Refund & Returns Policy

Refunds and Returns Policy

Effective Date: 28/05/2024

At Haute Haven, we strive to provide you with high-quality ladies’ shoes and excellent customer service. If you are not completely satisfied with your purchase, our Refunds and Returns Policy outlines the process, conditions, and timeframes for returns and refunds to ensure a fair and hassle-free experience.

1. Return Conditions

1.1 Eligibility for Returns:

  • Products must be in their original condition, unused, and in the original packaging.
  • Returns must be initiated within 30 days of the delivery date.

1.2 Non-Returnable Items:

  • Gift cards
  • Final sale items or clearance items
  • Products that have been worn, altered, or damaged

2. Initiating a Return

2.1 Return Request: To initiate a return, please contact our customer support team at hautehaven@gmail.com with the following information:

  • Order number
  • Product name and description
  • Reason for return
  • Photographs of the product (if defective or damaged)

2.2 Return Authorization: Once your return request is approved, we will provide you with a return authorization number (RAN) and detailed instructions on how to return the item. Please do not send your purchase back without a RAN, as it will not be accepted.

3. Return Shipping

3.1 Domestic Returns:

  • You are responsible for the cost of return shipping.
  • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

3.2 International Returns:

  • For international returns, customers are responsible for all return shipping costs, including any duties, taxes, or customs fees.
  • Please ensure that the return package is properly labeled as “Returned Goods” to avoid any customs issues.

4. Inspection and Processing

4.1 Inspection: Once we receive your returned item, it will be inspected to ensure it meets our return conditions. If the item is not in its original condition, has been used, or is damaged, we reserve the right to refuse the return.

4.2 Processing Time: After the inspection, we will process your return within 7 business days. If approved, a refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear on your account, depending on your bank or credit card issuer.

5. Refunds

5.1 Refund Amount:

  • The refund will include the cost of the returned product(s).
  • Original shipping costs are non-refundable, except in cases where the return is due to our error (e.g., wrong or defective item).

5.2 Partial Refunds: In certain situations, only partial refunds may be granted (if applicable):

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

6. Exchanges

6.1 Defective or Damaged Items: If you received a defective or damaged item, please contact us at hautehaven@gmail.com within 7 days of receiving the product. We will arrange for a replacement or a full refund, including shipping costs.

6.2 Product Exchanges: We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at hautehaven@gmail.com for instructions.

7. Customer Support

For any questions or concerns regarding returns and refunds, please contact our customer support team:

We are here to assist you and ensure your shopping experience with Haute Haven is pleasant and satisfactory.

8. Policy Updates

We reserve the right to update or modify this Refunds and Returns Policy at any time. Any changes will be effective immediately upon posting on our website. Please review this policy periodically to stay informed of any updates.

By making a purchase on hautehaven.co.za, you acknowledge that you have read and understood this Refunds and Returns Policy and agree to its terms.

Thank you for shopping with Haute Haven!