Money back guarantee and refund policy
We, here at Enchanted Haven have put in the time and effort to source quality products. We really do love each and every product on our site. We believe that you will be completely satisfied and love them too. We wouldn’t list an item that we wouldn’t buy or have in our own home.
However, if you are not satisfied with the quality of the products you have purchased, Enchanted Haven has a money back guarantee on all purchases, within 48 hours of receiving the order (excluding all postage and handling costs).
Enchanted Haven’s money back guarantee is based on the following conditions:
- You must notify us within 48 hours of your order being delivered of your dissatisfaction and provide us with the order details
- Goods returned to Enchanted Haven must be in their original condition (i.e. unopened)
- Upon receiving notification of the refund request AND the above conditions are met, Enchanted Haven will contact you to arrange for the goods to be returned. Enchanted Haven will only refund return postage costs if the item is in any way faulty. The limit of our liability for postage extends to the cost of the postage you paid to have the item delivered to you.
- Enchanted Haven reserves the right to either refund the product price, provide you with a credit for future purchases or send a replacement product as we see appropriate to the circumstances of the return.
- If Enchanted Haven believes that a buyer is abusing our Money Back Guarantee, then Enchanted Haven reserves the right to suspend or cancel the Refund and Exchange Policy / Money Back Guarantee in relation to that buyer or cancel any pending orders.
Please be aware all crystals are different. No two crystals are alike. They have their own characteristics. Natural crack formations do occur in crystals - they are not damaged, they are just natural. In fact they add to the character of the crystal. Enchanted Haven will not refund because of natural formations within crystals.
Shipping: Lost, missing or damaged items
Enchanted Haven only guarantees the condition of the goods until they leave our premises.
We take great care in packaging your purchases. Unfortunately, we cannot be held responsible for any loss or damage to your parcels once they are posted. We offer Signature and Insurance and we strongly recommend you take advantage of it, which gives insurance coverage up to $100.00 for loss or damage. Therefore, no refunds will be available for damage or loss caused once the goods have left our premises. We will pay the difference in insurance for goods $100.00 or more.
In the unfortunate event that you receive a delivery with damaged items, you will need to contact your nearest Australia Post Office directly.
Enchanted Haven will not be held liable for any further damages as a result of you receiving a damaged delivery.
If you have not received an order that you have paid for, please contact us immediately so we can provide you with the relevant information required to track your delivery.
We warmly welcome International Customers, however, please note on checkout, you need to choose the International option for postage, which will allow you to checkout and pay for your order. It will then flag us to contact you with the additional cost of postage, which will then need to be paid, for your order to be processed promptly. Alternatively, you can contact us first and we can discuss Postage options.