Refund policy
Last updated: 22 June 2026
Welcome to the HavelaLights Return & Refund Policy. HavelaLights is operated by Witteveen E-commerce LLC, a company registered in the United States. We primarily serve customers in the United Kingdom and also ship to Germany, the Netherlands, other European countries, Australia, Canada, and selected international destinations where our products are available.
We want you to be satisfied with your purchase. Please read this policy carefully so you understand how returns, refunds, cancellations, exchanges, warranty claims, damaged items, missing items, and incorrect items are handled.
This policy applies to orders placed through https://havelalights.com. Nothing in this policy limits or excludes any mandatory consumer rights you may have under applicable consumer protection laws.
Summary
- You may request a return within 30 days of delivery.
- You can start a return through our Returns Page or by emailing us at support@havelalights.com.
- All approved returns must be sent to our Netherlands returns address unless we provide different written instructions.
- For change-of-mind returns, cancellation returns, voluntary returns, and exchange requests, the customer is responsible for return shipping costs.
- We do not provide prepaid or free return labels for change-of-mind returns, cancellation returns, voluntary returns, or exchange requests.
- If your item is faulty, damaged, incorrect, incomplete, or not as described, we will review the issue and provide an appropriate remedy in accordance with applicable consumer protection laws.
- Every HavelaLights light carries a 2-year warranty against manufacturing defects, LED failure, and remote malfunction under normal use.
- Approved refunds are issued to the original payment method after the returned item has been received and inspected.
- Customer service and order handling follow UK Time.
- Refunds are usually processed within 7 days after we receive and inspect the returned item.
1. Return Window
You may request to return an item within 30 days of delivery.
Return requests submitted after 30 days may not be accepted, unless you have additional rights under applicable consumer protection laws, such as where an item is faulty, damaged, incorrect, incomplete, or not as described.
2. Change-of-Mind Returns
If you change your mind, you may request a return within 30 days of delivery.
To be eligible for a change-of-mind return, the item must be returned in a condition suitable for resale. This means:
- The item must be unused and not installed.
- The item must be returned with all accessories, components, manuals, and parts included.
- The item should be returned in its original packaging where reasonably possible.
- The item must be securely packaged to prevent damage during return shipping.
For change-of-mind returns, the customer is responsible for arranging and paying for return shipping to our Netherlands returns address.
If an item has been handled beyond what is necessary to inspect its nature, characteristics, and function, we may make a reasonable deduction from the refund to reflect any reduction in value, where permitted by law.
3. Statutory Cancellation Rights
Our 30-day return window is offered in addition to any statutory cancellation rights you may have under applicable consumer protection laws.
For UK customers purchasing online, you may have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason. After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
Customers in other European countries may also have statutory cancellation rights under applicable consumer protection laws.
To exercise your cancellation right, please notify us clearly through our Returns Page or by emailing support@havelalights.com.
This does not reduce or replace our 30-day return window. If our 30-day return policy gives you more time or more favourable terms than the statutory minimum, the more favourable return window will apply.
For cancellation returns where the item is not faulty, damaged, incorrect, incomplete, or not as described, the customer is responsible for arranging and paying for return shipping to our Netherlands returns address, unless applicable law requires otherwise.
For customers in the European Union, statutory withdrawal rights may also apply. You can contact us at support@havelalights.com for help with your cancellation or withdrawal request.
4. How to Start a Return
- Visit our Returns Page or email us at support@havelalights.com.
- Enter your order details and select the item or items you wish to return.
- Select the reason for your return.
- For damaged, defective, incorrect, incomplete, or not-as-described items, provide a clear description of the issue and upload photos or videos where available.
- Submit the return request.
- Once your return is approved, we will send you the return instructions by email.
Important: Please do not send any items back before receiving approval and return instructions from us. Unauthorised returns may be delayed, refused, or returned to sender where permitted by law.
5. Return Address
Unless we provide different written instructions, approved returns must be sent to the following Netherlands returns address:
HavelaLights Returns
Rendementsweg 20 A
3641 SL Mijdrecht
Netherlands
This is our Netherlands returns facility for processing returned items. Please contact us before sending your return so we can approve the return and connect it to your order.
The customer is responsible for arranging and paying for return shipping to this address for change-of-mind returns, cancellation returns, voluntary returns, and exchange requests, unless applicable law requires otherwise.
Please do not send returns to our registered business address in the United States, as that is not our returns facility and returns sent there may not be processed.
6. Faulty, Damaged, Incorrect, Incomplete, or Not-as-Described Items
If your item arrives faulty, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible through our Returns Page or by emailing support@havelalights.com.
