Return and Refund Policy

Effective Date: October 15, 2026

COMPANY NAME: Huizhou Ruijie Trading Co., Ltd.
COMPANY ADDRESS: Unit 108, Building 13, Longguang City, No. 88 Southwest Avenue, West Zone, Dayawan, Huizhou
Postal Code: 516083
Email: service@havenbrookly.com
Contact Phone Number: +1 (714) 293-7332
Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time

Havenbrookly is owned and operated by Huizhou Ruijie Trading Co., Ltd.

At Havenbrookly, we create practical travel essentials designed to make packing, transit, in-flight comfort, and arrival organization feel more effortless.

This Return and Refund Policy explains our voluntary return program, product-issue procedures, return-shipping responsibilities, refund process, and the rules that apply to purchases made through Havenbrookly.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be waived.

1. 30-Day Return Period

Havenbrookly offers a 30-day voluntary return period for eligible products.

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

To begin a return, contact us before sending the product back:

Email: service@havenbrookly.com

Please include:

• Your order number;

• The product name;

• The reason for the return; and

• Any information reasonably needed to review your request.

Requests submitted more than 30 days after delivery may not qualify under our voluntary return program. This period does not replace or shorten any mandatory consumer rights provided by applicable law.

2. Voluntary Return Eligibility

For a return based on a change of mind, personal preference, ordering the wrong product, or another non-quality-related reason, the product should generally be:

• Returned within the applicable 30-day period;

• Unused, unworn, and unwashed;

• Unmodified and undamaged after delivery;

• Clean and free from stains, odors, hair, or other signs of use;

• In substantially the same condition in which it was received;

• Complete with all straps, pouches, inserts, locks, cables, accessories, and other included components;

• In its original packaging where reasonably possible; and

• Supported by a valid Havenbrookly order number or other proof of purchase.

For travel pillows, sleep masks, blankets, and similar personal-use products, visible wear, washing, prolonged skin contact, stains, odors, inflation beyond reasonable inspection, or other hygiene-related conditions may affect voluntary return eligibility.

For organizers, luggage straps, cable pouches, passport wallets, and packing accessories, the item should not show substantial stretching, loading, travel wear, alteration, or damage caused after delivery.

These conditions apply to voluntary returns and do not remove remedies available for products that arrive damaged, defective, incorrect, incomplete, or otherwise protected by applicable law.

3. Return Authorization

Please contact Havenbrookly and obtain return instructions before sending an item back.

To help us process your request, provide:

• Your full name;

• Your order number;

• The product name;

• The reason for the return; and

• Photographs or video if the product is damaged, defective, incorrect, or incomplete.

If the return is approved, we will provide the applicable instructions and authorized return address.

Do not automatically send returns to the company address listed in this policy. The authorized return destination may be different from our company address.

Unauthorized returns or products sent to an incorrect address may be delayed. Where permitted by law, processing may not begin until the product reaches the correct authorized location.

4. Damaged, Defective, Incorrect or Missing Items

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, incorrect, incomplete, or missing an included component, contact us within 7 days after delivery so we can investigate efficiently.

Email: service@havenbrookly.com

Where reasonably possible, include:

• Your order number;

• The product name;

• A clear description of the issue;

• Photographs or video showing the affected product;

• Photographs of the shipping packaging;

• A photograph of the shipping label; and

• Details of any missing or incorrect product or component.

For luggage straps, locks, buckles, zippers, hooks, valves, adjustable bands, elastic organizers, and other functional components, close-up photographs or video demonstrating the issue can help us assess the request.

Please keep the product and relevant packaging until we complete our initial review or confirm that disposal is appropriate.

Depending on the circumstances and product availability, an appropriate resolution may include:

• A replacement;

• A replacement component;

• Reshipment;

• A partial refund;

• A full refund; or

• Another remedy required by applicable law.

The 7-day reporting period helps us investigate delivery-related or immediately visible problems. It does not eliminate any mandatory legal right that may continue after that period.

5. Return Shipping Costs

Return-shipping responsibility depends on the reason for the return.

Seller-Responsibility Returns

If a product arrives damaged, defective, incorrect, incomplete, or is affected by another issue for which Havenbrookly is responsible, we will provide the appropriate return instructions.

