Refund & Return Policy

Refund & Return Policy | Last Updated: October 26, 2026

This Policy applies to purchases made directly through the HAVENVIXO® store. It does not limit mandatory consumer rights under applicable law.

1. 30-Day Return Period
You may request a return for an eligible item within 30 days after the delivery date. Contact customer support within this period and wait for written approval and return instructions before sending the product.

2. Return Eligibility
For a change-of-mind return, the product should be unused, clean, and returned with its original packaging where available and all included parts and accessories. For hygiene-sensitive products, opened or used items may not be eligible for a change-of-mind return where permitted by law. This does not limit remedies for defective, incorrect, damaged, or non-conforming products or any statutory rights that cannot be excluded. You may inspect a product to a reasonable extent; use beyond reasonable inspection may affect the refund amount where permitted by law.

3. Damaged, Defective, Incorrect, or Incomplete Products
Contact service@havenvixo.com as soon as reasonably possible, preferably within 7 days after delivery. Include your order number, a description of the issue, and clear photographs of the product and packaging. We will review the issue and offer an appropriate remedy as required by applicable law. The preferred reporting period helps us investigate and does not reduce statutory rights.

4. How to Request a Return
Email service@havenvixo.com with your order number, the email used at checkout, the reason for return, and relevant photographs if the item is damaged, defective, incorrect, or incomplete. Do not send the item until you receive approval and return instructions. We may request additional information reasonably needed to assess the request.

5. Return Address
Please do not send returns to our registered business address. Return warehouse addresses may vary by product, fulfilment location, and customer destination. Once your return request is approved, our customer support team will provide the correct return address and instructions. Products sent to an unauthorised or incorrect address may not be received or processed.

6. Return Shipping Costs
For a change-of-mind return, the customer is generally responsible for return shipping unless the product page, a promotion, customer support approval, or applicable law states otherwise. If a product is defective, incorrect, damaged on arrival, or materially not as described, contact us for instructions; we will provide an appropriate remedy as required by applicable law. Original shipping charges, duties, taxes, and other fees are handled in accordance with checkout terms and applicable law.

7. Exchanges
Direct exchanges may not be available. If an exchange cannot be arranged, you may request an eligible return and place a new order after approval. This does not limit statutory rights for defective or incorrect products.

8. Return Packaging and Tracking
Pack the product carefully with all included parts and accessories. For customer-arranged returns, we recommend a trackable service and keeping the receipt until the return is resolved. Responsibility for loss or damage during return shipping is subject to applicable law.

9. Return Inspection and Deductions
Once we receive and inspect an eligible returned product, we will notify you whether the refund is approved. Where permitted by law, a deduction may apply if the returned product is missing parts, is damaged, shows installation marks, has been altered, or has lost value because it was handled beyond what is reasonably necessary to inspect it. Any deduction will be proportionate and will not limit rights that cannot legally be excluded.

10. Refund Processing Time
Approved refunds will be issued to the original payment method within 5–10 business days after the returned product is received and inspected. After the refund is issued, your bank, card issuer, or payment service provider may need additional time to post the funds to your account. If more than 15 business days have passed after we confirmed that a refund was issued, contact customer support with your order number.

11. Order Cancellations
Contact service@havenvixo.com within 12 hours after placing an order to request cancellation. We will make reasonable efforts to assist, but cancellation cannot be guaranteed after processing or shipment begins. If an order is cancelled before shipment and payment was collected, the payment for cancelled items will be refunded to the original payment method. If the order has shipped, the post-delivery return process applies.

12. Contact Information
Operating Company: Shanxi Langxin Technology Co., Ltd.
Customer Support Email: service@havenvixo.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM (U.S. Eastern Time)
Registered Address: Room 2501, Unit 1, Building 4, West Zone, Rongchuang Center, Pingyang Road, Xuefu Subdistrict, Xiaodian District, Taiyuan, Shanxi, China
The registered address is not a return facility. Obtain approval and the correct return address before sending a return.