Refund policy

Return and refund policy

At Havena, we want you to feel confident trying DryRise. That is why every order is covered by our 60-Day Money-Back Guarantee.

DryRise is a training program, and it takes time. Sixty days is long enough to run the full 14-night plan and the week-4 check from the Dry Nights Guide, and still send it back if it is not working for your child.

Please read this policy carefully before placing your order. By purchasing from Havena, you agree to the terms below.

60-Day Money-Back Guarantee

You may request a return for a refund within 60 days of the delivery date shown in your tracking information.

To qualify for our 60-Day Money-Back Guarantee:

You must contact us within 60 days of delivery.

The product must be returned to us.

The return must include the DryRise sensor, the alarm unit, the charging case, the USB-C cable, and all other original physical components included with the order. The Dry Nights Guide is a digital file and does not need to be returned (see The Dry Nights Guide below).

Please return the sensor clean and dry.

The product must not be intentionally altered, disassembled, repaired, modified, or damaged through misuse.

The product must not show damage caused by excessive force, improper use, corrosive chemicals, fire, being put through a washing machine or dryer, being fully submerged in water, or other use inconsistent with its intended purpose. Normal contact with moisture from nighttime accidents is the intended use of the sensor and is not damage.

The return must be shipped back within 14 days after we approve your return request.

You do not need to prove that the program did not work. A short reason helps us improve, but it is not a condition for the refund.

Used DryRise devices are eligible for return under our 60-Day Money-Back Guarantee. Using DryRise every night during the 60 days is exactly what the guarantee is for.

Normal use is permitted.

Excessive wear, intentional damage, modification, missing components, or use inconsistent with the product’s intended purpose may make the order ineligible for a full refund.

How to Start a Return

To start a return, contact us at:

havenastore.help@gmail.com

Please include:

Your full name

Your order number

The email address used at checkout

A short reason for the return

Photos or video if the product arrived damaged, defective, incomplete, or incorrect

Once your request has been reviewed, we will send you return instructions.

Please do not send your order back before receiving return approval from our support team.

Items returned without approval or sent to an address other than the approved return address may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the product arrived damaged, defective, incomplete, or incorrect.

We strongly recommend using a tracked shipping service when returning your order.

Havena is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

Original paid shipping fees, shipping protection, priority processing fees, and other non-product service fees are non-refundable unless required by law.

Refund Processing

Once your return has been received and inspected, we will notify you by email.

If your return is approved, the refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear on your bank or card statement after it has been processed. Processing times may vary depending on your bank or payment provider.

Refunds are issued only after the returned order has been received and inspected.

We reserve the right to refuse or reduce a refund if the order is returned:

Missing the DryRise sensor or the alarm unit

Missing a physical component originally included with the product

Damaged through misuse

Altered, repaired, disassembled, or modified

Cracked, deformed, or otherwise damaged after delivery through improper use

Damaged through chemicals, fire, a washing machine or dryer, full submersion, or intentional misuse

Outside the approved return period

Contrary to the return instructions provided

Any permitted refund reduction will be based on the condition of the returned order and the value of missing or damaged physical components.

The Dry Nights Guide

Every DryRise order includes the Dry Nights Guide, a digital PDF sent to the email address used at checkout right after your order is placed.

The guide is yours to keep, even if you return DryRise under our 60-Day Money-Back Guarantee.

You do not need to send anything back for it, and nothing is deducted from your refund because of it.

If you did not receive the guide, contact us at havenastore.help@gmail.com and we will resend it.

Damaged, Defective, Incomplete, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at:

havenastore.help@gmail.com

Please include your order number and clear photos or video showing the issue.

Examples may include:

A sensor, alarm unit, or charging case that arrives cracked, broken, or visibly damaged

A manufacturing defect present on arrival

A sensor clip that is broken or does not hold

A damaged screen, buttons, or controls on the alarm unit

A damaged charging port

A major physical component missing from the order

Receiving the wrong product

Receiving the wrong quantity

Visible damage caused during shipping

If the issue is confirmed, we may offer an appropriate replacement, store credit, or refund depending on the circumstances.

We may ask you to return the affected item before a replacement or refund is issued.

If your DryRise stops working properly later, during the 60-day guarantee period, and the cause is not misuse, contact us. We will send a replacement or refund your order.

Damage caused after delivery through misuse, excessive force, modification, disassembly, chemicals, fire, a washing machine or dryer, full submersion, or use inconsistent with the product’s intended purpose is not considered a manufacturing defect.

Order Cancellations

Orders may be cancelled only before they have been processed or shipped.

To request a cancellation, contact:

havenastore.help@gmail.com

We cannot guarantee that a cancellation request will be completed before the order enters processing.

If your order has already been processed, packed, shipped, or handed to the carrier, it cannot be cancelled.

