RETURNS, REFUNDS & COMPLAINTS

At Hayven, it is always easy to return an item, whether you wish to exchange a product, exercise your right of withdrawal, or make a complaint regarding a defective item.

Returns

Do you have any questions about your order or would you like to make a return? Please feel free to contact us at info@hayven.se and we will be happy to assist you.

As many of our products are handpicked, vintage or available in limited quantities, we appreciate it if you take a moment to check measurements, materials and product images before placing your order. If you are unsure about anything, you are always welcome to get in touch – we are happy to help you find the right product.

Start a return or cancellation

If you would like to register your return directly, you can do so via hayven.se/account. There, you can select the order you wish to return.

If you prefer to contact us directly, you are of course welcome to email us at info@hayven.se and we will be happy to assist you.

You have a 14-day right of withdrawal under the Swedish Distance Contracts Act, starting from the day you receive your order.

For returns under the right of withdrawal, the product must be returned in its original packaging with the accompanying protective packaging and in its original condition. Textiles and bed linen must be unused.

For returns, you as the customer are responsible for the return shipping label and shipping costs, as well as ensuring that the item arrives safely and undamaged. We therefore recommend that you package the item carefully and send the return using a tracked and insured service, so that you can claim compensation from the shipping company in the event of damage during transit. Returns sent without tracking and insurance are made at your own risk.

Please note that different shipping companies have different terms and may require different information in order to complete a delivery. For fragile items, we recommend DHL or Schenker.

Return address

HAYVEN AB
Västerängsvägen 41
18247 Enebyberg
Sweden

Email: info@hayven.se

Exchanges

If you wish to exchange an item, please return the original item and place a new order through our webshop.

Complaints & Defective Products

If your item is faulty, damaged, defective, or incorrectly supplied, please contact us at info@hayven.se as soon as possible so that we can assist you.

If the damage occurred during transport, we kindly ask you to notify us as soon as possible, but latest within five (5) days of receiving the parcel. Please include your order number, a description of the issue, and photographs of both the product and all packaging.

Please do not dispose of the product or packaging before the matter has been resolved, as shipping companies may require photographs or inspection of both the item and its packaging when handling transport damage claims.

For approved complaints, Hayven will cover the return shipping costs and, where applicable, send a replacement product. The item should be returned in its original packaging whenever possible.

As soon as we receive the item for inspection, we will review the matter and work to resolve it as quickly as possible. In some cases, we may need to consult the supplier before making a final decision.

Under applicable consumer protection legislation, you have the right to make a complaint regarding faulty goods for up to three years from the date you received the item.

The right to make a complaint does not apply where characteristics, marks, variations, or signs of wear are part of the product’s intended appearance and have been clearly described in the product information. Many of our products are handmade, vintage, recycled, or intentionally designed to have a worn, aged, or rustic appearance.

If you are not satisfied with your purchase for reasons other than a defect, you may instead exercise your right of withdrawal within 14 days of receiving your order.

Return Shipping for Approved Complaints

Please pack the goods carefully and attach the return label before handing the parcel over to the designated carrier. We recommend using the return label provided by us, as it allows both parties to track the shipment.

You are responsible for ensuring that the goods are packed securely for return transport. Items that are lost in transit and cannot be traced may not be eligible for reimbursement.

Goods returned cash on delivery will not be accepted.

Returns of Special Orders

For products ordered specifically on your behalf, the right of withdrawal still applies. However, if you choose to withdraw from the purchase, you will be responsible for both the original shipping cost and the return shipping cost.

This is particularly important to consider when ordering large, heavy, or bulky items, as shipping costs may be substantial. Any free shipping promotion does not apply in the event of a return under the right of withdrawal.

Refunds

After receiving and inspecting your return, we will process your refund to the original payment method or adjust your invoice accordingly. You will receive confirmation by email once the return has been processed.

For consumer purchases, refunds are normally issued within 14 days from the date we are notified that you wish to withdraw from your purchase. However, we may withhold the refund until we have received the returned goods or until you have provided proof that the goods have been returned.

Returns are normally processed within 5–10 business days after arrival at our warehouse.

Privacy, Security & Personal Data

When you place an order with Hayven, we collect personal information such as your name, address, telephone number, and email address in order to process and fulfil your order.

We do not sell or disclose your personal data to third parties except where necessary to fulfil your order or where required by law.

Hayven may retain correspondence and communications relating to customer service matters in order to provide support and fulfil our contractual obligations.

Under the General Data Protection Regulation (GDPR), you have the right to request information about the personal data we process about you and, where applicable, request that such data be corrected, restricted, or deleted in accordance with applicable legislation.

To exercise these rights, please contact us at info@hayven.se.

Reservations

Hayven reserves the right for any inaccuracies, typographical errors, pricing errors, or product information errors that may occur on the website.

All product images should be regarded as illustrative. We cannot guarantee that colours, textures, or details are reproduced exactly as they appear on your screen.

All dimensions are approximate. As many of our products are handmade, variations in size, colour, finish, and appearance may occur and are considered part of the product’s unique character.

Hayven reserves the right to make changes to product specifications and technical information without prior notice.

Force Majeure

Hayven shall not be held liable for any delay or failure to fulfil its obligations where such delay or failure is caused by circumstances beyond our reasonable control, including but not limited to governmental actions, changes in legislation, labour disputes, strikes, lockouts, blockades, fire, flood, natural disasters, war, sabotage, major accidents, transportation disruptions, or similar events.

Disputes

Hayven follows the recommendations of the Swedish National Board for Consumer Disputes (ARN) in the event of a dispute with a consumer.