Toilet Paper Holder Stand and Storage Dispenser with Shelf for Bathroom

Shipping Information

At Urban Haven, we aim to deliver your orders as smoothly and efficiently as possible. Here’s what you need to know about our shipping process:

Shipping Methods and Timelines

• We work with trusted courier services to deliver your order right to your doorstep. Delivery times typically range between 5–10 business days for most locations within Australia. Remote or regional areas may take slightly longer.
• To ensure timely deliveries, we may ship your order from multiple warehouses. This means your items might arrive in separate packages.

Shipping Costs

• Flat Rate Shipping: A flat fee of $13.95 applies to orders under $200.
• Free Shipping: Enjoy free shipping on orders of $200 or more.

Shipping fees are calculated at checkout based on the total order value.

Order Processing

• Once your order is placed, you will receive a confirmation email.
• When your items are dispatched, you’ll receive another email with tracking details for each package, enabling you to monitor the progress of your delivery.

Split Shipments

Some items may ship separately depending on their supplier or location. In such cases, you will receive individual tracking numbers for each shipment to keep you updated.

Delivery Partners

We partner with multiple suppliers to bring you a curated selection of products. While this ensures a wide variety and competitive prices, it may mean that products ship from different locations.

Important Notes

• Please double-check your delivery address at checkout to avoid delays or errors.
• We cannot guarantee specific delivery dates; however, we’ll do our best to meet your expectations.
• If you experience any issues with your delivery, our customer care team is here to assist.

Contact Us

For questions or concerns about shipping, please get in touch with our support team at customerservice@urbanhavenliving.com.au, and we’ll be happy to assist.

Returns Policy

At Urban Haven, we want you to feel confident shopping with us. If something isn’t right with your purchase, we’re here to help. Please read the following guidelines carefully to understand our returns and refunds process.

Eligibility for Returns

• Items must be returned within 10 days of delivery.
• Products must be in their original condition, unused, unassembled (if applicable), and in their original packaging with all tags intact.
• Not damaged in any way.

Return Conditions:

• Customer pays for the cost of return shipping 
• 15% restocking fee applies (will be deducted from your refund)
• We do not accept returns of Clearance items
• If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty. (See Manufacturer's Warranty below)

Exceptions / non-returnable items
Certain types of items cannot be returned, like:

• Mattresses & bedding. Bedding includes quilts and duvets, pillows, mattress toppers, protectors and underlays.
• All forms of clearance items (i.e. any items labelled "clearance" on the site)
• Seasonal products
• Gift Cards
• Items for commercial or non-domestic use
• Any items clearly stipulating "No Change of Mind Returns" on the product page.

How to Start a Return

To start a return, you can contact us

Please do not return the product to us without our prior consultation. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we’ll send you a return instructions on how and where to send your package and in some cases this will include a return label. 

If your change of mind request is accepted, and:

• you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 15% of the item price and the shipping fee; or
• you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the shipping fee.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@urbanhavenliving.com.au.

Manufacturer's Warranty

All products sold through Urban Haven come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, our suppliers offers a 12-month warranty on products sold through Urban Haven which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
3. if the fault or damage is due to:
4. normal wear and tear
5. damage arising from improper assembly or modification of the product;
6. damage arising from abnormal use or abuse of the product;
7. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
8. damage to external product packaging only.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

send missing parts (if applicable);

• suggest a method of self-repair (if applicable).
• replace the product (subject to availability);
• offer an alternative product; or
• offer a partial or full credit voucher or refund.

Please get in touch if you have questions or concerns about your specific item.