Refund policy

Return and Refund Policy

Effective Date: January 1, 2026

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the My Outdoor Haven website located at myoutdoorhaven.com ("Website").

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: sales@myoutdoorhaven.com
  • Phone: (475) 445 - 2191
  • Hours: Monday–Friday, 10:00 AM - 4:00 PM EST

 

3. Return Eligibility

Customers in United States have the right to cancel their purchase and return the product within 7 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

 

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact Customer Service:

  • Email us at sales@myoutdoorhaven.com or call (475) 445 - 2191 within 7 days of receiving your order.
  • Provide your order number and a detailed reason for the return.

Return Authorization:

  • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

Package the Item Safely:

  • Securely pack the item in its original packaging.
  • Ensure all accessories, manuals, and free gifts are included.

Include Documentation:

  • Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:

  • Download and print the return shipping label provided in our email.

  • Affix the label to the outside of the package.

4.3 Shipping the Return

Shipping Method:

Use appropriate shipping carrier based on return label.

•       Ship the package within 7 days of receiving the return authorization.

•       Use a trackable shipping method to ensure your package arrives safely.

Return Window:

  • Ship the item within 14 days after receiving the return authorization.

 

 

5. Return Shipping Costs

Customer Responsibility:

  •     All return shipping costs are the responsibility of the customer

 

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

  • Items must be unused, undamaged, and in original packaging.
  • Return request must be made within 7 days of receipt.

Refund:

  • A refund will be issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

Notification:

  • Contact us within 72 hours of receiving the item.

Documentation:

  • Provide photos or videos of the defect or damage.

Resolution:

  • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

Notification:

  • Inform us immediately upon receipt.

Resolution:

  • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

Notification:

  • Contact us if your product does not arrive within the estimated delivery time.

Resolution:

  • We will initiate an investigation with the carrier.
  • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

Before Shipment:

  • You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:

  • If the order has already been shipped, please follow the return procedure after receiving the product.

 

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

Custom or Personalized Products:

  • Items made to your specifications or clearly personalized.

Perishable Goods:

  • Such as food, flowers, newspapers, or magazines.

Intimate or Sanitary Goods:

  • Including underwear, swimwear, and personal care items, unless unopened and unused.

Gift Cards and Downloadable Software Products.

8. Refunds

8.1 Refund Conditions

Approval:

  • Refunds are issued after we receive and inspect the returned item.

Notification:

  • We will notify you via email regarding the approval or rejection of your refund.

Condition:

  • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

Method:

  • Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:

  • It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

Condition Issues:

  • Items not in original condition, damaged, or missing parts for reasons not due to our error.

Late Returns:

  • Items returned more than 14 days after delivery.

 

9. Exchanges

Eligibility:

  • We replace items if they are defective, damaged, or incorrect.

Process:

  • To request an exchange, contact us at sales@myoutdoorhaven.com.

Shipping Costs:

  • For defective or incorrect items, we cover the shipping costs.
  • For exchanges due to change of mind, customers are responsible for shipping costs.

 

10. Timelines

Return Window:

  • Returns must be reported and shipped within 14 days of receiving the product.

Return Processing:

  • After receiving and inspecting the returned item, we will process the refund within 14 days.

Refund Period:

  • It may take up to 14 days for the refund to appear in your account after approval.

 

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Returns on Large Structures & Freight Items

Because greenhouses, garden rooms, gazebos, saunas, and pergolas are oversized, made-to-order, or custom-configured, the standard 30-day return terms in Section 10 do not apply to them. Instead:

  • Custom or made-to-order configurations are non-returnable once production has begun, as they are built to your specifications.
  • In-stock standard units may be returned within 30 days of delivery only if unassembled, unused, and in original undamaged packaging. Return freight is the customer's responsibility, and a restocking fee of 20% applies to cover return freight coordination and inspection.
  • Order cancellations before shipment can be made at no charge up until production or dispatch begins. Once an order has shipped or entered custom production, cancellation may be subject to freight and restocking costs.
  • Defective or damaged items are always covered — see Sections 8.2 and 5a for the freight-damage inspection process. Manufacturer warranty claims are handled per each manufacturer's terms.

In the event of any conflict between this section and Section 10, this section controls for large structures and freight items

13. Questions and Support

For more information, please:

Visit our FAQ page myoutdoorhaven.com/pages/faq

Contact our Customer Service team:

Email: sales@myoutdoorhaven.com

Phone: (475) 445 - 2191

 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

 

myoutdoorhaven.com
sales@myoutdoorhaven.com
(475) 445 - 2191