Refund policy

Last updated: 29 August 2026

The short version

  • 14 days from the day your order is delivered to request a return for any reason.
  • 7 days from delivery to report damage, a defect, or the wrong item — we cover that entirely, and you usually do not need to ship anything back.
  • Change-of-mind returns: you cover the return postage. Our mistakes: we cover everything.

Return window

You have 14 days after your order is delivered to request a return. The clock starts on the delivery date shown by the carrier, not the date you ordered — so a long shipping time never eats into your window.

To be eligible, the item must be unused, in the same condition you received it, with any tags attached and in its original packaging. You'll need your order number as proof of purchase.

How to start a return

Email support@havenyard.ca with your order number and the item you'd like to return. We reply within 1 business day.

If your return is approved, we'll send you the return address and instructions. Please don't ship anything back before you hear from us — items sent without an approved return can't be processed or refunded.

Who pays for return shipping

  • Changed your mind, ordered the wrong thing, or it isn't what you pictured: you cover the return postage. We don't charge a restocking fee.
  • It arrived damaged or defective, we sent the wrong item, or the product page was inaccurate: we cover it, and in most cases we won't ask you to ship anything back at all.

Damaged, defective, or wrong item

Please check your order when it arrives. If anything is damaged, defective, or not what you ordered, email support@havenyard.ca within 7 days of delivery with photos of the item and the packaging. We'll resolve it with a replacement or a full refund.

Order never arrived?

Start with the tracking link in your shipping confirmation email.

  • Tracking shows delivered but you can't find it: check with anyone else at the address and any safe-drop spots, then email us within 7 days of the delivery scan and we'll open a carrier claim.
  • Tracking hasn't moved, or the order is past its estimated delivery window: email us. If a parcel is more than 15 business days past its estimated delivery date with no tracking movement, we treat it as lost and will replace it or refund you in full.

You don't need to wait out the 14-day return window to report a missing order — a lost parcel is a shipping issue, not a return.

What can't be returned

  • Opened or used personal-care items — sleep masks, pillowcases, facial tools, eye pillows and similar. For hygiene reasons these can only be returned unopened and unused in sealed original packaging. This does not apply if the item arrived damaged or defective, which is always covered.
  • Gift cards.
  • Items sent back without an approved return request.

Everything else — decor, storage, trays, mirrors, jewellery and accessories — is returnable within the window under the conditions above, including items bought on sale.

Exchanges

We don't process direct exchanges. The fastest route is to return the item you have and place a new order for the one you want, so you aren't waiting on two shipments in sequence.

Refunds

Once we've received and inspected your return we'll email you to confirm whether the refund was approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it.

Refunds cover the price of the item. Original shipping charges are refunded only when the return is our fault.

If more than 15 business days have passed since we confirmed your refund and you still don't see it, email support@havenyard.ca and we'll chase it.

Your rights

This policy sits on top of your rights under Canadian consumer protection legislation, including Ontario's Consumer Protection Act, 2002. Nothing here limits those rights.

Questions

Email support@havenyard.ca — a person reads every message and replies within 1 business day, Monday to Friday.