Return And Refund Policy

HAVEN & HEEL is committed to providing you with a first-class shopping experience from start to finish. We assure you that we will take all necessary precautions to ensure your package arrives undamaged, as we put a lot of effort and love into packing and shipping ENJERR products.

We have a comprehensive return and refund policy:

We do not accept any product exchange requests.

Return shipping costs are the responsibility of the customer.

Our products can be returned and refunded within 30 calendar days of arrival.

For returns, the item must be in its original condition as received, i.e., unworn or unused, with all tags intact, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To request a return, please submit an application through our return portal. If your return application is approved, we will send you instructions on how and where to send the package. Items returned without prior application will not be accepted.

Will there be a return handling fee for returnable items?

We will charge a 5% restocking fee on the product price.

Here's how: You can email service@havenheel.com Monday through Sunday, 9:00 AM to 6:00 PM (Eastern Time). We will provide you with a return address so you can return the product to us.

Step 1: Put the unused product back in its original packaging.

Step 2: Email service@havenheel.com to request a return shipping label.

*Please include your order information in the email to generate a return shipping label.

Step 3: Return the original item using the provided shipping label.

Step 4: After receiving and inspecting the item, we will process your refund.

After submitting your request, we will provide a mailing address via email.

After receiving your return, we will evaluate it within 3 business days. You will be notified of the refund approval or rejection result within 1 business day. If approved, the customer will receive a refund within 7 business days. We will notify you once we receive and inspect your return, informing you whether your refund has been approved. Once approved, the funds will be automatically refunded to your original payment account. Please note that it may take some time for your bank or credit card company to process and credit the refund. We want you to be satisfied, but for fairness and consistency, we must adhere to these guidelines.

Order Cancellation:

Orders cannot be cancelled once they have been shipped or placed more than 3 hours ago. Our team will process your order as soon as we receive it. To cancel your order, please email service@havenheel.com.

Lost or Forgotten Packages:

Please use the tracking number you received to check the latest status of your package to confirm whether it is truly lost or missing. Sometimes, packages may be temporarily stuck at a location due to weather, shipping delays, etc.

If the tracking information shows that the package has been delivered but you have not received it, or if there are no updates for a long time, please contact our customer service team immediately. Please have your order number, tracking number, and any relevant information ready so that we can process your request quickly.

Delivery Failed:

Please ensure you enter the correct shipping address. We are not responsible for any losses, delays, or additional costs caused by an incorrect address. Please carefully verify your shipping address when placing your order to avoid delivery failure.

If you have completed all steps but still have not received a refund, please contact us via email.

If you encounter any problems while shopping on our website, please contact us at service@havenheel.com for solutions.