Refund policy

Refund and Return Policy

At Ornella Haven, we want you to feel confident about your purchase. This policy explains how returns, exchanges, damaged items, cancellations, and refunds are handled.

30-Day Return Period

You may request a return within 30 calendar days after your order is delivered.

Before returning any product, you must contact us at support@ornellahaven.com to request return authorization, return instructions, and a prepaid return label. Returns sent without prior authorization may be delayed or refused.

Return Eligibility

To qualify for a return, the product must be:

  • Unused, unwashed, and in its original condition;

  • Complete with all included parts, accessories, and components;

  • Returned in its original packaging whenever reasonably possible; and

  • Accompanied by proof of purchase or the order number.

Products that have been used, washed, altered, or damaged after delivery are not eligible for return unless the product arrived damaged, defective, or incorrect.

Clearance products may be returned if they otherwise satisfy this policy.

We do not currently sell personalized, customized, or pre-order products.

Return Shipping

Ornella Haven pays the return shipping cost for eligible returns. After approving your return request, we will provide return instructions and, where applicable, a prepaid shipping label.

Do not return a product to the address shown on the original package without first contacting us. The correct return location will be provided with your authorization instructions.

We do not charge a restocking fee.

Original expedited or upgraded shipping charges, if any, are non-refundable. Standard shipping is currently provided free of charge.

Damaged, Defective, Incorrect, or Missing Products

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, incomplete, or incorrect, contact support@ornellahaven.com within 7 calendar days after delivery. Include your order number, a description of the issue, and clear photographs of the product and packaging.

If the claim is approved, we will arrange a replacement or refund and cover the applicable return shipping costs.

Exchanges

We accept exchanges for eligible products. Contact us before returning the original product.

The original product must be returned and inspected before the replacement product is shipped. Exchanges are subject to product availability. If the requested replacement is unavailable, we may issue a refund to the original payment method.

Refunds

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, contact support@ornellahaven.com.

Order Cancellations

You may request cancellation before your order ships by contacting support@ornellahaven.com as soon as possible.

Cancellation is not guaranteed because orders may enter processing shortly after being placed. Once an order has shipped, it must be handled under the return procedure described above.

Lost Packages

If tracking indicates that a package was lost in transit, contact us. We will work with the carrier to investigate the shipment and, where appropriate, arrange a replacement or refund.

Packages Marked as Delivered

If tracking shows that your order was delivered but you cannot locate it:

  1. Check around the delivery location and with household members or neighbors;

  2. Allow a short period for carrier tracking to update;

  3. Contact the carrier or local delivery office; and

  4. Contact us if the package is still missing.

We will assist with a carrier investigation, but we cannot guarantee reimbursement for packages confirmed as correctly delivered to the address supplied at checkout.

Incorrect Addresses

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned, delayed, lost, or requires reshipment because the customer supplied an incorrect or incomplete address, the customer is responsible for any applicable reshipping costs.

Contact

Ornella Haven is operated by TANK TOP TAP LLC.

Email: support@ornellahaven.com
Phone: +1 425-616-9257
Address: 714 S Howell Ave, West Plains, MO 65775-3750, United States
Customer service hours: Monday-Friday, 9:00 AM-5:00 PM Central Time, excluding public holidays