Return and Refund Policy

This Return and Refund Policy is issued by Haven Veranda LLC, the operator of Haven Veranda.

Effective Date: September 2, 2026

1. Overview

At Haven Veranda, we stand behind the quality of the products we offer. This policy explains when and how returns, exchanges, replacements, and refunds are handled for purchases made through havenveranda.com.

Summary

Return window: Most new, unused products may be returned within 30 days of delivery, subject to the conditions and exclusions below.
Damaged, defective, or incorrect items: Must be reported within 48 hours of delivery.
Return condition: Products must be unused, uninstalled, and returned with original packaging, accessories, manuals, and included components.
Return shipping: Customers are responsible for return shipping on approved change-of-mind or non-defective returns. Haven Veranda covers return shipping for approved damaged, defective, or incorrect items.
Restocking fee: Approved non-defective returns are subject to a 25% restocking fee. The fee is waived for damaged, defective, or incorrect items.
Exceptions: Custom, made-to-order, final-sale, or other products specifically identified as non-returnable on the product page before purchase are not eligible for standard returns.

2. Contact Information

To request a return, exchange, replacement, or report a damaged or incorrect item, please contact our customer service team before shipping anything back.

Email: hello@havenveranda.com
Phone: 972-672-8805
Address: Haven Veranda LLC, 3702 Brazos St, Melissa, TX 75454, United States

Hours: Monday to Friday, 7am to 4pm CST; Saturday, 8am to 2pm CST

3. Eligibility for Returns

Most new, unused products may be returned within 30 days of delivery if they meet the following conditions:

The return request is made within 30 days of delivery.
The product is unused and has not been installed, assembled, altered, or damaged after delivery.
The product includes its original packaging, accessories, manuals, hardware, and other included components.
The product is not identified as custom, made-to-order, final sale, or otherwise non-returnable on the product page before purchase.
The return has been approved by Haven Veranda before the product is shipped back.

Used, installed, assembled, altered, or customer-damaged products generally cannot be returned unless the product was defective when received.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact Haven Veranda within 7 days of delivery.

Please include:

Your order number
Photos of the product and packaging showing the damage or issue
A brief description of the problem

We will review the information and provide instructions for the appropriate resolution. Depending on the circumstances, this may include a replacement, repair, return, or refund.

For approved damaged, defective, or incorrect items, Haven Veranda will cover the applicable return shipping costs.

5. Return Shipping and Fees

For approved change-of-mind or other non-defective returns, the customer is responsible for return shipping costs.

Restocking Fee: Approved non-defective returns are subject to a 25% restocking fee based on the product price. The restocking fee will be deducted from the refund.

The restocking fee does not apply to approved returns involving products that arrived damaged, defective, or incorrect.

Once a return is approved, please follow the return instructions provided by Haven Veranda and ship the product within 7 days of receiving return authorization.

Please do not ship a product back without first contacting us and receiving return instructions.

6. Refunds and Replacements

Returned products will be inspected after they are received.
Once the return is approved following inspection, any applicable refund will be issued to the original payment method.
Refunds are generally processed within 14 days after the returned product is received and inspected.
Applicable restocking fees and other authorized deductions will be deducted from the refund amount.
For damaged, defective, or incorrect items, we may offer a replacement instead of a refund when appropriate.

Your bank or payment provider may require additional time to post the refund to your account after it has been issued.

7. Exchanges

Exchanges may be available for eligible products that meet the same return conditions described in this policy.

For damaged, defective, or incorrect items, we will work with you to determine whether a replacement, exchange, repair, or refund is the most appropriate resolution.

For non-defective exchanges, return shipping costs and the applicable 25% restocking fee may apply.

8. Non-Returnable Items

The following products are not eligible for standard returns:

Products identified on the product page as custom, personalized, made-to-order, final sale, or non-returnable before purchase
Products that have been used, installed, assembled, altered, or damaged after delivery
Products missing original packaging, accessories, manuals, hardware, or included components
Gift cards
Downloadable or digital products, if offered

The 48-hour reporting requirement applies specifically to claims involving products that arrive damaged, defective, or incorrect. It does not shorten the standard 30-day return-request window for otherwise eligible non-defective products.

9. Cancellations

Orders may generally be canceled for a full refund before shipment unless production, customization, or special-order processing has already begun.

Once an order has shipped, it cannot be canceled and must instead follow the applicable return process described in this policy.

Custom or made-to-order products may have additional cancellation restrictions that will be disclosed on the product page when applicable.

10. Product-Specific Exceptions

Because Haven Veranda offers a variety of outdoor living products, certain custom, made-to-order, oversized, or specialty products may have return or cancellation restrictions that differ from our standard policy.

Any material product-specific exception will be clearly disclosed on the applicable product page before purchase. When a product-specific return restriction is disclosed before purchase, that restriction will apply to that product.

If you have questions about the return eligibility of a particular product before ordering, please contact us at hello@havenveranda.com.