At Havenfield Studio, we want you to feel confident and happy with every purchase. If something isn’t right, we’re here to help. This page outlines how returns, exchanges and refunds work.

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1. Standard Returns (Non-Custom Products)

You can return most standard, non-custom items as long as:

• They are unused and in the same condition you received them
• Returned within 30 days of delivery
• In their original packaging where possible

Eligible items include:

• Wall art prints (non-custom)
• Home décor pieces
• Vases, sculptures, greenery
• Terrariums (unused and undamaged)

Once we receive and inspect your return, we will refund the full product amount to your original payment method.

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2. Non-Returnable Items

Some items cannot be returned unless they arrive damaged or incorrect. These include:

• Custom engravings
• Personalised artwork
• Made-to-order designs
• Custom size prints

If a custom item arrives damaged, incorrect, or not as agreed, we will remake or refund it.

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3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or not what you expected:

1. Contact us within 7 days
2. Include your order number
3. Send clear photos of the issue

We will replace or refund the item at no extra cost to you.

Custom engraved items that arrive damaged will be remade for free.

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4. Return Shipping Costs

• If you are returning an item due to change of mind, you are responsible for return shipping.
• If your item is damaged, faulty, or incorrect, Havenfield Studio will cover all shipping costs.

We always recommend using tracked postage for safe returns.

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5. Exchanges

You may exchange your item for another product of equal or higher value.

Price differences must be paid before the replacement is shipped.

Exchanges follow the same eligibility rules as returns.

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6. Refund Processing Time

After your return is received and inspected, refunds are normally processed within:

• 3–7 business days for most payment methods
• Up to 10–14 days depending on your bank

We will notify you as soon as your refund is approved.

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7. Cancelling an Order

You may cancel a standard order within 12 hours of purchase as long as it has not yet been dispatched.

Custom and personalised orders can only be cancelled before work begins.

Once we start designing or engraving, cancellations are no longer possible.

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8. How to Start a Return

To begin a return, replacement, or exchange, please contact us directly.