Refund policy

Refund, Replacement, and Return Policy

Everything you need to know about Haven-IQ's refund, replacement, and return policy.

This covers Haven-IQ's full refund, return, and replacement policy: what qualifies, what doesn't, and how to submit a claim. Share it with your team so everyone knows what to expect.

Subscriptions

Haven-IQ may issue a refund for the most recent subscription charge if:

The refund request is made within 5 days of the charge.
You have not used any order credits to fulfill orders.
All pending invoices on your account must be cleared before a refund can be processed.

Order credits

Credits received via promotions are non-refundable and non-transferable.
Order credit top-ups are refundable on a case-by-case basis.

Only unused amounts will be considered.
Manually topped-up credits paid via PayPal can only be refunded within 180 days of the original payment. This is a PayPal restriction.

Refunds will be issued back to the original payment method only.
Both Promotional Credits and Topped-Up Credits cannot be transferred between different Haven-IQ accounts.

Refunds

Haven-IQ issues refunds only when we're at fault. Here's what qualifies:

Subscription products

Subscription refunds aren't guaranteed. We review them case by case.

Order refund policy

Refunds or replacements for physical product orders are available only when Haven-IQ is at fault (e.g., delivery failure, damaged product, missing or incorrect items) and must follow the conditions below:

a. Order delays

If an order shows no tracking information, remains pending or in transit, or expires beyond:

60 days from the shipping date (global)
45 days (U.S. orders)
110 days (Brazil orders)
Haven-IQ will, at its discretion, resend the product or issue a refund.

b. Delivered orders

Refunds/replacements will not be processed if tracking indicates the order was delivered.
If the package was not received, a non-delivery certification from the carrier/postal authority is required.

c. Damaged products

A full refund or replacement will be issued if items arrive damaged.
Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to Haven-IQ.

Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.
If the packaging is damaged but the product itself is intact and functioning, we can't process a refund. Refunds only apply when the product arrives damaged or broken.

d. Incorrect or missing products

A full refund or replacement will be issued for incorrect or missing items.
Requires photo or video evidence within the applicable timeframe.

Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

e. Order Cancellation

A full refund is available if the order is canceled before processing or shipping.
Certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.

f. Refund eligibility window

Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.
Any order older than 90 days is automatically ineligible, regardless of the reason.

How does the refund process work for defective or wrong items?

Defective items

If you receive a defective product, follow these steps:

Capture images and/or videos displaying the defect clearly (e.g., the product not working).
Submit the evidence via the Haven-IQ support portal.
Upon verification of the defect, Haven-IQ will offer:

A refund to the original payment method.
A replacement product, if applicable.

Wrong items delivered or redelivered

When a wrong item or an incorrect redelivery is received, here are the steps:

Provide an image of the received item and its original packaging.
Indicate what part of the order was incorrect (e.g., SKU, color, or size).
Submit this information through Haven-IQ's designated channels.
If confirmed, Haven-IQ processes refunds within 5–10 business days to the original payment method.

What are the evidence requirements for a refund?

Refunds or replacements will only be issued if Haven-IQ is responsible for the issue.
All required evidence (photos, videos, certifications) must be provided to validate claims.
All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.
Haven-IQ initiates the refund within 24 hours of validation. Funds then take 5–10 business days to appear in your account, depending on your bank or payment provider.
Promotional order credits will expire and be removed once the subscription is either canceled or refunded.

How to submit a refund request

To submit a refund or replacement claim, you'll need to provide the following evidence through the Haven-IQ support portal:

Photos or videos clearly showing the issue (defect, wrong item, damaged packaging where the product itself is affected)
Tracking details for the order in question

Special circumstances

In rare cases, Haven-IQ may issue a one-time courtesy refund outside of standard policy, for example, if an order is seized by customs. These exceptions require supporting documentation and are reviewed on a case-by-case basis. They are not guaranteed and do not set a precedent for future requests.

If your refund hasn't arrived

Haven-IQ initiates refunds within 24 hours of approval. If funds haven't appeared within 5–10 business days, follow these steps:

Contact your bank or payment provider first. Delays are most often caused by the financial institution, not Haven-IQ.
Contact Haven-IQ Support, The team can confirm whether the refund was issued and provide a reference number (ARN) you can use to trace it with your bank.

Submit your evidence as soon as you spot an issue. The faster you act, the better your chances of staying within the eligibility window.