Refund policy
Return & Refund Policy
Last Updated: September 19, 2026
At Haven Toys, we want every purchase to provide a positive and dependable experience for families. If a toy or play product is not suitable, arrives damaged, contains a defect, is missing pieces, or differs from what was ordered, this policy explains how eligible returns, refunds, exchanges, and replacements are handled.
Because children's products may involve safety, hygiene, packaging, and multi-piece considerations, certain return conditions may vary depending on the product and its condition.
1. 30-Day Return Window
Customers may request a return for eligible merchandise within 30 days from the confirmed delivery date.
For an ordinary preference-based return, merchandise should generally:
Be unused or limited to reasonable inspection.
Remain in substantially original condition.
Include all applicable pieces, accessories, manuals, cards, and components.
Retain relevant packaging and labels where reasonably possible.
Be free from customer-caused damage, excessive wear, stains, or contamination.
Not have been materially modified or permanently assembled.
Be associated with a valid Haven Toys order or acceptable proof of purchase.
Verified defects, transportation damage, incorrect merchandise, missing components, and product-safety concerns may be evaluated separately from ordinary preference returns.
2. How to Start a Return
Before sending merchandise back, contact:
donovan@havenhearthonsell.store
Please provide:
Your full name.
Order number.
Product involved.
Reason for requesting the return.
Photographs or video when reporting damage, defects, incorrect merchandise, or missing components.
Haven Toys will review the request and provide appropriate return instructions for qualifying merchandise.
Do not automatically send merchandise to the business address listed at the bottom of this policy. Returns should be shipped only to the destination specifically provided or confirmed by Haven Toys.
3. Change-of-Mind Returns
If you receive the correct product but decide that it is not suitable, you may request an eligible return during the 30-day return period.
Examples may include preference concerning:
Toy type.
Design.
Color.
Size.
Age suitability.
Play style.
Product variation.
The product must continue to satisfy the applicable return conditions.
Customers generally pay return shipping expenses when returning merchandise solely because of personal preference.
4. Inspect Toys Before Extended Play
We recommend checking toys and children's products promptly after delivery.
Before extended use, verify:
The correct product was received.
All expected pieces are present.
Packaging does not show significant transportation damage.
There are no obvious broken or defective components.
The product variation matches the order.
Available age and safety information is appropriate for the intended user.
If you discover a problem, discontinue unnecessary use and contact Haven Toys.
5. Opened Toy Packaging
Opening packaging solely to reasonably inspect a product does not automatically make every toy ineligible for return.
However, return eligibility may be affected if the product has been:
Substantially played with.
Damaged after delivery.
Permanently assembled.
Modified.
Marked or decorated.
Returned with missing pieces.
Contaminated through use.
The condition and nature of the product will be considered during the return review.
6. Toys With Multiple Pieces
Puzzles, building sets, activity kits, games, playsets, and similar products may contain numerous individual components.
For a standard preference return, all originally supplied pieces should generally be included.
If a product arrives with a missing component, contact us before returning the complete set.
Depending on the circumstances, Haven Toys may:
Supply the missing component.
Replace the affected product.
Replace the complete set.
Provide an eligible refund.
7. Games, Puzzles, and Activity Sets
Products containing cards, pieces, boards, instructions, craft materials, or other components should generally remain complete for an ordinary return.
Substantially consumed activity materials or products with customer-lost pieces may have limited preference-return eligibility.
A verified manufacturing or fulfillment problem will be evaluated separately.
8. Electronic and Battery-Operated Toys
If an electronic or battery-operated toy appears not to function correctly, please review applicable setup instructions before reporting a defect.
Where relevant, check:
Battery orientation.
Required battery type.
Power switches.
Protective battery tabs.
Assembly or connection instructions.
If the product still appears defective, contact Haven Toys with a description of the problem.
Do not disassemble, modify, or attempt unauthorized internal repairs before contacting us, as this may affect return eligibility.
9. Hygiene and Children's Products
Certain children's products may have hygiene considerations after substantial use.
Ordinary preference returns may be restricted when merchandise has been exposed to:
Saliva.
Food or beverages.
Bodily fluids.
Heavy dirt.
Strong odors.
Other contamination.
These restrictions do not automatically eliminate remedies for verified defects, shipping damage, or Haven Toys fulfillment errors.
10. Damaged Deliveries
Please inspect the package shortly after delivery.
If merchandise arrives:
Broken.
Cracked.
Crushed.
Torn.
Bent.
Shattered.
Otherwise materially damaged,
contact donovan@havenhearthonsell.store promptly.
Please avoid continued use of visibly damaged children's products while the issue is being evaluated.
11. Evidence for Shipping Damage
Haven Toys may request photographs showing:
The complete product.
Damaged areas.
Outer shipping packaging.
Internal protective packaging.
Shipping label.
Please retain relevant packaging during the initial review whenever reasonably possible.
Once verified, Haven Toys may offer a replacement, replacement component, eligible refund, or another appropriate resolution.
12. Manufacturing Defects
If you believe a toy contains a manufacturing or functional defect, contact us and explain the issue.
Depending on the product, we may request:
Photographs.
Video.
Product labels.
Packaging information.
Other reasonable documentation.
Normal wear, accidental damage, misuse, or customer modification is not automatically considered a manufacturing defect.
13. Product Safety Concerns
If you believe a product presents an unexpected safety issue, stop using the product and contact Haven Toys.
Please provide the order number, product information, and a clear description of the concern.
Photographs or other documentation may be requested where appropriate.
Nothing in this policy limits any remedy or consumer protection that applies to product-safety matters under applicable law.
