Refund policy
Last updated: November 2025
At Fernance Haven, we want you to love your purchase. This policy is aligned with Australian Consumer Law (ACL).
Change of Mind Returns
Most items are non-returnable for change of mind due to being made to order or shipped from multiple warehouses.
If eligible, items must be:
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Returned within 14 days
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Unused, unopened, and in original packaging
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In resalable condition
Return shipping costs are the customer’s responsibility.
Damaged, Faulty, or Incorrect Items
Contact us within 7 days of receipt at info@fernancehaven.com.au. Include:
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Order number
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Description of the issue
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Photos of the item and packaging
We may offer:
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Replacement
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Refund
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Store credit
Return shipping costs for faulty/incorrect items will be covered by us.
Australian Consumer Law
You are entitled to remedies under ACL for major failures or goods not of acceptable quality.
Cancellations & Order Changes
Contact us as soon as possible. Once processing or dispatch begins, cancellations or changes may not be possible.
Pre-Orders & Made-to-Order Items
Cannot be cancelled or refunded once production/shipping begins, except for faulty or misdescribed items.
Refund Processing
Refunds are issued to the original payment method within 5–10 business days, depending on your bank or payment provider.