Returns & Refunds Policy
We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact our team at contact@shadehaven.com explaining the reason for your return. If your return is accepted, we will send you a return label to print and attach to your parcel before dropping it off.
Items returned without first requesting a return will not be accepted. You can always contact us about returns at contact@shadehaven.com.
Return costs
We cover return shipping costs for 30 days from receipt of the order. There are no restocking fees.
Specific return & refund conditions
- Change of mind: if you change your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged and in its original packaging.
- Defective items: if you receive a defective product, contact our customer service immediately, ideally within 48 hours, for instructions. We will cover return costs within 30 days and provide a repair, replacement or refund.
- Non-returnable: custom-made or used products may not be eligible for return unless defective.
Refunds
Once your return is received and inspected, we will notify you and process the refund to your original payment method within 5–10 business days. If you have not received your refund after this time, contact us at contact@shadehaven.com.
Nothing in this policy affects your rights under the Australian Consumer Law.