Last updated: 8 October 2026

Returns, Refunds and Cancellation Policy

Overview

You may request a change-of-mind return for eligible unused, unopened items in their original packaging within seven days of delivery. If an item is damaged, incorrect, faulty or not as described, contact Haiven for support and the applicable remedy.

Eligibility for Returns

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

• The item is unused, unopened and in its original packaging, and you request a change-of-mind return within seven days of delivery.
• 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:

• Change-of-mind exclusions are listed below. These exclusions do not remove any remedies for faulty, damaged, incorrect or misdescribed goods required by applicable law.
• Change-of-mind returns must be in original condition and original packaging, with all accessories. Perfumes must be unused, unopened and in their original packaging.

Return Window

For change-of-mind returns, customers must submit their request within 7 days of delivery. Please report damaged, incorrect or faulty goods promptly.

For faulty electronics covered by a manufacturer warranty, a claim may be made under that warranty and its applicable process and timelines. Contact Haiven for order support. Manufacturer warranties, packaging requirements and this policy do not limit any rights or remedies that applicable consumer-protection law requires Haiven to provide.

How to Request a Return

To request a return, contact fix@haiven.com or WhatsApp +971 52 227 0004 with your order reference and a description of the issue. Include photos or videos where helpful. Our support team reviews cases and responds within 24–48 hours.

Refund Options

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

• Approved card refunds are credited to the same card used for the original purchase.
• Refund processing time is 3–7 business days after the returned item is inspected. The issuing bank may take a further 10–45 days to post the credit, depending on its processing time.

For an approved change-of-mind return, only the product amount is refunded. The original outbound delivery charge is not refunded, and the customer also pays return shipping. This does not limit remedies for faulty, damaged or incorrect goods or rights required by applicable law.

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

These exclusions apply to change-of-mind returns. They do not limit mandatory consumer rights for faulty, damaged, incorrect or misdescribed goods.

The following are excluded from change-of-mind returns:

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

Perfume exception: unused, unopened perfumes in their original packaging are eligible for a change-of-mind return requested within seven days of delivery.

Return Shipping

• For faulty items or where 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.

Cancellation before dispatch

Contact fix@haiven.com or WhatsApp +971 52 227 0004 as soon as possible before dispatch, including your order reference. Orders cancelled before dispatch receive a full refund. After dispatch, the returns policy applies.

Approved card refunds for cancellations go back to the original payment card. No cancellation fee applies before dispatch.

Contact Haiven

Haiven General Trading LLC
For return, refund or cancellation support:

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