Refund policy

Last Updated: December 10, 2025

Thank you for shopping at Heena’s Haven. We want you to be completely satisfied with your purchase. If you are not happy with your order due to a product issue, please review our return and refund terms below.

1. Return Eligibility

We accept returns only for products that meet one of the following conditions:

  • The product is defective, damaged, or faulty on arrival; or
  • You received an incorrect item, color/shade, size or quantity.

We do not accept returns for:

  • Change of mind, wrong choice, or customer preference;
  • Opened, used, or non-resalable products.

2. Return Request Window

  • You must contact us within 14 days from the delivery date to request a return or exchange.
  • Products must be in unused, original packaging and in resellable condition.

3. Exchanges & Refunds

We accept exchanges only for defective, damaged, or incorrectly shipped items.

If your return is approved, you may choose to receive:

  • A replacement/exchange, or
  • A refund to your original payment method.

Refund processing: Approved refunds are processed within 7–10 business days after we receive and inspect the returned items.

Original shipping charges are non-refundable, except when the issue is due to our error (e.g., defective or wrong item).

4. Return Shipping

  • For approved defective/incorrect items, we cover or reimburse reasonable return shipping costs.
  • For other approved returns, the customer may be responsible for return shipping unless otherwise notified.

5. How to Request a Return

To start a return, please email us at:

📧 info@heenashaven.com

Include the following in your message:

  • Your full name
  • Order number
  • Product name(s)
  • Photos or video evidence clearly showing the defect or issue

Our customer support team will reply with approval and return instructions.

6. Contact Information

If you have any questions about your return or need further help:

📍 Address: Ras Al Khor Industrial Area 2, Dubai, UAE
📞 Phone: +971524243693
📧 Email: info@heenashaven.com

7. Additional Notes

  • No restocking fees will be charged.
  • Refunds will be issued only after returned products are received and inspected.
  • This policy applies to purchases made through heenashaven.com only.