Stuff happens. We've got you covered.
From our 60-day return policy to our Haven Lifetime Care Warranty, we stand behind our gear so you can get outside with confidence.
Return Policy
60-Day Returns
If you're not completely satisfied, return within 60 days of receipt for a refund.
Easy Exchanges
Want to swap for a different size or model? Our return portal makes exchanges easy, fast, and free.*
Backyard Demo
Try your Haven Tent in the backyard. If you don't like it, send it back for a full refund.
How to Start a Return or Exchange
Have your Order # and delivery zip code ready. Then follow these steps:
- Go to our return portal
- Insert your order number (found on your order confirmation email)
- Insert the zip code your order was delivered to
- Choose the items you want to return or exchange and follow the directions
Once approved, we'll send you a return shipping label to print and attach to your package.
How Exchanges Work
If you want to swap your Haven Tent for a different size or model, start a return within 60 days of receipt. Our return portal offers two exchange options:
- Standard Exchange: After your return is dropped off and scanned, a new order will automatically be placed and shipped within 1 business day.
- Instant Exchange (most popular): We place a temporary hold on your card and ship your new items immediately. Return your original items within 28 days to avoid being charged.
Return Requirements
Your item must be in returnable condition:
We cannot accept returns with:
- Obvious dirt, grass, or sun stains
- Damage such as torn bug nets or other material
- Campfire smoke smell
- Residue from duct-tape or other adhesives
- Any modifications from original condition
- Items marked as "Final Sale" (such as Haven Seconds)
Backyard Demo Details
We're so confident in our design that we offer a "backyard demo". Try your Haven Tent in the backyard. If you don't like the lay, send it back for a full refund. Make sure to include "Try Risk Free - Free Returns and Shipping Protection" when you purchase so you aren't charged to send it back.
To qualify for the Backyard Demo full refund, make sure there is no:
- Obvious wear
- Exposure to campfire smoke
- Pet hair in the hammock
Missing Components & Deductions
Missing components will incur a $2.00 deduction per item:
- Spreader Bars (x2)
- Carabiners (x2)
- Tree straps (x2)
- Guylines (x4)
- Stakes (x4)
If your gear smells of campfire smoke, deductions apply: $30 for tents, $20 for pads.
If you forgot to include items, you can either accept the deduction or ship the remaining items at your own expense to: Haven Tents (Returns), 9457 S 670 W, Sandy, UT 84070
Other Brands & Products
Items shipped from other brands are subject to that vendor's return policy. These include:
- Zenbivy Bed, Compression caps, Dry Sack, and SoftTop Pillow
- Reyr Gear Fly Rods
- Bare Bones XL Hammock Hitch Mount
To view the specific return policy, visit the product page on our website under the "Returns and Warranty" tab.
Refund Timeline
We aim to process all returns within 15 days of receipt at our warehouse. If 15 days pass from when we receive your return (as defined by your tracking number), you will be automatically refunded the full amount (less any applicable return shipping fees) and your return will be closed.
Haven Lifetime Care Warranty
We build gear to be used, not babied. If your Haven gear lets you down because of a defect, we want to make it right in a way that is simple and fair.
Who and What is Covered
- Original owner only: Our warranty applies to the original retail purchaser and is not transferable. Proof of purchase is required.
- Lifetime of the product: "Lifetime" means the usable life of the product under normal, intended use. We evaluate the actual condition of the gear at the time of the claim.
- All Haven branded products: Tents, hammocks, rainflies, bug nets, straps, spreader bars, hardware, stands, sleeping pads, pumps, and accessories.
Coverage by Product Type
Tents, Rainflies, Netting & Straps
Coverage: Lifetime warranty against defects in materials and workmanship.
Examples of what's covered:
- Seams that fail prematurely
- Zippers that break under normal use
- Webbing or attachment points that tear under normal load
- Stitching that comes apart in normal use
Metal Stands, Mounts & Spreader Bars
Coverage: Lifetime warranty against structural failure due to defects.
Examples of what's covered:
- Welds or joints that fail under normal use
- Tubes or bars that bend or break under rated load when used as directed
Sleeping Pads & Inflatables
Defect Coverage: 2-year limited warranty against defects in materials and workmanship.
Examples of defects (within 2 years):
- Leaks at seams or valves (not from punctures)
- Valves that fail or won't seal under normal use
- Construction issues preventing inflation
At any age: Eligible for paid Pad Repair Program or a Gear Revival Credit.
Pumps & Electronics
Defect Coverage: 2-year limited warranty for the original owner.
Examples of defects (within 2 years):
- Pump won't turn on out of the box
- Electrical switches or controls that fail prematurely
Not covered: Damage from water immersion, impact, or misuse.
At any age: Eligible for a Gear Revival Credit.
Accessories & Soft Goods
Coverage: Lifetime warranty against defects in materials and workmanship.
Includes: Insulated Pad Covers, Camp Pillow, Whoopie Slings, stuff sacks, and other small accessories.
