RETURNS & COMPLAINTS

At Hayven, it is always easy to return, regardless of whether you want to exchange, if you regret your purchase or if you want to claim due to a defect. If you have questions, please contact us at info@hayven.se and we will help you.

Money back guarantee

You always have 14 days money back guarantee from the time the goods are received, so you have time to make sure you are satisfied. The right to return and get money back only applies if the product is returned in its original packaging with associated protective packaging and in unchanged condition. Textiles and bedding must be unused. 
 
In the case of returns, you as the customer are responsible for return slip and shipping costs and that the product reaches us undamaged upon delivery. We therefore recommend packing the item well and sending the item with traceability and insurance, so the shipping company can be claimed in the event of any damage. Otherwise, returns are at your own risk. 
 
If you wish to make a return, email info@hayven.se and inform us about the return and then send the item to: 

HAYVEN AB
Västerängsvägen 41
18247 Enebyberg

Exchange

If you wish to exchange an item, we ask you to return it and place a new order.

Claims

If your item is incorrect, damaged or in any way defective or shipped incorrectly, please contact us via email info@hayven.se immediately so that we can rectify the error. Faulty or damaged goods must be reported within five (5) days at the latest, from receipt of the package. In the email, write your order number, reason for the complaint and attach a picture, both of the product you wish to complain about and of the packaging. Please note that you cannot throw away either damaged goods or packaging if you have a complaint, before we have handled the complaint. This is because the shipping companies often require pictures as well as packaging and goods in case of transport damage or the like. When returning a claimed product, we are responsible for the shipping and possible replacement delivery of a new product. The item must be returned well packaged and in its original packaging. As soon as we receive the item for review, we try to resolve it in the best way for you. Please note that we sometimes need to contact our supplier for further instructions. According to the Consumer Purchase Act, you as a customer have the right to complain for 3 years after you have received the product. Hayven applies the Consumer Purchase Act's right of complaint. 

The right to claim does not apply where the perceived damage is part of the product and does not affect its function and that this information was stated in the product description. Many of our items are handmade, vintage, recycled or made to look old and worn. If you are not satisfied with your product, the right to regret a purchase can be applied instead.  The money back guarantee with its conditions for returns applies within 14 days of receipt of your order. 

Return slip in case of complaint 

Contact us at info@hayven.se and we will help you with a free return shipping label. Pack the goods well and stick on the return slip and leave the return at the nearest agent. We recommend that you use the return shipping slip you receive from us, as we will receive a tracking number on the shipment. You are responsible for ensuring that the goods arrive safely back at Hayven. Goods that have not arrived are not refunded.  

Goods returned against cash on delivery will not be collected by Hayven.

Return of pre-ordered goods 

In the case of returns of pre-ordered goods when we have brought home a product just for you, money back for 14-days applies. Note that the customer is charged for all shipping fees; both delivery and return shipping if you regret your purchase.  This is important to consider when placing a pre-order, as shipping can be expensive for heavy and bulky goods. This means that free delivery over SEK 800 does not apply if you regret your purchase. 

Refund

After receiving your return or complaint, we examine the item and refund/credit your card/invoice. You will receive an email regarding return handling, information on refunds and possibly an updated new invoice. We handle and administer returns on an ongoing basis, with a handling time of 5-10 days. According to the Distance Trading Act, Hayven is required to complete the refund within 30 days. 

Privacy, security & personal data 

When you order from Hayven, you provide your personal data; name, address and telephone number. When registering your personal data and placing the order, you also agree that Hayven stores and uses your data to fulfill our commitment to you. We will not disclose your personal data to third parties. Hayven also documents all communications we have with you via e-mail, to ensure the service you expect from us. 

According to the Personal Data Act (PUL), you have the right to receive the information that Hayven has registered about you as a customer. If the information is incorrect, incomplete or irrelevant, you can request that it be corrected or removed. In that case, contact us via e-mail info@hayven.se. 

Reservations 

Hayven reserves the right for any errors in information, as well as errors in the specification of all products in the range. All pictures are to be seen as illustrations, we cannot guarantee that the exact appearance or color of the item is reproduced. Sizes given are approximate and sizes may differ as most of our products are made by hand. Hayven reserves itself for possible typographical errors and changes to technical data that are beyond our control. 

Force Majeure

In the event of force majeure, Hayven is released from fulfilling certain obligations in this agreement if a failure is based on so-called extenuating circumstances, as described below, and if the circumstance makes fulfillment difficult, prevents or delays. Exempting circumstances are considered to be a authority's action or omission, new or amended legislation, conflict in the labor market, blockade, strike, fire or flood, sabotage or major accident. Force majeure also includes decisions by authorities that affect the market and products negatively, e.g. restrictions, warnings, sales bans, etc. 

Dispute 

Hayven follows ARN's recommendations in the event of a dispute with a customer.