You may still request a return after delivery under our 60-Day Money-Back Guarantee.

Order Changes

Requests to change a quantity, product selection, or shipping address must be submitted before the order has been processed or shipped.

Once an order enters processing, we may be unable to make changes.

Submitting a change request does not guarantee that the change can be completed before shipment.

Shipping, Delivery, and Lost Packages

Once your order has shipped, tracking information will be sent to the email address provided at checkout.

An order is considered delivered when carrier tracking shows that it was delivered to the shipping address provided at checkout.

Havena is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or misplaced after delivery.

If this happens, please:

Check with household members

Check with neighbors

Check mailrooms, reception desks, or building management

Look around the delivery location

Contact the local carrier or delivery office

We will provide available tracking information and reasonable assistance with investigating the delivery, but we cannot guarantee a replacement or refund for a package confirmed as delivered by the carrier.

If your package is delayed in transit, contact us and we will help you review the tracking status with the carrier.

If we cannot ship your order within the estimated or advertised shipping timeframe, we will notify you and provide the available options. These may include agreeing to a revised shipping date or cancelling the unshipped order for a refund.

Incorrect or Incomplete Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

Havena is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.

If you notice an address error, contact us immediately at:

havenastore.help@gmail.com

We will attempt to update the address, but changes cannot be guaranteed once the order has entered processing or shipment.

If a package is returned to us because of an incorrect or incomplete address, we may offer to reship the order. Additional shipping charges may apply.

If the package is delivered to the address entered at checkout or is not returned to us, we may be unable to issue a replacement or refund.

Refused or Unclaimed Packages

If a package is refused, rejected, or left unclaimed and is returned to us, we may issue a refund after the returned package has been received and inspected.

Original paid shipping costs and any return shipping charges imposed by the carrier may be deducted from the refund where permitted by law.

If a refused or unclaimed package is not returned to us, we cannot issue a refund.

Non-Returnable Items

The following items are not eligible for return or refund:

Gift cards

The Dry Nights Guide digital file (it is yours to keep)

Items clearly marked as final sale

Returns requested more than 60 days after delivery

Returns shipped after the approved return deadline

Returns sent without prior approval

Returns sent to an unauthorized address

Products intentionally altered, repaired, disassembled, or modified

Products damaged through misuse or excessive force

Products damaged through chemicals, fire, a washing machine or dryer, full submersion, or improper use

Orders missing major physical components

Replacement products provided outside the terms of this policy

This section does not affect valid rights available under applicable consumer protection law.

Product Exchanges

At this time, we do not offer general product exchanges.

If your eligible DryRise order does not meet your needs, you may return it under our 60-Day Money-Back Guarantee and place a new order separately.

Replacement products for confirmed damaged, defective, incomplete, or incorrect orders are handled separately under the applicable section of this policy.

One Guarantee Per Customer

Our 60-Day Money-Back Guarantee is limited to one refunded order per customer, household, shipping address, or payment method.

This policy is intended to allow families to evaluate DryRise fairly, not to permit repeated purchase, extended use, and return activity.

We reserve the right to reject return or replacement requests that show signs of fraud, repeated policy abuse, intentional damage, or misuse.

Chargebacks and Payment Disputes

If you experience an issue with your order, please contact us first at:

havenastore.help@gmail.com

We can assist with:

Returns

Refunds

Damaged or defective products

Missing or incorrect items

Delivery concerns

Product questions

If a chargeback or payment dispute is opened while we are already assisting you, we may be unable to issue a direct refund because the payment may be placed under review by the bank or payment provider.

In the event of a chargeback or payment dispute, we reserve the right to provide the payment provider with relevant order information, including:

Order confirmation

Checkout details

Customer contact information

Shipping address

Tracking information

Proof of shipment

Proof of delivery

Customer communication history

Return and refund policy acceptance

Return instructions provided

Replacement requests

Evidence of product delivery, replacement, return, use, or refund

Other records relevant to the dispute

Opening a chargeback does not automatically qualify an order for a refund outside the terms of this policy or any applicable consumer rights.

Policy Abuse and Fraud

Havena reserves the right to refuse a refund, replacement, or future order where there is reasonable evidence of:

Fraudulent activity

False claims of non-delivery

Repeated guarantee abuse

Intentional product damage

Returning a different product

Returning an incomplete order

Manipulated photographs or documents

Excessive returns connected to the same customer, household, address, or payment method

Nothing in this section limits rights that cannot legally be excluded.

Changes to This Policy

We may update this Return & Refund Policy from time to time.

The policy that applies to your order is the version published on our website at the time your order was placed, unless applicable law requires otherwise.

Contact Us

For any return, refund, replacement, delivery, or product issue, contact us at:

havenastore.help@gmail.com

Please include your order number so our support team can assist you more quickly.