Returns & Exchanges Policy

Policy Overview

At Haven Playgrounds, we want you to feel completely confident in your purchase. We know that investing in a premium playground is a significant decision, and our goal is to make every part of the experience straightforward, transparent, and stress-free. If your order isn’t the right fit or something doesn’t arrive as expected, our team is here to help you find the best solution.

Return & Exchange Eligibility

We accept returns on eligible products within our return window, provided the item is in new, unused condition, includes all original components and accessories, and is returned in its original packaging.

Products that have been assembled, installed, modified, or show signs of use cannot be returned unless they are defective, damaged in transit, or shipped incorrectly. Returned items are inspected upon arrival to verify they meet our return requirements before a refund or exchange is processed.

Return Window

Return requests must be submitted within 30 days of the delivery date.

To ensure your return is handled promptly, please contact our customer support team before sending any item back. Returns sent without prior authorization may experience delays in processing.

Return Shipping Responsibility

If you are returning an item because you no longer want it or ordered the wrong product, you are responsible for the cost of return shipping. We can provide a prepaid return shipping label when available, and the cost of that label will be deducted from your refund.

If the return is the result of our error, such as receiving the wrong item, or if the product arrives defective or damaged, Haven Playgrounds will cover all return shipping costs. In these situations, your original shipping charges will also be fully refunded.

There are no restocking fees on eligible returns.

How to Start a Return or Exchange

To begin a return or exchange, please email support@havenplaygrounds.com with your order number, the product you wish to return or exchange, and a brief explanation of the reason for your request.

Our team will review your request and provide return authorization along with detailed shipping instructions. Once your item is received and inspected, we’ll move forward with your refund or exchange as quickly as possible.

Damaged or Defective Items

Please inspect your order as soon as it arrives.

For freight (LTL) deliveries, any damage should be reported within 48 hours of delivery. For small parcel shipments delivered by carriers such as UPS or FedEx, damage or defects should be reported within 15 days of delivery.

If your product arrives damaged, defective, or incomplete, contact us right away with your order number and clear photographs of the issue. We’ll work quickly to resolve the problem by arranging replacement parts, an exchange, or another appropriate solution at no additional cost to you.

Cancellations

Orders canceled before they have shipped are eligible for a full refund.

If an order has already entered the shipping process or has been shipped, it can no longer be canceled and will instead be handled under this Returns & Exchanges Policy.

Refund Processing Time

Once your returned item has been received and successfully inspected, refunds are typically processed within 7 business days. Approved refunds are issued to the original payment method, and original shipping charges will be refunded when applicable.

Please note that your financial institution may require additional time to post the refund to your account.

Our Error vs. Customer-Initiated Returns

If Haven Playgrounds made an error with your order or your item arrived damaged or defective, we’ll take care of the return shipping costs and work to resolve the issue as quickly as possible.

If you’re returning a product for personal preference or because it no longer meets your needs, you’re responsible for return shipping costs, provided the item qualifies for return under this policy.

Exchanges

If you’d like to exchange an eligible product, contact our customer support team to discuss available options. Once the original item has been returned and inspected, we’ll process the exchange.

For customer-requested exchanges, the customer is responsible for both the return shipping cost and the shipping cost for the replacement item. If an exchange is required due to our error or a defective product, Haven Playgrounds will cover all applicable shipping costs.

Our Commitment to You

Our goal is to make every purchase with Haven Playgrounds one you can feel good about. We believe clear communication, fair policies, and responsive support are just as important as the products we offer. If you ever have questions before or after your purchase, we’re here to help and will do everything we can to ensure you have a positive experience.