Returns and refunds policy

01 Conditions for returns and exchanges

You have 60-day returns if the item is unopened and unused, counted from the day you received it. If you've opened or used the item, your 14-day right to cancel applies, counted from the same day. For your return to be approved:

• Email us first. We can't accept returns without prior approval. You'll get approval from our customer service team at support@medhavie.com.
• Uncollected parcels cost you nothing. If your parcel comes back to us because it wasn't collected, you'll get a full refund with no fee.
• The item must be undamaged and complete, with all accessories (remote control and charging cable), and in its original packaging.
• You'll need your order number or receipt as proof of purchase.
• You're responsible for return postage unless the item is faulty or we sent you the wrong product. Please use a tracked delivery service.
• If the item has been damaged through mishandling, or accessories are missing, we may refuse the return or offer only a partial refund.
• Contact us by email before the deadline: 60 days for an unopened and unused item, 14 days for a used one. Once you've told us, the item must be sent back within a reasonable time and in substantially unchanged condition.

02 What isn't refunded

• Damage or loss caused by the customer is not refunded. This includes water damage, for example, as the lamp isn't waterproof.
• Gift cards are non-refundable.

This doesn't affect your statutory rights if an item was already faulty when it was delivered.

03 How to make a return

1. Contact us. Email support@medhavie.com with your name, order number and the reason for your return.

2. Pack the item. Put the lamp in its original packaging together with the remote control and charging cable. Pack it well so it's protected in transit.

3. Send it back. Once we've approved your return, we'll email you the return address. Please send it with a tracked delivery service.

04 Refunds

We check your return within 3 to 5 working days of receiving it.

The refund goes back to the payment method you used for your purchase.

Depending on your bank, it can take up to 10 working days for the money to appear in your account.

05 Warranty and faulty goods

The Havie lamp comes with a 2-year warranty. If the lamp stops working as it should during the warranty period, get in touch and we'll put it right.

Alongside our warranty, you always keep your statutory rights for faulty goods and your 14-day right to cancel. Our own terms don't affect either of them.

What your statutory rights cover. Your statutory rights for faulty goods cover faults that were already there when the item was delivered. They don't cover faults caused by normal wear and tear, lack of care or misuse. If you notice a fault, let us know as soon as possible.

If the parcel is damaged on delivery, report it straight away to the carrier or collection point. If there's something wrong with the lamp or you've received the wrong item, contact us as soon as you can after receiving your order.

If we can't resolve things together, you can contact a consumer advice service. Please email us first at support@medhavie.com.

06 How to report a fault

1. Describe the fault. Describe the fault as clearly as you can and, ideally, attach photos or a short video. Always include your order number and name. Email support@medhavie.com.

2. We look into it. We usually get back to you within 24 hours with the next steps.

3. We put it right. If your claim is approved, you'll get a replacement or a refund. We'll cover the return postage.