Return & Refund Policy

Scope and Your Rights

This policy applies to purchases made directly from liqhaven. For a purchase from another seller, contact that seller under its terms; this does not affect any rights you may have against other responsible parties under applicable law.

The product description and any return offer presented when you placed your order form part of the information relevant to your purchase. A later policy update does not remove an existing commitment.

Nothing here excludes or shortens rights that cannot legally be restricted. Where mandatory consumer law gives you a different remedy or deadline, that law applies.

Product Descriptions and Mixed Assortments

For products identified as mixed assortments or liquidation inventory, contents and condition can vary as clearly disclosed before purchase. Such listings may include overstock, returns, open-box, incomplete, used, untested, or non-functional items where the listing expressly explains that condition.

We remain responsible for supplying what was described. General wording about variability does not override specific promises concerning the selected option, quantity, contents, testing, condition, or other characteristics.

A clearly labeled source-inventory image is not an exact packing list. This does not make every product image or advertisement merely illustrative, or remove responsibility for misleading descriptions. Resale profit is not guaranteed unless an express commitment was made.

Damaged, Faulty, Incorrect, or Missing Goods

Contact us if your order is damaged, faulty, incomplete, incorrect, not delivered, or does not match its description. Tell us what happened and what help you are requesting.

Please report a problem as soon as you notice it. We do not impose a universal seven-day cutoff on these reports. Your entitlement and any applicable time limit depend on the issue, the purchase, and applicable law.

A specifically disclosed defect or characteristic may affect whether the same issue is a product fault. It does not excuse a different undisclosed problem or exclude mandatory consumer guarantees.

Change-of-Mind Returns

Statutory cancellation or withdrawal rights are honored where they apply, including the online-purchase rights described in Section 14.

Outside those rights, liqhaven does not offer a general voluntary change-of-mind return period unless a return offer was expressly provided for your product or order. You may contact us to request a discretionary exception; it is not guaranteed.

If we agree to a voluntary exception, we will provide the return deadline, condition requirements, costs, and refund terms in writing before you decide whether to proceed. Those terms cannot override mandatory rights or an offer already made when you purchased.

How to Request Help

Email our support team at:

Helpful information includes:

• Your order number or another way for us to locate the purchase;
• The email address used at checkout;
• A brief description of the problem or return request;
• Relevant photos, tracking details, or other information, if available.

You can contact us without all of these details. We may need reasonable proof of purchase or further information to assess the request, but an unboxing video is not required to make a claim. Do not email full payment-card details or passwords.

For a follow-up, reply to the same email thread so the information stays together.

Inspection, Packaging, and Safe Handling

Inspect your order when reasonably possible. Keep affected items and useful packaging while the issue is being reviewed, where practical and safe.

Missing outer packaging, the absence of a delivery signature, or the lack of photographs does not automatically remove a right concerning faulty or misdescribed goods. Reasonable alternative evidence can be considered.

Do not continue using an item that appears unsafe. Tell us if safe storage, handling, or return shipping is a concern, particularly for damaged batteries, leaking products, or other potentially hazardous items. Do not send unsafe goods through an unsuitable shipping service.

Return Instructions and Address

Contact us for the correct return address and shipping instructions for your order. The sender address on the parcel may be a logistics facility and may not be the appropriate return destination.

Our support team will identify the destination, the items to return, and any label or collection arrangement. If a statutory deadline is running and instructions have not arrived, contact us promptly; a timely cancellation notice does not depend on our prior approval.

Please use suitable protective packaging and keep proof of dispatch. If an item was sent back without first contacting us, tell us where and how it was sent so we can investigate. We do not automatically forfeit a mandatory refund solely because a return-authorization number was missing.

Return Shipping and Other Costs

If the full order is refunded because of our error, the original delivery charge is also refunded. For other full or partial refunds, delivery charges are handled according to the applicable right or agreed return offer.

For an applicable UK or EU statutory withdrawal from the whole order, the standard outbound delivery charge is refundable; the extra cost of an expressly chosen premium service need not be refunded. We do not impose an administrative or restocking fee for exercising that right.

Any lawful deduction, such as a permitted reduction for handling beyond what was necessary to inspect an item, will be explained. We do not apply a blanket deduction for unspecified warehouse, processing, or carrier expenses.

Review and Resolution

Depending on the issue and applicable law, remedies can include repair, replacement, delivery of missing goods, a price reduction, or a refund. We honor any right the law gives you to choose a remedy.

Store credit, a discretionary partial refund, or a replacement is not imposed in place of a monetary refund you are legally entitled to receive. Alternative settlements require your agreement.

A reasonable inspection or return may be needed, but our review cannot be used to extend a legal deadline or make your remedy depend indefinitely on a supplier or carrier reimbursing us.

Refund Method and Timing

Refunds are issued to the original payment method unless another method is agreed with you and permitted by law. If the original method cannot receive the refund, contact us so we can arrange an appropriate alternative.

