If for any reason, a Havens product does not meet your expectations, we have a simple return & exchange policy for your order.
Return & Exchange Policy
A purchase with Havens Luxury Metals is backed by our promise to deliver you a high-quality American made product in brand new condition.
Requirements for returning a Havens product:
- Product returns must be initiated within 30 days of delivery.
- Return must be approved by Havens Luxury Metals prior to return shipping.
- Returned item(s) must be free from damage and returned in the same condition received.
- The product(s) must be returned in original packaging, following any instructions provided.
If you would like to return your order, please contact The Havens Team as soon as possible so we can assist in a timely resolution.
Please Note: Returns on all custom items are only permitted under certain circumstances. If you have approved specifications prior to fabrication, your return request will be reviewed and either approved or denied. If you requst to return a custom item and it is approved, we reserve the right to charge a restocking fee including costs of material, labor, and shipping. Returns for custom items are approved or denied based on the circumstances and reason for return. If you would like to return a custom item, it is imperative that you send our team detailed photos and information. Returns on custom items are limited due to the fact that a custom item cannot be resold or repurposed. Returns on custom size items are scrap metal.
Exchanges with Havens Luxury Metals
Within 30 days of receiving your purchase, you have the option to exchange your product for item(s) of equal value. Exchanges on custom items are also on a case by case basis and will be subject to the analysis by our team. If an exchanged product is requested of greater or lesser value, additional payment of the difference or a partial refund will be initiated.
All returns and exchanges must be approved by Havens Luxury Metals before return shipping is initiated.
Please call or email Havens prior to any return/exchange to ensure proper steps are taken as to prevent any shipping damage.
Havens Luxury Metals
707 W Park Ave
Suite B
Edgewater, FL 32132
407-606-7439
Deviating from return policies can result in cancellation of a return request or possibly a restocking fee.
Havens is not responsible for any labor costs associated with installation of our products.
If you cannot follow our return policy, and treat our team with respect we cannot offer any assitance or customer service.
Important: As a 100% American Made business with a hardworking team of craftsmen that take pride in our work, we strive to deliver all of our clients the absolute highest level of quality that will exceed your expecataions. If for any reason we do not meet your expectations, we will do everything in our power to make it right and find a resolution that you are content with. That being said, we ask for professional respect in finding a mutual resolution in any difficult situation. We respect the needs and timelines of our clients and understand the high priority of quick resolutions when we are dealing with remodels, construction and project scope as a whole.
The nature of dealing with expensive, handcrafted items that are shipped far distances involves many factors that are out of our control, all of which we take full accountability for. For example, in the rare event that your item shows up with shipping damge, we will repair it and cover all costs involved, expediting it to and from the install location. We stand behind our products with a reputation of doing business the right way!
Order Cancellation Policy
If you have placed an order with Havens Luxury Metals and would like to cancel it, there are steps to do so. First, please contact Havens with your name and order number and reason for cancellation. The only two accepted method of contact are email (info@havensmetal.com) and phone (407-934-0765). Havens has a 5% order cancellation fee for any order that has been placed but not placed into our shop for fabrication. The 5% fee covers the credit card processing fee and 2 hours of engineering time, the average time spent on each new order we receive. If you have approved specifications for your project, the cancellation fee will be based on other factors. When a project is approved for fabrication, we incur material and labor costs, resulting in a higher cancellation cost.
The Havens Metal Team is proud to be 100% Made In The USA
Meet The Team using the link below to learn about our talented craftsmen
