Refund policy

Effective Date: 22/10/2025

Thank you for shopping with Home Haven.
Your satisfaction matters to us. This Refund Policy explains when you’re eligible for a refund, how the process works, and your rights as a customer under Bangladeshi consumer protection laws.

1. Scope

This policy applies to all kitchen accessories and related products sold through Home Haven and delivered within Bangladesh, including orders placed via Cash on Delivery (COD) or tracked prepaid shipping.

2. When Refunds Apply

You may be eligible for a refund if:

  • The product is defective, damaged, or broken upon delivery
  • You receive the wrong item, model, or color
  • The product is missing parts or accessories mentioned on the product page
  • The product is not delivered within the promised timeframe
  • The received item is significantly different from the description or images on our website
  • You cancel a prepaid order before dispatch

3. Eligibility Conditions

To qualify for a refund:

  • You must contact us within 7 calendar days of receiving the product
  • The item must be unused and returned in its original packaging, including all tags, manuals, accessories, and freebies
  • Proof of purchase is required (order ID, receipt, or tracking number)
  • All returned items are subject to inspection and approval by our team

4. Cancellation Before Dispatch (Prepaid Orders Only)

  • Orders can be cancelled before shipment for a full refund
  • Once dispatched, cancellation is not possible and the standard return/refund process applies

5. Return & Refund Process

  1. Contact us via email or phone with your order ID, reason for refund, and photo/video evidence if applicable
  2. Our team will review and confirm eligibility
  3. If approved:
    • You’ll receive return instructions
    • If the issue is caused by us (wrong, damaged, defective item), return shipping is covered by Home Haven
    • Otherwise, return shipping costs will be borne by the customer
  4. Refunds are processed within 5–10 business days after inspection
  5. Refund method:
    • Original payment method for prepaid orders
    • Mobile wallet or bank transfer for COD orders

Note: Shipping charges are non-refundable unless the error was on our end.

6. Non-Refundable Cases

Refunds will not be issued if:

  • The customer changes their mind after delivery
  • The item has been used, damaged, or altered by the customer
  • Original packaging or accessories are missing
  • The product was marked “Final Sale” or “Non-Returnable”
  • Minor differences in color or design occur due to lighting or screen variations

7. Warranty & Exchange

  • Some kitchen gadgets may include a manufacturer’s warranty—please follow the instructions provided with the product
  • Exchanges may be offered for eligible cases (wrong item, defect), subject to stock availability

8. COD Orders & Delivery Inspection

  • Please inspect your package in front of the delivery person
  • If the product is damaged or incorrect, you may refuse delivery or report immediately
  • If accepted without inspection, proof (photo/video) may be required for any refund or exchange request

9. Legal Compliance & Customer Rights

Home Haven complies with the Bangladesh National Consumer Rights Protection Act and e-commerce guidelines issued by the Ministry of Commerce.

If a valid refund is not processed, customers may file a complaint with the
Directorate of National Consumer Rights Protection (DNCRP).

10. Contact Information

For refund or return inquiries, contact us at:

Store Name: Home Haven
Email: homehavenbd.shop@gmail.com
Phone: 01873612173
Address: Dhaka, Bangladesh

Please include your order ID, tracking number, and reason for refund when contacting us.

11. Policy Updates

Home Haven reserves the right to update this Refund Policy at any time due to legal or operational changes. The latest version will always be available on our website with the updated effective date.