Return and Refund Policy

At Haven Wallpapers & Interiors, we want our customers to be satisfied with their purchases. We supply interior décor products such as wallpapers, wall murals, contact papers, marble sheets, foldable marble sheets, fluted wall panels, window films, tints, and flooring products. Because many of these items are design-based, measured, cut, or selected according to customer preference, our return and refund policy is guided by product condition, order accuracy, and timing.

Product Confirmation Before Purchase

Customers are encouraged to confirm the design, colour, size, quantity, and product category before completing the purchase. Product colours may appear slightly different on phones, computers, or printed catalogues because of lighting, screen settings, and photo quality.

For best results, customers should ask questions before ordering. If possible, customers may visit our shop to view available designs physically before purchase.

Returns

A return may be considered only if:

– The wrong product was supplied
– The product is damaged before use
– The product has a confirmed defect before installation
– The issue is reported within a reasonable time after receiving the order
– The product has not been used, installed, cut, folded, damaged, stained, or altered

Returned products must be in their original condition and packaging where applicable. Products that have been installed, cut, used, damaged by the customer, or affected by poor handling may not qualify for return.

Non-Returnable Items

The following items may not qualify for return:

– Products already installed or applied
– Products cut or altered for a customer
– Products damaged after delivery or collection
– Items ordered in the wrong quantity by the customer
– Products selected based on customer preference but later disliked
– Items affected by poor surface preparation or incorrect installation
– Clearance or special offer items where returns were not allowed

Refunds

Refunds may be considered where a return is approved and the product is received back in acceptable condition. If the issue is confirmed to be our error, we may offer a replacement, exchange, store credit, or refund depending on the situation.

Refund processing time may vary depending on payment method and review of the returned item.

Exchanges

Where possible, customers may request an exchange for another design or product. Exchanges depend on stock availability and product condition. If the replacement product has a different price, the customer may be required to pay the difference.

Installation Issues

Haven Wallpapers & Interiors is not responsible for damage caused by poor installation, wrong adhesive use, rough surfaces, wet walls, dusty surfaces, uneven walls, incorrect measurements, or misuse of the product.

Customers should ensure surfaces are clean, dry, smooth, and suitable before applying wallpapers, contact papers, murals, marble sheets, or other products.

How to Report an Issue

To report an issue, contact us as soon as possible through phone, WhatsApp, or email. Please provide your order details, product photos, and a clear explanation of the problem.

Phone: +254 702 415 515
Email: havendecore2@gmail.com

We will review the issue and advise on the next step.