Terms & Conditions

1. Made-to-Order Production

• Every Haven House piece is built for you after the order is placed. You are welcome to reach out to us at any point in time for any small changes (that won’t impact the overall design language, shape, form of the product) and we will do our best to accommodate. Let’s have a chat!
  
  

• Standard lead-time is 4–6 weeks from payment confirmation. Large or fully-bespoke projects may require additional time; we will confirm an estimated dispatch week on your sales order.
  
  

2. Delivery Conditions 

• We ship within Sydney metro areas using specialist furniture carriers.
  
  

• Service includes: room-of-choice placement, assembly or installation (where applicable) and removal of all packaging for responsible recycling.
  
  

• You (or an authorised adult) must be on-site to sign for the delivery and inspect the goods while the team is present.
  
  

• If access involves flights of stairs, tight hallways, elevators or other restrictions, please advise us before dispatch so that correct resources can be arranged. Additional charges may apply where access is limited, or information supplied for said access is incomplete or inaccurate.

3. Freight Charges

* Metro is defined by each carrier and may vary slightly from Australia Post zones. We will always confirm the exact fee on your invoice before payment.

4. Dispatch Notifications & Delivery Windows

• Once your order is ready, our logistics partner will contact you to book a day and 2-4 hour window.
  
  

• Rescheduling within 48 hours of the confirmed window may incur a re-delivery fee equal to the original freight costs.
  
  

5. Cancellations

• You may cancel for a full refund within 7 calendar days of placing the order – simply email us at contact@havenhouse.com.au.
  
  

• After 7 days, materials are purchased and work commences; the order then becomes non-refundable
  
  

• This does not apply for bespoke/customisable orders, we cannot offer refunds for these orders. 

6. Transit Damage

• All shipments are insured.
  
  

• Any packaging damage must be photographed and noted on the driver’s manifest before signing.
  
  

• Hidden damage discovered within 48 hours must be reported to contact@havenhouse.com.au with photographs, videos or other verifiable form of proof.
  
  

• We want to work with you to come to a resolution if damage is found. That may be in the form of a repair of a part/section or replacement of part/section. In cases that this is not possible, we will work with you to discuss alternative solutions. 

7. Natural Variations & Colour Tolerances

• Timber, textiles and other materials naturally exhibit variation in grain, tone and texture; these are features, not faults
  
  

• Digital swatches are indicative only. We recommend requesting a free textile sample cutting before ordering.
  
  

• Minor shade differences or pile shading (e.g., velvet) will not be accepted as defects

8. Change-of-Mind & Custom Orders

• Because our bespoke pieces are made-to-order and delivered via white-glove service, we do not accept returns or exchanges for change of mind or incorrect choice once the 7-day cancellation window has passed.
  
  

• Custom dimensions, fabrics, or special finishes are strictly non-refundable except where there is a major defect that cannot be remedied that was reported within 48 hours of delivery and verified by both parties. 

9. Returns (30 full refund) 

You have 30 days from the date of delivery to request a return. Please email or call us first so we can arrange the pickup and paperwork.

You will be charged for the costs associated with the logistics of returning the item back to our warehouse. We will organise this for your peace of mind.

Returned items must arrive in “as-new” condition. Products showing scratches, stains, drilling, damage or any alteration cannot be accepted. We may decline a refund if, in our reasonable view, the item’s condition results from misuse, fair wear-and-tear, or insufficient care. 

We recommend photographing the item and its packaging before hand-over to the carrier

A restocking fee of 20% of value of goods returned will be deducted from your refund amount. 

Returns and subsequent refunds are not available for:

• Items listed as “Clearance” or “Final Sale”
  
  

• Display / floor-stock pieces
  
  

• Products noted as Bespoke or customisable

10. Need Help?

Email us at contact@havenhouse.com.au. 7 days a week, 365 days a year

We are here to ensure your furniture arrives safely and lives beautifully in your home. If you have any questions regarding your order or pieces, please reach out to us. We look forward to helping you make your home, into a haven. 

This policy operates alongside, and does not limit, your rights under the Australian Consumer Law.