Refund policy
TrueHaven — Return & Refund Policy
Last updated: September 7th 2026
Our 60-Day Guarantee
We want you to feel completely confident shopping with Truehaven. That's why every product comes with a 60-day money-back guarantee, starting from the date your order is delivered. If you're not satisfied for any reason, you have 60 days to request a return or refund.
Eligibility for Returns
To be eligible for a return, your item generally must be:
- Requested within 60 days of the delivery date
- In its original condition, unused and unwashed, with all original packaging, accessories, and tags included where applicable
- Accompanied by proof of purchase (order number or receipt)
For hygiene and safety reasons, certain items may only be eligible for return if unopened and unused in their original sealed packaging. This applies specifically to items that come into direct contact with your baby's skin or body (e.g., the nail buffer and nasal aspirator) — if a hygiene item arrives defective or not as described, it's still fully covered under this guarantee; we simply can't accept it back for resale once the seal is broken for reasons other than a defect.
How to Start a Return
- Email us at info@truehaven.com with your order number and the reason for your return.
- Our team will confirm your eligibility and send you return instructions (and a prepaid label, if applicable).
- Pack the item securely and send it to the address provided.
- Once we receive and inspect the item, we'll notify you of your refund approval status.
Refunds
Once your return is received and inspected, we'll notify you by email. If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.
Exchanges
If you'd prefer an exchange instead of a refund (for example, a different color or size), let us know when you request your return and we'll arrange it, subject to availability.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 60 days with a photo of the issue. We'll cover the cost of return shipping and send a replacement or full refund — no questions asked.
Return Shipping Costs
For returns due to a change of mind (not a defect or error on our part), the customer is responsible for return shipping costs unless otherwise stated. For defective, damaged, or incorrect items, we cover return shipping.
Late or Missing Refunds
If you haven't received your refund within the expected timeframe, first check with your bank or credit card company, as processing times vary. If you've done this and still haven't received your refund, contact us at info@truehaven.com and we'll look into it.
Non-Returnable Situations
We're unable to accept returns on:
- Items returned after the 60-day window
- Items showing signs of use, damage, or missing components not caused by us
- Opened hygiene items unless defective
Contact Us
Questions about your return or this policy? Reach us at info@truehaven.com