Return & Refund Policy – Havjoy.com

At Havjoy, operated by GLOWBASE Pte. Ltd., every artwork is custom-made with care and attention to detail. Because our products are personalized and made to order, please review this policy carefully before placing your order.

Digital Portraits (Digital Files)

• Digital portraits are delivered within 12 hours after placing your order.
• Once the digital file has been delivered, all sales are final.
• No refunds, returns, or cancellations are available after the digital file has been sent.
• You can download your files anytime at:
  👉 https://havjoy.com/pages/your-files

Printed Products (Posters, Canvas, Framed Prints)

All printed items are custom-made based on customer approval.

We do NOT accept returns or refunds for:

• Customer mistakes (wrong photo uploaded or incorrect information provided)
• Change-of-mind requests after approval
• Orders approved and sent to production
• Damage caused after delivery (scratches, water exposure, impact damage)

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect due to our error:

• Please contact us within 48 hours of delivery
• Provide clear photos or videos showing the issue
• Once verified, we will:
  • Send a free replacement, or
  • Issue a full refund, depending on the situation
• Return shipping costs will be covered by Havjoy when the issue is our fault

Item Not Received

Tracking Not Updating

If tracking hasn’t updated for an extended period, please contact your local courier (DHL / FedEx / UPS / TNT). You may also notify us, and we will coordinate with the carrier.

Package Missing

If your package is marked as delivered but not received:

• Contact the courier and request a Lost Package Investigation Code
• Send the code to us. If the courier confirms the loss due to their fault, we will resend the item or issue a full refund.

Incorrect Shipping Address

We are not responsible for orders lost or undelivered due to an incorrect shipping address provided by the customer.

Customs Issues

Customers are responsible for clearing customs in their country. If your parcel is held, please contact your local customs office. We are happy to provide invoices or documents upon request.

Order Changes & Cancellations

• You may request changes or cancellations within 24 hours of placing your order.
• After 24 hours, production begins and changes or cancellations may no longer be possible.
• For customized or personalized orders, cancellations are not allowed once production has started.

Upgrading After Purchase

Already purchased a digital portrait and want a physical version?

You can upgrade to a poster or framed gift here:
👉 https://havjoy.com/products/make-it-a-framed-gift

Important Notes

• Return shipping is the customer’s responsibility unless the issue is caused by us.
• Items purchased during sales or promotions are non-refundable.
• All returns (if applicable) must be pre-approved by our support team.
• We reserve the right to refuse unauthorized returns.

Return Address

4636 SW 329th Way
Federal Way, Washington, 98023
United States

Need Help?

For questions about returns or refunds, please contact us at:
📧 hello@havjoy.com

Thank you for choosing Havjoy — where every wall tells a story.