When a physical return is required, Havenbrookly will cover the reasonable return-shipping cost as applicable.

Voluntary or Non-Quality Returns

The customer is responsible for return-shipping costs when the return is based on:

• A change of mind;

• Ordering the wrong product;

• Personal preference;

• Selecting the wrong color, size, or configuration; or

• Another reason unrelated to product quality or seller error.

Original Shipping Charge

For a voluntary or non-quality return, the original US$2.99 shipping charge, where paid, is generally non-refundable.

If the return results from a damaged, defective, incorrect, incomplete, or other seller-responsibility issue, the original shipping charge will be refunded or otherwise handled as appropriate under applicable law and the circumstances of the order.

6. Packaging and Return Tracking

Products must be packaged securely to reduce the risk of damage during return transportation.

Where applicable:

• Deflate inflatable travel products before packing;

• Secure buckles, hooks, zippers, and adjustable straps;

• Protect locks and other rigid components from impact;

• Avoid folding products in a way that may cause permanent damage; and

• Include all accessories and components required by the return instructions.

If you arrange and pay for return shipping, we recommend using a trackable service and keeping:

• The shipping receipt;

• The tracking number; and

• Proof of shipment until the return is completed.

Havenbrookly is not responsible for an unauthorized customer-arranged return that is lost, damaged, misdirected, or delivered to an address other than the authorized return location before reaching us.

This limitation does not apply when Havenbrookly provides the return label or directly arranges the shipment.

7. Products That May Not Qualify for Voluntary Return

Unless the product arrived damaged, defective, incorrect, or is otherwise returnable under applicable law, the following may not qualify for voluntary return:

• Gift cards, if offered;

• Personalized or custom-made products, if offered;

• Products clearly identified as final sale where permitted by law;

• Products materially used, worn, washed, altered, or damaged after delivery;

• Personal-use products returned in an unsanitary condition;

• Products with essential accessories or components missing;

• Products damaged through improper use, overloading, cleaning, storage, inflation, adjustment, or maintenance; and

• Products subject to another lawful return restriction disclosed before purchase.

Original packaging is preferred where reasonably possible. Missing packaging alone will not eliminate a legal remedy where applicable law provides otherwise.

8. Exchanges and Replacements

If you want a different product, color, size, or configuration, the most efficient option may be to return the eligible original product and place a new order.

Direct exchanges depend on:

• Return eligibility;

• Product availability;

• Inventory levels; and

• The circumstances of the request.

If you received a damaged, defective, incorrect, or incomplete product, contact us within 7 days after delivery so we can determine whether a replacement, component replacement, reshipment, refund, or other resolution is appropriate.

Replacement products remain subject to availability.

9. Return Inspection

After an authorized return reaches the designated location, we may inspect it to confirm:

• The returned item matches the product purchased;

• All included components and accessories are present;

• The product’s condition;

• Whether it has been materially used, worn, washed, inflated, altered, or damaged;

• Whether damage occurred after delivery; and

• Whether the return otherwise meets the applicable requirements.

We will notify you after the inspection is completed.

Where permitted by law, Havenbrookly may reject a voluntary return or make an appropriate deduction if customer handling after delivery has materially reduced the product’s value.

No deduction will be made for loss of value caused by an original defect, shipping damage, seller error, or another issue for which Havenbrookly is responsible.

10. Refunds

If a refund is approved, it will generally be issued to the original payment method.

Approved refunds are generally submitted within 10 business days after the authorized returned product has been received and inspected.

After we submit the refund, your bank, card issuer, payment provider, or other financial institution may require additional time to post the funds to your account.

Currency-conversion differences, foreign transaction charges, banking fees, and payment-provider fees are generally outside Havenbrookly’s control.

If more than 15 business days have passed after we confirmed that your refund was approved, contact service@havenbrookly.com and include your order number.

11. Partial Refunds

Where permitted by applicable law, a reduced or partial refund may apply when customer handling has materially reduced the value of a voluntarily returned product.