Please provide the following information:
- Your order number
- A clear description of the issue
- Photos or videos showing the issue, where available
- Photos of the packaging if the item appears to have been damaged during delivery
We understand that some issues, especially electrical or functional issues, may happen only once or may not be easy to record. If you are unable to provide a video, please describe what happened, when it happened, and whether the issue has happened more than once. We may request additional information if needed to review the issue fairly.
| Issue | Helpful Evidence |
|---|---|
| Visible damage, dents, scratches, or broken parts | Clear photos of the product and packaging |
| Electrical or functional issue | A clear description of the issue, plus photos or video if available |
| Intermittent or one-time issue | A description of what happened, when it happened, and whether it has happened again |
| Wrong item received | Photos of the item received and the shipping label |
| Missing parts or accessories | Photos of all items received and the packaging contents |
Once we review the issue, we will provide an appropriate solution. This may include a replacement part, replacement product, exchange, repair, refund, or another suitable remedy depending on the circumstances.
If the issue is confirmed to be our responsibility, we will provide the remedy required by applicable consumer protection laws. Where applicable law requires us to cover or reimburse reasonable standard return shipping costs for faulty, damaged, incorrect, incomplete, or not-as-described items, we will do so after the issue has been reviewed and confirmed.
7. Two-Year Warranty
Every HavelaLights light carries a 2-year warranty against manufacturing defects, LED failure, and remote malfunction under normal use.
If your light stops working under normal use within two years of delivery, we will send a free replacement with no shipping costs.
To make a warranty claim, email us at support@havelalights.com with your order number and a short description of the issue. We may request photos or videos, where available, to help review the claim.
We understand that some warranty issues may not be easy to record. If the issue happened once or cannot be recreated, please describe the issue clearly, including when it happened and whether it has occurred again.
This warranty applies only to manufacturing defects, LED failure, and remote malfunction that occur under normal use within two years of delivery.
This warranty does not cover:
- Damage caused by incorrect installation
- Misuse, neglect, or accidental damage
- Unauthorised modification or repair
- Improper maintenance or cleaning
- Normal wear and tear
- Damage caused by use outside the product instructions
- Damage caused by unsuitable electrical systems, power surges, or external conditions outside our control
This warranty is provided in addition to any statutory consumer rights you may have under applicable law. Nothing in this warranty limits or excludes your legal rights for faulty, damaged, incorrect, incomplete, or not-as-described goods.
8. Missing Items
If an item or component is missing from your order, please contact us through our Returns Page or by emailing support@havelalights.com.
Please include your order number and photos of the items and packaging received, where available. Once verified, we will arrange a suitable solution, such as sending the missing item, sending a replacement component, or providing another appropriate remedy.
9. Damaged Packaging
Outer packaging may occasionally be marked or damaged during transit. If only the outer packaging is damaged and the product itself is complete, undamaged, and fully functional, this does not normally qualify as a product defect.
If the product itself is damaged, defective, incomplete, or not working correctly, please contact us immediately through our Returns Page or by emailing support@havelalights.com with a clear description of the issue and photos or videos where available so we can help.
10. Return Conditions
For a return to be accepted, the following conditions must be met unless the item is faulty, damaged, incorrect, incomplete, or not as described:
- The item must be unused and not installed.
- The item must include all original accessories, components, manuals, and parts.
- The item should be returned in its original packaging where reasonably possible.
- The item must be securely packaged to prevent damage during return shipping.
- The return must be sent to the Netherlands returns address listed in this policy unless we provide different written instructions.
These conditions do not affect your statutory rights if an item is faulty, damaged, incorrect, incomplete, or not as described.
11. Return Shipping Costs
For change-of-mind returns, cancellation returns, voluntary returns, and exchange requests, the customer is responsible for arranging and paying for return shipping to our Netherlands returns address:
HavelaLights Returns
Rendementsweg 20 A
3641 SL Mijdrecht
Netherlands
We do not provide prepaid or free return labels for change-of-mind returns, cancellation returns, voluntary returns, or exchange requests.
When returning an item, we strongly recommend using a tracked shipping service. Please email your tracking number to support@havelalights.com once the return has been shipped.
Customers are responsible for ensuring that returned items are properly packaged. We are not responsible for returns that are lost or damaged because they were not packaged securely or were shipped without appropriate tracking.
If the item is confirmed to be faulty, damaged, incorrect, incomplete, or not as described, we will provide an appropriate remedy in accordance with applicable consumer protection laws. Where applicable law requires us to cover or reimburse reasonable standard return shipping costs, we will do so after review and confirmation of the issue.
