Returns & Refunds
Returns and Refunds
We want you to love everything you order from Havornelix. If something is not quite right, don't worry. This page explains how returns, exchanges and refunds work.
Your 14 Day Right of Withdrawal
You can withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you, or someone you have named other than the carrier, receive the goods. If your order arrives in several parcels, the 14 days start when you receive the last one.
Our 15 Day Money Back Guarantee
In addition to your legal right of withdrawal, we offer a voluntary money back guarantee of 15 days from delivery. Items returned under the money back guarantee must be undamaged, clean, fit for resale and in their original packaging. The details are explained in our Terms and Conditions.
How to Start a Return
1. Send us an email at hey@havornelix.com within the return period. Please include your order number, the items you would like to return and, if you like, the reason for your return. If an item is damaged or faulty, please also attach a few photos.
2. We will reply with the return address and any further instructions. Please do not send anything back before contacting us, so your return can be matched to your order quickly.
3. Pack the items securely and send them to us within 14 days of telling us about your return. We recommend using a trackable shipping method and keeping your proof of postage until your refund has arrived.
You are also welcome to use the model withdrawal form in our Terms and Conditions, but it is not required. A simple email is enough.
Condition of Returned Items
To make returns easy for everyone, please send items back unworn, unwashed and with all tags and original packaging where possible. You are of course allowed to try items on, just as you would in a shop. If an item shows signs of wear or handling beyond what is needed to check it, for example if it has been worn outside, washed or had its tags removed, we may deduct an amount for the loss in value from your refund.
Return Shipping Costs
The costs of sending a return back to us are paid by you.
If you received an item that is damaged, faulty or not what you ordered, we will of course cover the return shipping costs. Please contact us first and we will arrange this with you.
Items That Cannot Be Returned
For hygiene reasons, sealed items that are not suitable for return cannot be returned once the hygiene seal has been removed after delivery. Items that have been made or personalised to your specifications cannot be returned either. This does not affect your rights if the item is faulty.
Exchanges
Would you like a different size or colour? We are happy to exchange items within the return period. Just let us know by email which item you would like instead. Exchanges are possible for items of the same price, as long as they are in stock. Return shipping costs for exchanges are paid by you, and we will send the new item to you free of charge with standard shipping.
If the item you would like costs a different amount, the easiest way is to return the original item for a refund and place a new order.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or is not what you ordered, please contact us at hey@havornelix.com as soon as possible with your order number and a few photos of the issue. Once we have checked the item, we will send you a replacement or give you a full refund, whichever you prefer. In this case, all shipping costs are covered by us.
All products are also covered by the statutory guarantee of two years from delivery. If a defect appears later, please get in touch with us and we will help you.
Your Refund
Once your withdrawal has been received, we will refund all payments received from you, including the original shipping costs, within 14 days. The refund is made using the same payment method you used for your order, unless we agree on something else with you. You will not be charged any fees for the refund.
Please note that if you chose Insured Express Shipping, the 4.95 EUR express fee is not refunded, as our standard shipping is free.
We may wait to issue your refund until we have received the returned items or until you have shown us proof that you have sent them, whichever happens first. Depending on your bank or payment provider, it may take a few extra business days for the money to appear in your account.
Questions
If you have any questions about returns or refunds, we are here to help.
Email: hey@havornelix.com
Phone: +4915511521547
SOXI UG (haftungsbeschränkt)
Spitzwegwinkel 7
94315 Straubing
Germany
Registered at the Amtsgericht Straubing, HRB 13871
Managing Director: Xueran Sun