamps it can approach or exceed the value of the item itself.

We would rather tell you this now than after you have paid it. If you are unsure about size, finish, drop length or how a piece will look in your room, email support@haviera.com before you order. Send us your measurements and a photo of the space and we will tell you honestly whether it will work. We answer within one business day.

Who Pays Return Shipping

  • Damaged, defective, incorrect or materially different from its description: Haviera covers the return shipping, or sends replacement parts at our cost. You are never out of pocket for our mistake.
  • Change of mind, size, finish or preference: you arrange and pay the return shipping. Any original shipping charge is non-refundable.

How to Request a Return
Contact us before sending anything back. Email support@haviera.com with:

  • Your order number
  • The item or items you want to return
  • The reason for the return
  • Clear photographs, if the item is damaged, defective, incorrect or incomplete

We will reply within one business day with a return authorization number and the correct return address for your order. The return address depends on where your item was fulfilled and is not always the address printed on the parcel. Items sent back without authorization may be delayed or refused because we cannot identify them.

Damaged or Defective on Arrival
Please inspect your order when it arrives and report any transit damage or defect within 7 days of delivery, with photographs of both the item and its packaging. Within that window we will arrange replacement parts, a replacement piece, a repair or a refund at no cost to you, and in most cases you will not need to ship anything back.

Cancellations and Refused Deliveries

  • Within 24 hours of ordering: free cancellation, no questions asked.
  • After 24 hours but before dispatch: production may already have begun. A fee of up to 20% of the order value may apply to cover materials and labour already committed.
  • After dispatch: the order cannot be cancelled. Please use the standard return process above.
  • Refused delivery without contacting us first: a 30% fee is deducted to cover outbound freight, return freight and handling. If something is wrong, tell us instead of refusing the parcel and we will sort it out.

Restocking Fee
Haviera does not charge a restocking fee on authorized returns.

Refunds

  • Approved refunds are issued to the original payment method.
  • Returned items are inspected within 3 to 5 business days of arrival.
  • The refund is issued within 7 business days of approval. Depending on your bank it may take a further 3 to 10 days to appear.
  • Original shipping charges and any expedited shipping fees are non-refundable.

Exchanges
We are happy to arrange an exchange rather than a refund. Where an item arrived damaged or incorrect, we will normally ship the replacement before the original reaches us. For preference-based exchanges the same return shipping rules apply.

Not Eligible for Return

  • Items that have been installed, wired in or modified
  • Custom, made-to-order or made-to-specification pieces, which are clearly marked as such on the product page
  • Bulk orders of three or more identical units, except in the case of a verified defect
  • Light bulbs and consumables
  • Requests made more than 60 days after delivery
  • Items returned without an authorization number, or sent to an address we did not confirm

Where mandatory consumer law in your country provides otherwise, that law takes precedence.

Keep It and Take a Partial Refund
For some preference-based returns we may offer a partial refund if you keep the item, so you avoid the return shipping entirely. The amount depends on the piece and the circumstances and is always confirmed in writing before you decide. You are never obliged to accept this instead of a return.

International Returns and Customs
For returns from outside the United States we cannot supply prepaid labels. Please use a tracked courier service. Any customs duties or taxes arising on a return are the customer's responsibility.

Contact
Email: support@haviera.com
Website: haviera.com

Monday to Friday: 9:00 AM – 6:00 PM | Saturday and Sunday: 10:00 AM – 3:00 PM (Eastern Time)
Average response time: within 24 hours on business days