12. Customs, Duties, and Return Import Charges
If your return is shipped from outside the Netherlands, customs documents may be required.
For change-of-mind returns, cancellation returns, voluntary returns, and exchange requests, any customs duties, import charges, clearance fees, taxes, or costs caused by incorrect return declarations are the customer's responsibility.
If the return is due to our error, or because the item is faulty, damaged, incorrect, incomplete, or not as described, we will handle the matter in accordance with applicable consumer protection laws.
If you are unsure how to declare your return shipment, please contact us before shipping the item back.
13. Refunds
Once your return has been received and inspected, we will notify you by email whether the refund has been approved.
If approved, your refund will be issued to the original payment method. Refunds are usually processed within 7 days after we receive and inspect the returned item.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account. Processing times vary by provider and are outside our control.
Where required by applicable consumer protection law, refunds will be processed within the legally required timeframe.
Original standard shipping costs, if any were paid, will be refunded where required by applicable law. Since HavelaLights offers free standard shipping on eligible orders, no standard outbound shipping fee is normally charged at checkout.
Any additional costs for express, premium, or upgraded delivery options may not be refundable unless required by law.
14. Exchanges
In some cases, we may offer an exchange instead of a refund, depending on the item, availability, and the reason for the return.
If your item is defective, damaged, incorrect, incomplete, or not as described, we will review the issue and provide an appropriate remedy. This may include a replacement part, replacement product, exchange, repair, refund, or another suitable solution depending on the circumstances.
For warranty claims approved under our 2-year warranty, we will send a free replacement with no shipping costs.
For change-of-mind returns, exchanges are not guaranteed and are subject to product availability. If an exchange is not available, you may return the eligible item according to this policy and place a new order.
For exchange requests that are not related to a faulty, damaged, incorrect, incomplete, not-as-described item, or approved warranty claim, the customer is responsible for arranging and paying for return shipping to our Netherlands returns address.
To request an exchange, please contact us through our Returns Page or email support@havelalights.com.
15. Non-Returnable Items
The following items cannot normally be returned for change-of-mind reasons:
- Items that have been installed, used, altered, or damaged after delivery
- Items missing essential parts, accessories, or components
- Items not returned in a condition suitable for resale
- Custom-made or personalised items, unless defective, damaged, incorrect, incomplete, or not as described
- Items where only the outer packaging is damaged and the product itself is complete, undamaged, and fully functional
These exclusions do not affect your statutory rights if an item is faulty, damaged, incorrect, incomplete, not as described, or covered by an approved warranty claim.
16. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible by emailing support@havelalights.com.
If the order has not yet been processed or dispatched, we will cancel it and issue a refund to the original payment method.
If the order has already been dispatched, you may need to follow the return process after delivery. For cancellation returns where the item is not faulty, damaged, incorrect, incomplete, or not as described, the customer is responsible for arranging and paying for return shipping to our Netherlands returns address, unless applicable law requires otherwise.
17. Undeliverable Packages, Refused Delivery, and Incorrect Addresses
Please ensure that your shipping address is complete and accurate when placing your order.
If a package cannot be delivered because the address provided was incorrect, incomplete, refused, or the parcel was not collected, we may deduct reasonable return shipping, handling, or re-shipping costs from any applicable refund, unless prohibited by law.
If you need to change your delivery address, please contact us immediately at support@havelalights.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed or shipped.
18. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws.
If an item is faulty, damaged, incorrect, incomplete, or not as described, you may be entitled to a repair, replacement, refund, price reduction, or another remedy depending on the circumstances and applicable law.
If you believe your item has an issue covered by your statutory rights, please contact us through our Returns Page or email support@havelalights.com with your order number and a clear description of the issue. Photos or videos can be helpful where available, but we understand that not every issue can be recorded.
19. Customer Service
Email: support@havelalights.com
Phone: +1 470-978-3201
Customer service hours: Mon–Fri 8am–7pm · Sat–Sun 10am–2pm UK Time
Response time: We aim to respond within 48 hours.
20. Company Information
Store name: HavelaLights
Legal business operator: Witteveen E-commerce LLC
EIN: 30-1430114
Registered business address: 1209 Mountain Road Place Northeast, Albuquerque NM 87110, United States
Netherlands returns address: Rendementsweg 20 A, 3641 SL Mijdrecht, Netherlands
Email: support@havelalights.com
Phone: +1 470-978-3201
21. Related Policies
Shipping Policy | Privacy Policy | Terms of Service | Payment Policy | Warranty Policy | Contact Page | Returns Page | Order Tracking