Return & Refund
Effective Date: July 31, 2025
NovaHaven is owned and operated by NovaHaven Inc., a Delaware corporation.
This Refund & Returns Policy applies to purchases made through our website.
1. Contact Information
For return or refund inquiries, contact:
Email: support@novahavenliving.com
Phone: 740-272-5371
Customer Support Hours (EST):
Mon–Fri: 9:00 AM – 6:00 PM
Sat: 10:00 AM – 4:00 PM
Sun: Closed
2. Return Eligibility
Return Window
Return requests must be submitted within 30 days of delivery.
Condition Requirements
To qualify for return, products must be:
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Unused
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Unassembled
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In original packaging
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Complete with all parts, manuals, and accessories
Proof of Purchase
A valid order number is required for all returns.
Non-Returnable Items
The following items are not eligible for return:
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Installed or used products
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Clearance or final-sale items
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Custom, made-to-order, or special-order products
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Personalized goods
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Perishable items
3. Restocking Fee
For eligible non-defective returns, a 25% restocking fee will be deducted from the product purchase price.
Restocking fees cover supplier handling, inspection, repackaging, and return processing costs.
Restocking fees do not apply to:
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Confirmed defective products
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Products damaged during shipping (reported within 48 hours)
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Incorrect items shipped by NovaHaven
The restocking fee will be confirmed in writing prior to issuing a Return Authorization.
4. Oversized & Freight Returns
Many NovaHaven products (including pergolas, outdoor kitchens, pizza ovens, grills, and patio heaters) ship via LTL freight.
Return Freight Responsibility
For non-defective returns, customers are responsible for all return shipping or freight costs.
Freight return costs vary depending on product size, weight, and delivery location and will be quoted prior to return approval.
Packaging Requirements
Items must be securely packaged and, where applicable, palletized for return. Products damaged during return transit due to improper packaging may not qualify for a full refund.
Authorization Required
All returns must be approved in advance. Unauthorized returns will not be accepted.
5. Damaged, Defective, or Incorrect Items
Inspection at Delivery
Inspect all deliveries upon arrival. For freight shipments, note visible damage on the Bill of Lading (BOL) before signing and take clear photographs.
Reporting Window
Damages, defects, or incorrect items must be reported within 48 hours of delivery.
Resolution
Upon verification, we will arrange repair, replacement, or refund at no additional cost to you. If the incorrect product was delivered, we will coordinate return pickup and replacement shipment.
6. Refund Process
Approval
Refunds are issued after returned items are received and inspected (when applicable).
Deductions
For non-defective returns, applicable return shipping/freight charges and the 25% restocking fee will be deducted.
Processing Time
Approved refunds are issued to the original payment method within 10 business days after inspection. Financial institutions may require additional time to post funds.
Partial Refunds
Partial refunds may apply if items are returned with missing components, signs of use, or damage due to improper return packaging.
7. Order Cancellations
Before Shipment
Orders may be canceled for a full refund if they have not shipped.
After Shipment
Orders that have shipped must follow the standard return process upon delivery.
8. Exchanges
Exchanges are available only for confirmed defective, damaged, or incorrect items.
For other situations, customers may return eligible items and place a new order.
9. Legal Rights
This policy does not affect any statutory consumer rights under applicable law.