Welcome to Havenserio (hereafter “we” or “our”). These Terms of Service (“Terms”) govern your use of our online store and your relationship with our store. By accessing or placing orders through our store, you agree to these Terms.
1. Introduction and Scope
These Terms apply to all users of our online store, including browsing, purchasing, and accessing services.
Our store reserves the right to modify these Terms at any time. Continued use constitutes acceptance of any changes.
2. User Accounts and Website Responsibilities
Users may create accounts to facilitate ordering and tracking.
You are responsible for maintaining account confidentiality, including passwords and payment information.
We are not liable for unauthorized access caused by your failure to protect account information.
3. Products, Inventory, and Pricing
All product descriptions, images, and pricing are provided for reference.
We reserve the right to update inventory and adjust pricing at any time.
Product availability may vary; placing an order does not guarantee stock until payment is confirmed.
4. Orders and Payments
Orders are confirmed upon successful payment.
Accepted payment methods include Visa, MasterCard, American Express, Discover, JCB, and other major credit or debit cards.
All payments are processed securely via trusted payment gateways.
Payment confirmation emails contain order number, billing details, and contact information.
5. Shipping Policy
Delivery Area: We deliver throughout Australia. Other countries are not supported.
Shipping Fees: Orders ≤ AUD 150 incur a shipping fee of AUD 13.99. Orders > AUD 150 qualify for free shipping.
Processing Time: Orders are processed within 1-3 business days.
Shipping Time: Estimated delivery within 5-11 business days.
Carrier: All shipments are via UPS.
Cut-off Time: Orders placed before 6:00 PM (AEST/AEDT), Monday to Friday are processed same day; orders after 6:00 PM or on non-working days are processed next business day.
For more information, please refer to our policies: Shipping policy.
6. Order Cancellation
Orders can be cancelled within 48 hours of placement.
Requests received after 48 hours should follow the Return Policy for refunds.
Approved cancellations are processed within 1-3 business days, with refunds returned via the original payment method.
For more information, please refer to our policies: Order Cancellation Policy.
7. Returns and Refunds
Eligibility: Returns and exchanges accepted within 30 days of delivery.
Conditions:
Visible damage
Functional or quality defects
Unusual odor, severe color difference
Incorrect item delivered
No reason returns during eligible period
Return Process: Contact us via email or phone with order number, payment proof, reason, and supporting media. Our team will provide a return address if approved. Ship the item and wait for confirmation.
Exchange Process: Similar to returns. Once the item is verified, replacement is shipped within 1-3 business days.
Return Labels: We may provide pre-printed labels to ensure proper return and tracking.
Refund Process: Refunds are processed within 1-3 business days after confirmation and issued to the original payment method.
Shipping Costs:
Covered by us for product defects, damage, odor, color issues, or incorrect items.
Customer covers shipping for no-reason returns.
Liability: Refunds/exchanges are subject to inspection and verification of returned items.
For more information, please refer to our policies: Refund Policy.
8. Privacy and Data Protection
We collect and process personal data to facilitate orders, improve services, and comply with legal obligations.
Users have rights under the Privacy Policy and GDPR, including access, correction, and deletion requests.
Data is stored securely and only used for legitimate purposes.
9. Disputes and Applicable Law
These Terms are governed by Australian law.
Any disputes arising from these Terms or use of the store shall be resolved under Australian jurisdiction.
10. Amendments to Terms
We reserve the right to update or modify these Terms at any time.
Changes are effective immediately upon posting to our store. Continued use indicates acceptance.
11. Liability Limitations
We are not responsible for delays caused by carriers or events outside our control.
Damages arising from misuse, incorrect shipping details, or failure to comply with instructions are excluded from liability.
12. Intellectual Property
All content, images, and trademarks on the website are owned by or licensed to our store.
Unauthorized use, reproduction, or distribution is prohibited.
13. Additional Provisions
Account Termination: We may suspend or terminate accounts for violations of these Terms.
Promotional Communications: Users can manage subscription preferences through their account settings.
Contact and Support: Our team is available for inquiries, complaints, and assistance.
14. Contact Information
E-mail: team@havenserio.com
Phone: +1 (516) 859-8848
Address: 2953 INNISBROOK CT, CHARLESTON, SC 29414-6713, US
Opening Hours: Monday to Friday, 10:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)
For questions regarding orders, shipping, cancellations, or returns, contact our team.
Provide your order number and relevant details for faster assistance.
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