Examples of what's covered:
- Stitching that fails prematurely
- Attachment points that pull out under normal use
Retail, Marketplace & Secondhand Purchases
All Haven warranty claims, regardless of where the product was purchased, should be submitted directly through Haven. You may first need to register your product at link.haventents.com/register.
Authorized Retailers
Products purchased from authorized Haven retailers are covered as long as you can provide proof of purchase.
Marketplaces (Amazon, etc.)
Products purchased from our official storefronts on marketplaces are covered by the same warranty.
Secondhand Purchases
Our warranty applies to the original purchaser only. Secondhand buyers are not covered by warranty but may still be eligible for a Gear Revival Credit and the Pad Repair Program.
Haven Pad Repair Program
We built the Haven Pad Dunk Tank specifically to help locate leaks and repair pads whenever possible. Pad repair is available for any Haven pad, at any age.
How It Works
- Submit a warranty claim describing the issue and request pad repair
- Our team reviews your description and photos to determine if the pad looks repairable
- If repairable, we provide instructions and a prepaid shipping label
- We use our Pad Dunk Tank to locate leaks, perform repairs, and pressure test
- We return your repaired pad with return shipping included in the repair fee
Repair Fees
Pads sent in for repair are subject to a one-time repair fee that covers:
- Inspection and leak detection using our Pad Dunk Tank
- Repair labor and materials
- Pressure testing to ensure the repair is successful
- Return shipping back to you
We will clearly communicate any estimated fees and get your approval before proceeding with a paid repair.
What Can Be Repaired
Our Pad Repair Program can address:
- Small punctures and holes
- Slow leaks that can be located
- Minor valve issues
- Seam repairs in some cases
What Cannot Be Repaired
Some damage is beyond repair, including:
- Widespread delamination
- Multiple large tears or punctures
- Severe fabric degradation from age or UV damage
- Damage from chemical exposure or extreme heat
In these cases, we'll recommend Gear Revival Program options.
Gear Revival Program
Accidents happen. Gear wears out.
Even when something is not a warranty defect, we want you back outside.
If your gear is damaged from use, mishaps, or simple old age, and is no longer functioning as intended, you may qualify for a Gear Revival Credit—a significant discount on a replacement item or key component.
What is the Gear Revival Program?
The Gear Revival Program offers:
- Significant discounts on replacement gear through Gear Revival Credits
- Option to replace just the failed component instead of the entire kit
- Available for the lifetime of the product, even after standard defect windows
- Support for legitimate damage or wear situations
Examples of Gear Revival Credit Situations
- Dog chewed your strap
- You tore the rainfly on a sharp branch
- Your tent fabric or pad finally gives out after many seasons of heavy use
- Gear damaged from campfire embers or accidents
- Gear damaged from misuse or exceeding weight limits
- Fabric worn thin from years of UV exposure
When Can I Get a Gear Revival Credit?
A Gear Revival Credit is available when:
- Your gear has legitimate damage or wear
- The gear is no longer functioning as intended
- The issue is not covered by warranty (e.g., not a defect)
- You want to get back outside without buying at full retail price
How to Request a Gear Revival Credit
- Submit a warranty claim at our return portal
- Describe what happened and include clear photos of the damage or wear
- Our team will review and determine eligibility
- If approved, we'll provide Gear Revival Credit options
- Choose your replacement item and complete your order
What's Not Covered
The Haven Lifetime Care Warranty does not cover:
Normal Wear and Tear
- Cosmetic issues that don't affect performance
- Minor color variations, small marks, or fading
- Gear that has reached the end of its usable life through heavy use
Damage from Misuse
- Exceeding weight limits or overloading
- Pet damage, campfire embers, knife cuts
- Leaving gear set up for extended periods in harsh weather
Improper Storage
- Mold, mildew, or severe odors
- Damage from storing gear wet, dirty, or compressed for long periods
Other Exclusions
- Lost, stolen, or discarded items
- Non-Haven branded products (covered only by manufacturer's warranty)
But we still want to help!
Even when an issue is not a warranty defect, your gear may still be eligible for a Gear Revival Credit or, for pads, the Pad Repair Program.
How to File a Claim
To help us help you quickly, please:
- Go to our Warranty page and fill out the claim form
- Provide your name, email, and order number or proof of purchase
- Include product model and color
- Describe what happened in detail
- Add clear photos of the issue (and a short video if helpful)
Our team will review your claim and determine whether it is:
- A covered warranty defect (repair or replace at no charge)
- Eligible for paid Pad Repair
- Eligible for a Gear Revival Credit
- Outside our warranty and support programs
What We May Do to Resolve a Claim
When a claim is approved, we will choose the most reasonable solution:
- Repair the product if practical
- Replace the affected component (for example, a spreader bar, strap, rainfly, or pad)
- Replace the entire product with the same or comparable model if repair or component replacement is not practical
Shipping Information
In some cases, you may be responsible for shipping the product to us. We will cover the cost of sending repaired or replacement items back to you within the United States for approved warranty defects.
