Return & Refund Policy

Return & Refund Policy – Havjoy.com

At Havjoy, operated by GLOWBASE Pte. Ltd., we want you to feel confident and delighted with every piece of art you receive. If something isn’t quite right, we’re here to help. Please review our return and refund guidelines below before reaching out to our support team.

Item Not Received

While in Transit

  1. Parcel Seized by Customs
    It is the customer’s responsibility to clear customs in their country. If your parcel is held, please contact your local customs office. We’re happy to provide documents like invoices to support the process — just email us.
  2. Tracking Not Updating
    If your parcel status hasn’t changed for a long time, contact your local DHL / FedEx / UPS / TNT office. Let us know as well, and we’ll coordinate with the carrier to get updates and ensure delivery.

Unsuccessful Delivery

  1. Incorrect Shipping Address Provided
    We are not responsible for parcels lost or undelivered due to an incorrect shipping address submitted by the customer.
  2. Package Missing
    If you haven’t received your order, contact the courier and request a Lost Package Investigation Code, then send it to us. If the courier confirms the loss or misdelivery due to their fault, we will either resend the artwork or issue a full refund.

30-Day Return / Refund / Exchange Policy (No Reason Needed)

You may return or exchange your item within 30 days of receiving it. Please contact us before sending any returns at: support@havjoy.com
Unauthorized returns will not be accepted.

To begin a return, please provide:

  • Your order number
  • A photo or video of the item
  • The reason for return (if applicable)
  • Return tracking number (after shipping)

Return Conditions

  • Artwork must be unused, undamaged, and in original packaging.
  • The canvas must not be scratched, torn, or exposed to water.
  • Customized or personalized pieces are not eligible for return unless defective.

Common Return Scenarios

  1. Exchange for Different Size or Style
    If you’d like a different size or artwork style, please contact us. The item must be in original condition. Return shipping is at the customer's expense.
  2. Wrong Item Received
    If we sent you the wrong item, notify us right away. Once confirmed, we’ll cover return shipping and send the correct piece.
  3. Damaged or Defective Item
    If your art arrives damaged, please send photos or videos immediately. Once verified, we will offer a replacement or refund and cover the return cost.
    Note: Damage due to mishandling after delivery (e.g., scratches, water damage, impact damage) is not covered.

Refund Timeline

After receiving and inspecting the returned item, your refund will be processed within 2 business days to the original payment method.
Please allow 2–5 business days for the refund to reflect in your account.

Order Cancellation or Modification

To cancel or update an order, please contact us within 24 hours of placing it.

  • If the order hasn’t shipped yet, we can cancel or modify it.
  • If already shipped, cancellation is no longer possible — but we’ll help explore alternative options.
  • For customized orders (e.g., name personalization, size alterations), cancellations are not allowed once production begins.

Important Notes

  • Return shipping is the customer’s responsibility unless the issue is caused by us.
  • For items valued over $75, we recommend using a trackable shipping service.
  • Items bought during sales or promotions are not eligible for refunds.
  • All returns must be pre-approved and sent to our designated return address.

Return Address

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

Need Help?

For questions about returns or refunds, reach out to us at:
📧 support@havjoy.com

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