Returns & Refunds

Returns & Refunds

Your satisfaction is our priority. If you're not completely happy with your purchase, we're here to make it right.

Return Eligibility

• Items must be returned within 30 days of delivery
• Items must be unused, unwashed and in their original condition
• Items must be in their original packaging where possible

How to Return an Item

1. Email us at sales@havenandthread.co.uk with your order number and reason for return
2. We'll respond within 1–2 business days with return instructions
3. Send the item back using a tracked shipping method
4. Once received and inspected, we'll process your refund within 5–7 business days

Refunds

Approved refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

Damaged or Incorrect Items

If your item arrived damaged or you received the wrong product, please contact us immediately with a photo and your order number. We'll resolve this as a priority at no cost to you.

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless faulty: pet accessories that have been used, and personalised or custom items.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty or incorrect.