Refund policy

At Green Haven Home (operating under woolivren.co.uk), we strive to ensure that every product you purchase meets the highest standards of quality and satisfaction. However, we understand that there are occasions where you may need to return an item or request a refund. We have structured our Return & Refund Policy to be transparent, straightforward, and compliant with all United Kingdom consumer protection regulations.

1. Return Window & Eligibility

Customers within the United Kingdom have a 30-calendar-day return window starting from the date the physical product is delivered to the shipping address provided at checkout.

To be eligible for a full return, refund, or exchange, the returned product must satisfy the following criteria:

  • Product Condition: The item must be in its original, brand-new, unused, and unopened condition. It must be returned in the original manufacturer packaging with all accessories, labels, and documentation included.

  • Eligible Product Types: We accept returns for both defective products (e.g., items damaged in transit or faulty upon arrival) and non-defective products (e.g., customer changed their mind or selected the incorrect item).

2. How to Initiate a Return Step-by-Step

To begin a return, please follow these simple steps:

  1. Contact Support: Send an email to our dedicated support team at contact@woolivren.co.uk with the subject line "Return Request - Order #[Your Order Number]".

  2. Provide Details: Include a clear explanation of why you are returning the item, along with photographic evidence if the item arrived damaged or defective.

  3. Receive Return Label: Once your return is reviewed and authorized by our customer support team, follow the provided return instructions. A return shipping label is included inside your original package for your convenience.

  4. Ship the Item: Pack the item securely in its original packaging, attach the return label to the exterior of the package, and drop it off at the designated postal facility.

3. Return Shipping Costs & Fees

We aim to make returning products as cost-effective as possible for our customers:

  • Restocking Fees: We charge £0.00 (No restocking fee) on all approved returns.

  • Return Shipping Label Fees: Return labels are included in your package at no extra cost to you (£0.00).

4. Exchanges

If you wish to exchange an item for a different variant or product within the 30-day window, please notify us at contact@woolivren.co.uk. Once we receive your returned item, we will process and ship your requested replacement provided it is in stock.

5. Refund Processing & Payment Method

  • Inspection: Upon arrival at our facility, returned items are inspected within 1 to 2 business days to verify eligibility.

  • Approval Notification: We will send you an email confirmation indicating whether your refund has been approved or rejected based on the product's condition.

  • Refund Timeline: Approved refunds are processed immediately back to the original credit card or payment method used during purchase.

  • Bank Settlement: Refunds take up to 7 business days to clear and reflect in your bank or payment account. There are no additional bank processing delays on our end; funds will arrive strictly within this 7-business-day timeframe.

6. Contact Information

For any questions, concerns, or requests regarding our Return & Refund Policy, please contact us directly:

  • Legal Business Name: Green Haven Home

  • Brand / Niche: Woolivren

  • Website: woolivren.co.uk

  • Email: contact@woolivren.co.uk

  • Phone Number: +44 7882 778962

  • Physical Address: 84 LOWFIELD ROAD, Caversham, Reading, RG4 6PG, United Kingdom

  • Operating Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)