Refund policy
Effective Date: April 2026
Our Commitment
HavenWell sells premium recovery equipment for at-home recovery and wellness routines. We stand behind every product we list. If something arrives defective, damaged, or materially different from what was described, we will help coordinate the appropriate resolution. If the product simply is not the right fit, we offer a clear 30-day return path.
Return Window
You have 30 calendar days from the date of delivery to initiate a return. Returns initiated after the 30-day window cannot be accepted, although warranty claims may still apply.
Return Authorization Required
All returns require written approval before shipment. Do not send a product back to the manufacturer, warehouse, or supplier without receiving return instructions from HavenWell. Unauthorized returns may be refused or delayed.
Original Packaging Required
Large recovery equipment, including Cold Plunge tubs and oversized Red Light Therapy panels, may need to be returned in original packaging or equivalent protective packaging. Returns sent without proper packaging may be rejected or may result in additional carrier or inspection fees.
Supplier-Specific Return Terms
Because HavenWell works with multiple authorized suppliers, some return instructions may vary by brand. HavenWell will help coordinate the return process according to the applicable supplier policy.
Condition Requirements
The item must be unused and in its original, undamaged packaging with all accessories, manuals, and protective materials included.
Products that have been assembled, filled with water, wired to a power source, or otherwise put into service are considered used and are not eligible for return unless defective.
Serial-numbered items must match the serial number on file for the order.
Return Shipping Costs
Non-defective returns: the customer is responsible for return shipping. For freight items, HavenWell can arrange the return freight pickup at the customer's cost.
Defective, damaged, or mis-shipped items: HavenWell will help coordinate the appropriate resolution, which may include replacement parts, a replacement unit, return shipping, or a refund depending on the product issue and applicable supplier policy.
Restocking Fees
Non-defective returns of orders over $999 are subject to a 15% restocking fee. This fee reflects the logistics and inspection costs of returning large, high-value items to the manufacturer's warehouse. Defective returns and warranty replacements are never subject to a restocking fee.
Cold Plunge Tubs: Freight Inspection Required
Cold Plunge tubs ship by LTL freight carrier on a pallet. Before you sign for the delivery, inspect the crate and visible surfaces of the tub. If you see any damage to the crate, to the tub shell, or to the chiller unit, note it clearly on the delivery receipt or refuse the shipment. Signing a clear delivery receipt may limit our ability to file a freight claim for visible damage discovered after delivery. Undocumented freight damage discovered after a signed delivery cannot always be honored as a free replacement.
Used or Assembled Products
Products that have been installed, filled, powered on, or otherwise placed into normal use are not eligible for a standard return. If such a product is defective, it may still be covered under the applicable manufacturer warranty, and HavenWell will help you file and manage that claim.
Refund Processing
Once the returned item arrives at the manufacturer's warehouse and passes inspection, refunds are issued within 5-10 business days to the original payment method. You will receive an email confirmation when the refund is processed. Please allow an additional 3-5 business days for the refund to appear on your statement depending on your bank or card issuer.
How to Initiate a Return
To start a return, email support@shophavenwell.com with the following:
- Your order number.
- The item(s) you are returning.
- The reason for the return.
- Photos of the product and packaging if the return is due to damage or defect.
We will respond within one business day with return instructions and, where applicable, a prepaid return label or scheduled freight pickup.
Non-Returnable Items
Gift cards, digital downloads, and products that have been custom-configured or engraved to order are final sale and cannot be returned unless defective.