Refund policy

Haven Tents Returns, Refund, and Warranty Policy

At Haven Tents, we stand behind the quality of our products with our Haven Lifetime Care Warranty. If your product arrives damaged, defective, or you experience an issue during use, please contact us or start a return so we can assist you.

Warranty Policy: Haven Lifetime Care

Our warranty applies to the original retail purchaser with proof of purchase and is not transferable. "Lifetime" means the usable life of the product under normal, intended use.

  • Tents, rainflies, netting, straps, spreader bars, the Haven Stand, and accessories: lifetime warranty against defects in materials and workmanship.
  • Sleeping pads, inflatables, pumps, and electronics: 2-year limited warranty against defects in materials and workmanship.

Warranty exclusions include:

  • Normal wear and tear
  • Damage caused by misuse or exceeding weight limits
  • Cosmetic or non-functional issues
  • Modifications or unauthorized repairs

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. Full details are on our Warranty & Returns page.

Return Policy

We offer a 60-day return window for items you are not satisfied with.

Eligibility for returns:

  • Items must be in new or gently used condition.
  • Returns showing damage, heavy use, or any of the following will not be accepted:
    • Dirt, grass, or stains
    • Fabric smells (e.g., campfire smoke)
    • Pet hair or debris
    • Modified items

Items marked "Final Sale" are not eligible for returns or exchanges. If you are a consumer in the European Union, this exclusion applies only to our voluntary returns and exchanges and does not affect your statutory right of withdrawal (see Right of Withdrawal for EU Consumers below).

Exchanges

If you need a different size or model, you can request an exchange within 60 days of receipt using our Returns Portal. Once your original item is received and scanned, your replacement will ship within 1 business day.

Risk-Free Backyard Test

Try your Haven Tent in your backyard—if you don’t love it, return it for a refund.

The product must not show:

  • Significant wear or damage
  • Residue or campfire smoke odors
  • Pet hair

How to Start a Return

  1. Locate your Order Number and delivery zip code from your purchase email or packing slip.
  2. Visit our Returns Portal.
  3. Enter your order details and select items for return/exchange.
  4. Follow the on-screen instructions to print your return shipping label.

Refund Process

Once we receive and inspect your return, we will process your refund within 7-15 business days. Refunds will be issued to your original payment method.

Additional Notes

  • Return labels are not provided for items returned due to customer errors (e.g., accidental duplicate purchases).
  • Returns sent without prior authorization will not be accepted.

Right of Withdrawal for EU Consumers

If you are a consumer in the European Union, you have the statutory right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party other than the carrier named by you, take physical possession of the goods (for an order delivered in several parcels, the last parcel).

How to withdraw: tell us of your decision to withdraw by a clear statement before the period ends, by email to support@haventents.com. You can use the model withdrawal form below, but you do not have to. Our support team will then send you return instructions. It is enough to send your withdrawal before the 14 days are up.

Cancelling before shipment: the EU Order Withdrawal link in our footer is a separate order-cancellation tool that lets you cancel an order before it ships. To withdraw from an order you have already received, email our support team as described above.

Refund: if you withdraw, we refund all payments received from you, including the standard outbound delivery costs (but not extra costs if you chose a delivery method more expensive than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive your withdrawal. We use the same payment method you used for the purchase unless you expressly agree otherwise, and you will not be charged any fees for the refund. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier.

Returning the goods: send the goods back to us without undue delay and no later than 14 days after you told us you are withdrawing. The deadline is met if you send the goods before the 14 days are up. Our support team will send you return instructions, including the return address. You bear the direct cost of returning the goods. You are only liable for any loss in value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

The statutory right of withdrawal applies to all items, including items marked "Final Sale" such as Haven Seconds. Our 60-day return window, Risk-Free Backyard Test and exchanges are voluntary and offered in addition to it; their conditions and exclusions do not limit your statutory rights.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)

– To Haven Tents, 9457 South 670 West, Sandy UT 84070, United States, email: support@haventents.com:
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
– Ordered on (*)/received on (*)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if this form is notified on paper)
– Date
(*) Delete as appropriate.