Refund policy

90-Day Money-Back Guarantee

At Haverly, we stand behind the quality of our products and want you to shop with confidence. That’s why every first order is covered by our 90-Day Money-Back Guarantee, under the conditions outlined below and in Section 8 of our Terms of Service, which governs all guarantee claims.

Guarantee Eligibility

To be eligible for a refund under the guarantee, all of the following conditions must be met:

  • Refund requests must be submitted by email to hello@gethaverly.com, from the email address used to place the order, with the subject line “Guarantee Claim,” within 90 days of the confirmed delivery date of your first qualifying order, with your full name and order number. Requests made after 90 days from the confirmed delivery date are not eligible and will not be approved. Refund eligibility is strictly limited to the 90-day window from the confirmed delivery date.
  • The guarantee applies to your first purchase of a Haverly product, purchased directly from gethaverly.com. Purchases from any other website or marketplace are not covered.
  • You must have used the product as directed for at least thirty (30) consecutive days before submitting a dissatisfaction claim, and confirm this in writing (start date, daily use as directed, and a brief description of your experience) when you submit the claim. Claims where the order and delivery dates make a 30-day trial impossible will not be approved.
  • After approval, all pouches from the order must be returned as instructed, in whatever condition, within 21 days, to the return address provided in your approval email. Items sent back without prior authorization are not eligible for a refund.
  • The guarantee is limited to one claim per customer and per household, for the lifetime of the customer relationship.
  • Shipping and handling fees are non-refundable, and return shipping costs are the customer’s responsibility.

Standard Returns (Outside the Guarantee)

For anything not covered by the 90-Day Guarantee — such as second or subsequent orders — we accept returns of unopened product in its original packaging within 30 days of the confirmed delivery date. To be eligible, your return must be authorized in advance: contact hello@gethaverly.com with your order number, wait for confirmation and return instructions, and ship the product back as directed. We will email you the return address once you have contacted us; items sent back without authorization may not be eligible for a refund. A valid proof of purchase (order number or receipt) is required. Return shipping costs are the customer’s responsibility. Refunds are issued for the product cost only after we receive and verify that the product is unopened; original shipping costs are non-refundable. Opened product is not eligible for a standard return.

EU & UK 14-Day Cooling-Off Period

If your order is shipped to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with applicable distance-selling rules. To exercise this right, contact hello@gethaverly.com within the 14-day period. Products must be returned unopened, unused, and in their original packaging; for health and hygiene reasons, this right does not apply to products that have been unsealed after delivery. Return shipping costs are the customer’s responsibility, and a valid proof of purchase is required. Our 30-day standard return window and the 90-Day Money-Back Guarantee both operate in addition to, and never limit, any rights you have under applicable law.

Order Cancellations

Customer-initiated cancellations before dispatch are governed by our Cancellation Policy: they must be requested within 24 hours of order placement and before dispatch, and are subject to a $4.95 cancellation fee deducted from the refund. Orders that have already been dispatched cannot be cancelled and follow this Refund Policy instead.

Non-Eligible Refunds

The following are not eligible for refunds under any circumstances:

  • Guarantee requests submitted outside the 90-day window, or standard returns submitted outside the 30-day window.
  • Opened product outside of an approved 90-Day Guarantee claim.
  • Subscription renewals or recurring charges billed because cancellation was not requested at least 48 hours before the billing date, and subscription orders that have already been processed and shipped (see “Subscriptions” below).
  • Purchases made through any website or marketplace other than gethaverly.com.
  • Gift cards, and items marked final sale or clearance.
  • Requests made outside the stated policy terms. No exceptions are made beyond the 90-Day Money-Back Guarantee.

To prevent abuse, we reserve the right to refuse a refund request from any customer who has exhibited a pattern of repetitive refunds — defined as requesting more than two refunds within a 12-month period, across any combination of orders — and to deny any claim we determine, in our sole discretion, to be fraudulent, inconsistent with our records, or an abuse of the guarantee.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged or defective product or an incorrect item, contact us at hello@gethaverly.com within 7 days of delivery with a description and photos of the issue for verification. We will arrange a replacement or a full refund, including shipping, at no additional cost to you. This is the only case in which we cover return shipping.

Refund Processing

Once we receive your return (or approve a claim that does not require one), we will notify you by email. Approved refunds are issued to the original payment method only. Refunds are processed within approximately 10–15 business days after our verification of any returned product, but we do not guarantee that refunds will be processed within this time period. Once processed, it may take up to 10 additional business days for the refund to post to your account, depending on your financial institution. If you have not received an approved refund after that time, check with your bank or card issuer first, then contact us at hello@gethaverly.com.

Subscriptions

If your order includes a subscription, it is the customer’s responsibility to manage or cancel the subscription before renewal. Subscription renewals that have already been processed and shipped are not eligible for refund, and failure to cancel before a renewal does not constitute grounds for a refund. Cancelling future renewals is free: use your customer account or email hello@gethaverly.com at least 48 hours before your next billing date. If you cancel after receiving only the first discounted subscription order, we reserve the right to adjust that order to standard one-time pricing and charge the difference, as set out in our Subscription & Cancellation Policy.

Chargebacks and Payment Disputes

Before filing a chargeback or payment dispute, you agree to contact our support team at hello@gethaverly.com and give us at least 10 business days to resolve the issue directly — our refund and guarantee processes exist for exactly this purpose, and nearly every issue is resolved faster through them than through your bank. You agree that carrier delivery confirmation is sufficient proof of delivery, even without a signature. We respond to every payment dispute with complete transaction records, including order and device data, verification results, delivery confirmation, our correspondence with you, and your refund history, and we contest disputes we determine to be improper. While a dispute is open, refund requests and guarantee claims for the disputed transaction are suspended. If a charge is reversed that is properly owed, we may bill you directly, refer the balance to a collections service, and refuse future orders. Full terms are in Section 10 of our Terms of Service.

Agreement to Policy

By completing a purchase on our website, you acknowledge and agree to this Refund Policy in full, including all eligibility requirements and limitations. We reserve the right to update this Refund Policy at any time; changes will be posted on this page.

Contact

Questions about refund eligibility? Contact us within the applicable window at hello@gethaverly.com and we’ll be happy to help.