14. Incorrect Products
If you receive merchandise that does not match your order confirmation, contact us before substantial use.
Examples may include an incorrect:
Toy.
Model.
Design.
Color.
Size.
Quantity.
Variation.
After verification, Haven Toys may send the correct merchandise, arrange a replacement, issue an eligible refund, or provide another appropriate solution.
If a return is required because of our verified fulfillment error, reasonable authorized return transportation will be covered by Haven Toys.
15. Missing Merchandise
If an entire purchased product is missing from your shipment, contact us and identify the missing item.
We may request photographs of the package, contents received, and shipping label.
After reviewing the circumstances, Haven Toys may send the missing merchandise, provide a replacement, or issue an eligible refund.
16. Product Sets and Bundles
Products sold together as a set or bundle should generally be returned together for an ordinary preference-based return.
If only one product or component in a bundle is defective, damaged, incorrect, or missing, contact Haven Toys before returning the entire bundle.
We may be able to resolve the affected portion separately.
17. Personalized or Customized Toys
Products customized according to customer specifications may have limited change-of-mind return eligibility.
This may include merchandise involving:
Personalized names.
Custom text.
Engraving.
Customer-selected custom designs.
Other individualized modifications.
This limitation does not automatically apply when customized merchandise arrives damaged, defective, or materially different from the approved order.
18. Items With Limited Preference-Return Eligibility
Subject to applicable law, ordinary change-of-mind returns may be restricted for:
Substantially used toys.
Incomplete toys due to customer-lost components.
Customer-damaged merchandise.
Permanently modified products.
Substantially consumed activity or craft materials.
Hygiene-sensitive products that have been materially used or contaminated.
Personalized or custom-made products.
Gift cards.
Products clearly identified as Final Sale before purchase, where legally permitted.
Verified defects, transportation damage, safety concerns, incorrect products, and Haven Toys fulfillment errors are evaluated separately.
19. Sale and Promotional Merchandise
Discounted merchandise is not automatically final sale.
Unless different conditions were clearly disclosed before checkout, eligible products purchased during a promotion or with a discount remain subject to this policy.
Products specifically identified as Final Sale may have different preference-return eligibility where permitted by applicable law.
20. Exchanges
Eligible merchandise may be considered for exchange for another available size, design, color, model, or variation.
All exchanges depend on inventory availability.
If the requested alternative is unavailable, qualifying merchandise may be returned for an approved refund and a separate order may be placed.
21. Replacement Products and Components
When appropriate, Haven Toys may provide a complete product replacement or an individual replacement component.
Replacement options may be used for verified:
Transportation damage.
Manufacturing defects.
Missing pieces.
Incorrect fulfillment.
If the same product or component is unavailable, an eligible refund or another appropriate resolution may be provided.
22. Return Shipping Costs
Customers generally pay return shipping expenses for eligible returns based solely on personal preference or change of mind.
Haven Toys will cover reasonable authorized return transportation when a required return results from verified:
Shipping damage.
Manufacturing defects.
Incorrect merchandise.
Other fulfillment errors attributable to Haven Toys.
Please obtain authorization before purchasing return transportation for which reimbursement is expected.
23. Preparing an Authorized Return
Please package authorized returns securely.
Where applicable:
Gather all toy pieces.
Include accessories and manuals.
Place small components in secure packaging.
Protect fragile pieces.
Include relevant removable parts.
Follow any additional instructions provided by Haven Toys.
For customer-arranged return shipments, we recommend using a trackable shipping service and retaining proof of shipment.
24. Return Evaluation
After an authorized return reaches the designated return location, Haven Toys will review the merchandise.
The evaluation may consider:
Product identity.
Evidence of substantial use.
Completeness.
Missing components.
Customer-caused damage.
Modification.
Hygiene condition.
Compliance with the return period.
Receiving returned merchandise does not automatically mean that a refund has been approved.
25. Refunds
Once an eligible return has been reviewed and approved, the applicable refund will generally be issued to the original payment method used for the purchase.
After Haven Toys submits the refund, your bank, card issuer, or payment provider may require additional processing time before the credit appears.
Processing times controlled by financial institutions are outside Haven Toys' direct control.
26. Original Shipping Charges
Original shipping or delivery charges are generally non-refundable when merchandise is returned solely because of personal preference.
Different treatment may apply when a return results from verified transportation damage, a qualifying defect, Haven Toys' fulfillment error, or circumstances where reimbursement is required by applicable law.
27. Order Cancellations and Changes
If you need to cancel or modify an order, contact donovan@havenhearthonsell.store as soon as possible.
Haven Toys will make reasonable efforts to accommodate the request before fulfillment progresses.
Once an order has been processed, personalized, packed, or transferred to a shipping carrier, cancellation or modification may no longer be possible.
Eligible merchandise may then be handled under this policy following delivery.
28. Consumer Protection Rights
This Return & Refund Policy describes Haven Toys' standard procedures. Nothing in this policy is intended to waive, restrict, or exclude any consumer right or legal remedy that cannot lawfully be waived under applicable United States federal, state, or local law.
Where mandatory consumer protection requirements provide additional or different rights, those requirements will apply to the extent required.
29. Contact Haven Toys
For assistance with a return, refund, exchange, replacement, damaged shipment, defective product, missing component, incorrect merchandise, or product-related concern, please contact:
Haven Toys
Address: 29 Alaska St, Staten Island, NY 10310, United States
Phone: +1 (718) 687-2176
Email: donovan@havenhearthonsell.store
When contacting Haven Toys about an existing purchase, please include your order number and the email address associated with your order so we can assist you efficiently.