Refund and Returns Policy
Last updated 1 June 2026.
We want every piece to earn its place in your kitchen. If it is not right, returns are simple. This policy sets out both your legal rights and the enhanced returns we offer at HavenNest. Nothing here affects your statutory rights under UK consumer law.
1. Your legal right to cancel (cooling-off period)
If you are a consumer, under the UK Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason from the moment you place it until 14 days after the day you receive the goods. To cancel, simply tell us — by email at contact@havennestshop.com or via our contact page — giving your name and order number. You then have a further 14 days to return the goods. We refund you within 14 days of receiving the goods back, or of receiving proof that you have returned them.
2. Our 30-day returns
Beyond your legal cooling-off period, we give you a total of 30 days from delivery to change your mind and request a return for any reason. The item should be unused, in resaleable condition and, where possible, in its original packaging.
3. How to start a return
Contact us through our contact page or at contact@havennestshop.com with your order number, and we will arrange everything. There is no need to print or arrange anything before you hear from us.
4. Free collection from your door
For UK mainland orders we collect returns from your door at no cost. You do not need to find a drop-off point or arrange your own courier. Please keep the item safe and, where possible, repackaged until collection.
5. Refunds
Once your return reaches us and passes a quick condition check, we refund to your original payment method. We aim to process refunds within 5 to 10 working days, and the statutory maximum is 14 days. For cancellations made under your legal right (section 1), we refund the price of the goods together with the standard delivery cost you paid; any extra you chose to pay for a faster delivery option is not refundable. We will email you when your refund is on its way.
6. Faulty, damaged or misdescribed items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged on arrival or not as described:
- you have the right to reject it for a full refund within 30 days of delivery;
- after 30 days, you are entitled to a repair or replacement, and to a refund if that is not possible;
- if your order arrives visibly damaged, please tell us within 48 hours of delivery so we can put it right quickly.
In these cases we cover the cost of return and of any replacement.
7. 2-year warranty
Every piece carries a 2-year warranty on the drawer runners, casters, frame and hardware against defects in materials and workmanship under normal domestic use. On a valid warranty claim we cover postage both ways. The warranty does not cover accidental damage, misuse or normal wear and tear, and is in addition to your statutory rights.
8. Exchanges
The quickest way to change size or finish is to return the original for a refund and place a new order, so you are not waiting on stock.
9. Items we may be unable to accept
We may reduce a refund, or be unable to accept a change-of-mind return, where an item shows signs of use beyond what is needed to inspect it, has been damaged after delivery, or is returned incomplete. This does not apply to faulty goods or to cancellations made under your legal right.
10. Your statutory rights
The returns we offer are in addition to, and do not affect, your legal rights under UK consumer law.
11. Contact
For anything to do with a return, reach us at contact@havennestshop.com or via our contact page.
Registered to: MPNT (HavenNest), 60 rue François 1er, 75008 Paris, France.