Haiven Return & Refund Policy

Overview

At Haiven, we want every customer to be satisfied with their purchase. If your item arrives damaged, incorrect, or not as described, you may request a return or replacement in accordance with the terms below.

Eligibility for Returns

You may request a return if any of the following apply:

  • The item is damaged on arrival.
  • You received the wrong item.
  • The item is missing parts or not as described.
  • The item is defective within the supplier warranty period (if applicable).

Note:

  • Certain product categories (such as personal care items, consumables, worn items, or opened hygiene products) cannot be returned for safety reasons.
  • Items must be returned in original condition, including packaging and all accessories.

Return Window

Customers must submit a return request within 7 days of receiving the item.

For defective items covered under manufacturer warranty, returns follow the manufacturer’s warranty timelines.

How to Request a Return

  1. Log into your Haiven account and go to My Orders.
  2. Select the order and click Return / Report an Issue.
  3. Upload photos or videos clearly showing the issue.
  4. Our support team will review the case and respond within 24–48 hours.

You may also request a return or support directly by contacting:

Email: fix@haiven.com
WhatsApp: +971 52 227 0004

Refund Options

Once the return is approved and the item is received back:

  • Refunds are issued to the original payment method or as store credit, based on customer preference.
  • Refund processing time is 3–7 business days after the returned item is inspected.

Shipping fees are non-refundable unless the return is due to Haiven’s error.

Replacement Items

If you prefer a replacement:

  • We will ship the replacement item after the returned product has been inspected.
  • If the item is out of stock, you may choose a refund instead.

Non-Returnable Items

The following items cannot be returned unless damaged or incorrect upon delivery:

  • Personal care and hygiene products
  • Opened perfumes or cosmetics
  • Food and consumable items
  • Customized or special-order products
  • Items without original packaging

Return Shipping

  • If Haiven is at fault (wrong item, damaged item), return shipping is free.
  • For all other return reasons (for example, change of mind), customers are responsible for return shipping costs.

Contact Us

For any questions or support:

Email: fix@haiven.com
WhatsApp: +971 52 227 0004