Refund policy
Refund & Return Policy
At HevenHoom, we value transparency and fairness. Please read this Refund & Return Policy carefully before placing an order.
Because our homes are large, made-to-order products, returns and cancellations may be subject to specific conditions. Nothing in this policy limits any consumer rights that cannot legally be excluded.
1. Order Cancellations
Once an order has been confirmed and production or procurement has started, cancellation may not be possible.
Because our homes may be made or prepared specifically for your order, cancellation requests may be subject to costs already incurred by HevenHoom.
If you need to cancel an order, please contact us as soon as possible.
2. Custom or Made-to-Order Homes
Many of our homes may be manufactured, customized, or prepared specifically for each customer.
For customized or made-to-order products, cancellation and return options may be limited once production has started.
Before placing an order, we strongly recommend reviewing the:
- Product specifications
- Dimensions
- Floor plan
- Features and included items
- Photos and product information
- Shipping and delivery information
- Site requirements
- Local building and zoning requirements
3. Wrong Product Received
If we send you a product that is different from the product you ordered, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- Clear photos of the product received
- Photos of the packaging and shipping labels, if available
- A description of the issue
After reviewing the information, we will determine the appropriate solution, which may include a replacement or refund where applicable.
4. Damaged Delivery
If your home or shipment appears damaged when it arrives, please document the condition immediately.
Take clear photos and videos of:
- The exterior packaging
- Any visible damage
- Shipping labels
- The affected part of the home
Please contact us as soon as possible after delivery.
Do not discard packaging or shipping materials until the issue has been reviewed.
5. Issues With the Product
If your home arrives with a material defect, is significantly different from the agreed product specifications, or has another issue caused by our error, please contact us.
We will review the issue and determine an appropriate solution, which may include repair, replacement, or refund where required or applicable.
6. Items and Situations Not Normally Eligible for Return
Returns or refunds may not be available for:
- Change of mind after production has started
- Incorrect model selected by the customer
- Incorrect dimensions or specifications selected by the customer
- Customer-requested customization
- Customer's failure to verify product information before ordering
- Local permit, zoning, or building approval issues
- Changes in local regulations after purchase
- Site conditions that prevent installation or delivery
- Customer's failure to prepare the property for delivery
- Delays caused by weather, ports, customs, transportation, or other circumstances outside our control
This section does not limit any rights that apply under applicable consumer protection laws.
7. Building Codes, Permits & Local Requirements
Customers are responsible for checking local requirements before purchasing a home, including applicable:
- Building codes
- Zoning requirements
- Permits
- Inspections
- Foundation requirements
- Utility requirements
- Property restrictions
HevenHoom does not guarantee that a particular home will be approved for use on a specific property.
Please confirm your local requirements with the appropriate authorities before placing your order.
8. Return Conditions
Because our homes are large and may be made or prepared specifically for each customer, returns are not handled in the same way as standard retail products.
If a return is approved, HevenHoom will provide instructions regarding the return process, transportation, and any applicable costs.
Customers should not arrange or ship a return without receiving written instructions from HevenHoom.
9. Refund Processing
If a refund is approved, the refund will generally be issued to the original payment method.
The timing of the refund may depend on your payment provider or financial institution.
Where applicable, refunds will be processed in accordance with applicable consumer protection laws.
10. Questions or Assistance
If you have questions about our Refund & Return Policy or believe there is an issue with your order, please contact us:
Call Us
+1 320-302-2401
Get in Touch
Address
HevenHoom
73 E 4th St, Apt 5C
New York, NY 10003, USA
Please include your order number and relevant photos or documentation so our team can review your request as quickly as possible.