Examples include:

• Use beyond what is reasonably necessary to inspect the product;

• Wear, washing, stains, odors, or hygiene-related deterioration;

• Damage occurring after delivery;

• Missing accessories or components;

• Unauthorized alteration or repair;

• Improper cleaning, storage, loading, inflation, or adjustment; or

• Returning the product in a materially different condition from the condition in which it was delivered.

This provision does not apply when the condition resulted from an original defect, shipping damage, an incorrect product, missing components, seller error, or another matter for which Havenbrookly is legally responsible.

12. Order Cancellations

To request an order cancellation, contact us as soon as possible:

Email: service@havenbrookly.com

We will make reasonable efforts to process the request before shipment. However, cancellation cannot be guaranteed after an order has entered processing, packing, fulfillment, or shipment.

If an order is successfully canceled before shipment after payment has been collected, the applicable refund will be issued to the original payment method.

Once an order has shipped, it will generally need to be handled under the return procedures in this policy.

13. Refused, Unclaimed or Undeliverable Packages

Customers are responsible for providing accurate and complete delivery information and for receiving or collecting an order when required.

A shipment may be returned because of:

• Customer refusal;

• Failure to collect the shipment;

• Incorrect or incomplete delivery information;

• Repeated unsuccessful delivery attempts; or

• Other delivery circumstances.

If your package is returned, contact us so we can review the circumstances.

For delivery failures caused by the customer, an approved refund may exclude non-refundable shipping costs or additional carrier charges where permitted by law.

If the delivery failure resulted from an error by Havenbrookly or the carrier, we will provide an appropriate resolution based on the circumstances.

14. Lost Packages

If tracking information has stopped updating for an unusual period or you reasonably believe your shipment is lost, contact:

Email: service@havenbrookly.com

Include your order number and tracking information where available.

We may review carrier tracking records, delivery scans, shipping-address information, delivery confirmation, and carrier investigation results.

If the carrier confirms that a shipment was lost before delivery, an appropriate resolution may include a replacement or refund.

A package marked as delivered may require additional investigation before a replacement or refund can be determined.

15. Bundles, Promotional Items and Gifts

If an order included a free promotional item, bundled product, purchase-related gift, or another promotion linked to the returned product, the related item may also need to be returned as part of a voluntary full-order return.

Where permitted by law, failure to return a required promotional item may result in its stated or reasonable value being deducted from an otherwise eligible voluntary refund.

This provision does not reduce remedies for products that arrive damaged, defective, incorrect, or incomplete.

16. Return Fraud and Abuse

We may refuse or further investigate a return or refund request where there is reasonable evidence of:

• Returning a product different from the one purchased;

• Falsified return records, photographs, or other evidence;

• Intentional product damage;

• Fraudulent payment activity;

• Repeated misuse of the return process; or

• Other fraudulent conduct.

Any such decision remains subject to applicable consumer-protection laws and mandatory legal rights.

17. Mandatory Consumer Rights

Our 30-day voluntary return program is an additional store policy. It does not replace mandatory rights provided by applicable law.

Depending on the law applicable to your purchase, you may have additional rights concerning defective or non-conforming products, incorrect goods, repairs, replacements, refunds, cancellations, or other statutory remedies.

If applicable law provides a right that cannot legally be waived or restricted, that right will continue to apply regardless of any shorter period or different condition stated in this policy.

Where this policy conflicts with a mandatory consumer-protection requirement, the mandatory requirement will prevail to the extent required by law.

18. Policy Updates

We may update this Return and Refund Policy when reasonably necessary to reflect changes in:

• Our travel products;

• Store operations;

• Return procedures;

• Customer-service practices; or

• Applicable legal or regulatory requirements.

When this policy is updated, we will revise the Effective Date shown at the top of the page.

The policy in effect when an order was placed will generally continue to govern that purchase unless applicable law requires otherwise.

19. Contact Us

For assistance with a return, damaged product, replacement, exchange, cancellation, or refund, contact us before sending any product back.

Brand: Havenbrookly
COMPANY NAME: Huizhou Ruijie Trading Co., Ltd.
COMPANY ADDRESS: Unit 108, Building 13, Longguang City, No. 88 Southwest Avenue, West Zone, Dayawan, Huizhou
Postal Code: 516083
Email: service@havenbrookly.com
Contact Phone Number: +1 (714) 293-7332
Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time