Returns
We want every Haven ritual to arrive just right.
Report a problem
Contact us within 48 hours of delivery with your order number and clear photos if an item arrives damaged, leaking, defective or incorrect. Keep the product and packaging while we review the claim.
Eligible returns
Unopened, unused and resalable items may be requested for return within 7 calendar days of delivery. Approval is required before sending anything back. Delivery charges are not refundable unless we supplied a defective or incorrect item.
Hygiene exclusions
Opened or used fragrance, skincare, candles and other personal-care goods cannot be returned for change of mind because their safety and integrity cannot be verified.
Refunds and replacements
After an approved return is received and inspected, we will confirm a replacement, store credit or refund. Approved M-Pesa refunds are sent to the original payer where practical and processing time depends on the payment provider.
Your statutory rights
Nothing in this policy limits rights that cannot be excluded under applicable Kenyan consumer law.