Returns & Cancellation Policy

1. Bespoke & Made-to-Order Furniture

All of our furniture and cabinetry is made to order and manufactured to the client’s specific requirements.

Under the Consumer Contracts Regulations 2013, the 14-day cooling-off period does not apply to goods that are made to a consumer’s specification or clearly personalised.

As such:

• Bespoke and customised furniture is non-returnable.

• Orders cannot be cancelled once production has commenced.

• Deposits are non-refundable once production scheduling has been confirmed.

2. Standard Retail Items (Where Applicable)

From time to time, Haven & Home Design may offer standard, non-customised retail items (for example, hardware or accessories).

For these items only:

• You may cancel your order within 14 days of receiving the goods.

• Items must be unused, in original condition and in original packaging.

• Return shipping costs are the responsibility of the customer unless the item is faulty.

Refunds will be processed once goods are received and inspected.

3. Faulty or Damaged Goods

If your order arrives damaged or develops a fault due to workmanship, you must notify us in writing within 48 hours of delivery.

We reserve the right to inspect and, where appropriate, repair the item before offering a replacement.

This policy does not cover:

• General wear and tear

• Accidental damage

• Improper installation

• Damage caused by misuse or third parties

4. Installation Acceptance

Where installation is included, items are inspected at the point of installation. By permitting installation to proceed, the client confirms acceptance of the goods as supplied.