Returns & Refunds

At Havenroo, we want you to feel confident about your purchase. If you have a question or a problem with your order, please contact hello@havenroo.com.

30-day change-of-mind returns

If you change your mind, you can request a return within 30 days of receiving your order.

To qualify for a change-of-mind return, products must be unused, unopened and in their original packaging, with any seals intact. For our washing machine cleaner tablets, boxes and individual sachets must remain unopened.

Please provide your order number or another valid proof of purchase.

These conditions apply only to change-of-mind returns. They do not restrict your rights under the Australian Consumer Law.

How to request a return

Email hello@havenroo.com with your order number, the items you would like to return and the reason for your request. For damaged or incorrect items, please include photos if available to help us assess the issue.

We will explain the next steps and provide the appropriate return address. Please contact us before sending anything back so we can arrange your return correctly. Do not send products to the dispatch address printed on your parcel unless we have instructed you to do so.

For change-of-mind returns, please obtain our approval before posting your items. This process does not limit your statutory rights for faulty or incorrectly supplied products.

Return shipping costs

For change-of-mind returns, you are responsible for return postage. Original delivery charges are not refundable for change-of-mind returns.

We recommend using a tracked delivery service and keeping your proof of postage.

If we confirm that your product is faulty, damaged or incorrectly supplied, we will cover reasonable return shipping costs. If you have already paid those costs, please keep your receipts so we can reimburse you.

Damaged, faulty or incorrect items

Please check your order when it arrives and contact hello@havenroo.com as soon as reasonably possible if an item is damaged, faulty or different from what you ordered.

We may ask for a description, photographs or a return of the product to assess the issue. We will work with you to provide the appropriate remedy.

You do not need to retain the original packaging to exercise your rights for a faulty product. The 30-day change-of-mind return period does not limit those rights.

If a product appears unsafe or its contents are leaking, stop using it and contact us for instructions before posting it back.

Your rights under Australian Consumer Law

Our products are covered by consumer guarantees under the Australian Consumer Law that cannot be excluded.

For a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, we will provide an appropriate remedy within a reasonable time, as required by law. If the issue is not resolved within a reasonable time, you may have further rights.

These rights apply independently of our change-of-mind policy and also apply to products purchased on sale.

Items that cannot be returned for a change of mind

We do not accept change-of-mind returns for opened or used cleaning products, including opened boxes or sachets of washing machine cleaner tablets.

Products damaged after delivery through misuse or improper storage are not eligible for a change-of-mind return.

These exclusions do not affect any rights you may have under the Australian Consumer Law.

Exchanges

For a change-of-mind exchange, please contact us to arrange an eligible return. You can then place a separate order for the product or pack you would prefer.

For faulty, damaged or incorrect products, contact us directly so we can arrange the appropriate remedy without requiring you to place a new order.

Refunds

For change-of-mind returns, we will inspect the returned products and let you know whether they meet the return conditions.

Approved refunds will be issued to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to display the funds.

Refunds reflect the amount actually paid for the returned items, including any applicable discounts. For change-of-mind returns, original delivery charges are excluded.

Refunds and any delivery-cost reimbursements required under the Australian Consumer Law will be handled in accordance with those rights.

If you have not received your refund within 15 business days of approval, please contact hello@havenroo.com.

Contact

For any questions about returns, replacements or refunds, email hello@havenroo.com.