International customers may be asked to contribute to shipping costs. For paid repairs and Gear Revival Program orders, shipping terms will be clearly communicated in advance.
Processing Timeline
We aim to review all warranty claims promptly. Once you submit your claim with photos and description, our team will typically respond within 1-3 business days.
Resolution time depends on the specific situation, but we're committed to getting you back outside as quickly as possible.
Frequently Asked Questions
If you want to swap your Haven Tent for a different size or model, start a return within 60 days of receipt. Our return portal offers two exchange options:
- Standard Exchange: After your return is dropped off and scanned, a new order will automatically be placed and shipped within 1 business day.
- Instant Exchange (most popular): We place a temporary hold on your card and ship your new items immediately. Return your original items within 28 days to avoid being charged.
We're so confident in our design that we offer a "backyard demo". Try your Haven Tent in the backyard. If you don't like the lay, send it back for a full refund. Make sure to include "Try Risk Free - Free Returns and Shipping Protection" when you purchase so you aren't charged to send it back.
To qualify for the Backyard Demo full refund, make sure there is no obvious wear, exposure to campfire smoke, or pet hair in the hammock.
Yes. Items shipped from other brands are subject to that vendor's return policy. These include:
- Zenbivy Bed, Compression caps, Dry Sack, and SoftTop Pillow
- Reyr Gear Fly Rods
- Bare Bones XL Hammock Hitch Mount
To view the specific return policy, visit the product page on our website under the "Returns and Warranty" tab.
Missing components will incur a $2.00 deduction per item:
- Spreader Bars (x2)
- Carabiners (x2)
- Tree straps (x2)
- Guylines (x4)
- Stakes (x4)
If your gear smells of campfire smoke, deductions apply: $30 for tents, $20 for pads.
If you forgot to include items, you can either accept the deduction or ship the remaining items at your own expense to: Haven Tents (Returns), 9457 S 670 W, Sandy, UT 84070
We aim to process all returns within 15 days of receipt at our warehouse. If 15 days pass from when we receive your return (as defined by your tracking number), you will be automatically refunded the full amount (less any applicable return shipping fees) and your return will be closed.
Go to our warranty claim portal at account.haventents.com and fill out the claim form. You'll need:
- Your name and email
- Order number or proof of purchase
- Product model and color
- Description of what happened
- Clear photos of the issue (and a short video if helpful)
Our team will review your claim and let you know if it's covered as a defect, eligible for pad repair, or qualifies for Gear Revival Program pricing.
All Haven products come with Lifetime Care, which means we support you throughout the life of your gear. Here's how it breaks down:
- Tents, straps, and most soft goods: Lifetime warranty against defects in materials and workmanship
- Sleeping pads and electronics: 2-year warranty against defects, plus lifetime access to paid repair options and the Gear Revival Program
Even when something isn't a warranty defect, Lifetime Care means we'll help you get back outside with repair options or Gear Revival Program pricing.
The Gear Revival Program offers significant discounts on replacement gear through Gear Revival Credits when your Haven product is damaged from accidents, misuse, or has simply reached the end of its life. This is available even when the issue isn't covered by warranty.
Examples: Dog chewed your strap, tore the rainfly on a branch, pad punctured by sharp object, or tent fabric worn out after years of heavy use.
Gear Revival Credits are reserved for legitimate damage or wear—they're not available to simply upgrade or replace fully functional gear.
Pad repair is available for any Haven pad, at any age. Here's the process:
- Submit a warranty claim and request pad repair
- We'll review photos and let you know if it appears repairable
- If approved, we'll send a prepaid shipping label
- We use our Haven Pad Dunk Tank to locate leaks and perform repairs
- We pressure test and return your pad with return shipping included in the one-time repair fee
If a pad can't be repaired safely, we may offer a Gear Revival Credit toward a new pad.
The Haven Lifetime Care Warranty applies only to the original purchaser and is not transferable. However, secondhand buyers are still eligible for:
- Gear Revival Credits on damaged or worn gear
- The Pad Repair Program for sleeping pads
These support options help ensure your gear keeps you outside, even if you're not the original owner.
We aim to review all warranty claims promptly. Once you submit your claim with photos and description, our team will typically respond within 1-3 business days to let you know if it's:
- A covered warranty defect (repair or replace at no charge)
- Eligible for paid Pad Repair Program
- Eligible for a Gear Revival Credit
Resolution time depends on the specific situation, but we're committed to getting you back outside as quickly as possible.
All Haven warranty claims should be submitted directly through Haven at account.haventents.com, regardless of where you purchased your gear.
Products purchased from:
- Authorized retailers: Covered with proof of purchase
- Our official Amazon storefront: Covered by the same warranty
You may need to register your product first at link.haventents.com/register before submitting a claim.
Local Laws and Rights: This warranty gives you specific rights, which may vary by state, province, or country. Where local law offers additional protections, those rights will apply. We reserve the right to update or adjust this warranty policy over time. Any changes will not affect claims for products that were clearly defective under the policy in place at the time of purchase.
