Refund policy
Return & Refund Policy
At Havena, we want you to feel confident trying RelaxWave. That is why every order is covered by our 30-Day Money-Back Guarantee.
Please read this policy carefully before placing your order. By purchasing from Havena, you agree to the terms below.
30-Day Money-Back Guarantee
You may request a return for a refund within 30 days of the delivery date shown in your tracking information.
To qualify for our 30-Day Money-Back Guarantee:
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You must contact us within 30 days of delivery.
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The product must be returned to us.
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The return must include RelaxWave and all original physical components included with the order.
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The product must not be intentionally altered, disassembled, repaired, modified, or damaged through misuse.
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The product must not show damage caused by excessive force, improper use, corrosive chemicals, fire, excessive water exposure, or other use inconsistent with its intended purpose.
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The return must be shipped back within 14 days after we approve your return request.
Used RelaxWave products are eligible for return under our 30-Day Money-Back Guarantee as long as they have only been used for a reasonable trial period and are returned in reasonable condition.
Normal trial 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:
Please include:
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Your full name
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Your order number
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The email address used at checkout
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A short reason for the return
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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:
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Missing the RelaxWave device
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Missing a physical component originally included with the product
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Damaged through misuse
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Altered, repaired, disassembled, or modified
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Cracked, deformed, or otherwise damaged after delivery through improper use
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Damaged through chemicals, fire, excessive water exposure, or intentional misuse
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Used substantially beyond a reasonable trial period
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Outside the approved return period
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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.
Damaged, Defective, Incomplete, or Incorrect Orders
If your order arrives damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at:
Please include your order number and clear photos or video showing the issue.
Examples may include:
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RelaxWave arriving cracked, broken, or visibly damaged
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A manufacturing defect present on arrival
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Damage to the product housing
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Damage to the metallic treatment surface
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Damaged buttons or controls
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A damaged charging port
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A major physical component missing from the order
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Receiving the wrong product
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Receiving the wrong quantity
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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.
Damage caused after delivery through misuse, excessive force, modification, disassembly, chemicals, fire, excessive water exposure, 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:
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 30-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:
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Check with household members
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Check with neighbors
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Check mailrooms, reception desks, or building management
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Look around the delivery location
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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:
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:
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Gift cards
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Items clearly marked as final sale
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Returns requested more than 30 days after delivery
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Returns shipped after the approved return deadline
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Returns sent without prior approval
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Returns sent to an unauthorized address
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Products intentionally altered, repaired, disassembled, or modified
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Products damaged through misuse or excessive force
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Products damaged through chemicals, fire, excessive water exposure, or improper use
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Products showing substantial damage beyond reasonable trial use
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Orders missing major physical components
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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 RelaxWave order does not meet your needs, you may return it under our 30-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 30-Day Money-Back Guarantee is limited to one refunded order per customer, household, shipping address, or payment method.
This policy is intended to allow customers to evaluate RelaxWave 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:
We can assist with:
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Returns
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Refunds
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Damaged or defective products
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Missing or incorrect items
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Delivery concerns
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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:
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Order confirmation
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Checkout details
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Customer contact information
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Shipping address
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Tracking information
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Proof of shipment
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Proof of delivery
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Customer communication history
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Return and refund policy acceptance
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Return instructions provided
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Replacement requests
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Evidence of product delivery, replacement, return, use, or refund
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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:
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Fraudulent activity
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False claims of non-delivery
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Repeated guarantee abuse
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Intentional product damage
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Returning a different product
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Returning an incomplete order
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Manipulated photographs or documents
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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:
Please include your order number so our support team can assist you more quickly.