We issue refunds without undue delay once due and within any legally required period. Where inspection or return is lawfully required first, we explain that step rather than treating the request as indefinitely pending.

The legal timing rules for applicable UK and EU withdrawal refunds are described below. For other refunds, contact us if you need confirmation of the timing relevant to your case. A provider's posting delay does not remove our obligation to issue a refund when it is due.

Order Changes and Cancellations

Email us as soon as possible to request an address change or cancellation. Include your order number if available and explain the requested change.

Whether we can intercept or change a shipment depends on its status. Processing, allocation, or packing does not by itself remove a cancellation right provided by law. If a parcel has already shipped, we will explain any applicable withdrawal or return options.

Where an order is canceled before shipment and a refund is due, we refund the amounts due to the original payment method. We do not apply a universal 24-hour cutoff to statutory cancellation rights.

Unshipped, Delayed, or Undelivered Orders

If we cannot ship within the promised timeframe, we will provide the required delay notice and cancellation or consent options. If we cannot fulfill the order, or do not obtain consent to a delay where required, the unshipped order will be canceled and the applicable payment refunded.

If a shipped parcel is delayed or missing, contact us so we can investigate with the carrier. A label being created is not proof of carrier handoff. Investigation does not suspend a legal right to cancellation, replacement, or refund.

Where tracking says delivered but you did not receive the parcel, we review the delivery information and your report. You may check nearby safe places, household members, or reception, but contacting the carrier first is not a condition of receiving support. A delivered scan alone does not settle a non-receipt complaint.

Refused, Returned, or Undeliverable Parcels

Contact us promptly if delivery cannot be completed, the address is incorrect, or a parcel is returned. We will review the cause and explain any redelivery, cancellation, or refund options.

Refusing delivery is not always a clear cancellation notice, so also tell us what you want to do. Refusal or return to sender does not automatically forfeit your payment or mandatory rights.

If a delivery problem results from customer-provided address information or another customer-caused issue, any proposed redelivery or return charge must have a lawful basis and be explained. We do not charge you for our addressing error, and no deduction may override a mandatory right.

UK and EU Online-Purchase Withdrawal Rights

Where UK or EU distance-selling withdrawal rules apply, consumers generally have 14 calendar days from receipt to notify us that they wish to cancel, without giving a reason, followed by 14 days to send the goods back. Any longer period required by law applies.

Email a clear cancellation statement identifying your order to service@rtuenpalt.com. A particular form or prior approval is not required to give notice. We will provide the relevant return instructions.

For an applicable withdrawal, reimbursement is due without undue delay and within 14 days of being informed of the cancellation. Where the law permits, reimbursement can be withheld until we receive the goods or evidence they were sent back, whichever occurs first; this withholding does not apply where we have offered to collect them.

You may inspect goods as you would in a shop. A lawful deduction may apply for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics, and functioning. The outbound and return shipping rules are set out in Section 8.

Limited statutory exceptions can apply, such as certain personalized, perishable, or sealed hygiene goods that have been unsealed after delivery. A mixed assortment or sale price does not, by itself, create an exception. Faulty-goods rights remain separate from withdrawal rights.

Other Consumer Guarantees

Other mandatory protections may apply depending on your location and the transaction, including US state laws, Canadian provincial laws, and Australian consumer guarantees.

Where Australian Consumer Law applies, goods come with guarantees that cannot be excluded. For a major failure, you may choose a refund or replacement and may have rights to compensation for reasonably foreseeable loss. For a non-major failure, an appropriate remedy must be provided within a reasonable time, with further rights if that does not happen.

No store-defined inspection or reporting period replaces a longer statutory entitlement. Contact us about a problem even if it becomes apparent after initial delivery.

Hygiene-Sensitive and Other Restricted Returns

Where the law permits, a change-of-mind return may be restricted for certain sealed health or hygiene products after the seal is broken, personalized goods, or other legally exempt products. Any relevant restriction must be disclosed for the product before purchase.

This does not reject a claim that goods arrived damaged, opened when promised sealed, contaminated, unsafe, incorrect, or otherwise not as described. Tell us about a safety concern so we can arrange suitable handling and an appropriate remedy.

Payment Disputes

You are welcome to contact us directly so we can try to resolve a problem. Doing so is not a condition of exercising rights with your payment provider, card issuer, or other authority.

We do not require you to withdraw a payment dispute as a condition of investigating a complaint or acknowledging a refund entitlement. If a dispute is open, we may coordinate with the provider so the resolution is recorded correctly and the same payment is not refunded twice.

Relevant order, communication, and delivery records may be provided to the payment provider as part of its process, consistent with our Privacy Policy and applicable law.

Policy Updates and Contact

The version and any product-specific commitments that applied when you purchased remain relevant to your order. Future updates do not retroactively reduce your rights or change a return offer already made.

If a request is declined, you may ask us to explain the reason and review additional relevant information. Contact liqhaven at service@rtuenpalt.com.

Where this policy conflicts with a mandatory legal requirement, that requirement prevails.