Return and Refund Policy

AOS Haven - Return and Refund Policy

Last Updated: March 2026

At AOS Haven, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the terms outlined below.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To qualify for a return:

  • The item must be unused and in its original condition

  • The item must be returned in original packaging

  • All included parts, accessories, and materials must be included

Items that show signs of use, damage, or alteration may not qualify for a refund.

Before returning any product, you must contact us to obtain return authorization.

2. Return Process

To begin a return, please contact our support team with your order details.

Once your request is approved:

  • You will receive return instructions

  • You must securely package the item

  • You must provide the return tracking number

Customers are responsible for return shipping costs unless the return is due to our error.

We recommend using an insured and trackable shipping service, as we cannot be responsible for items lost or damaged during return transit.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 30 days of delivery.

We may request supporting evidence such as photos.

Once verified, we will offer an appropriate resolution, which may include:

  • Replacement of the item, or

  • Full refund

There will be no additional cost to you for verified damaged or incorrect items.

4. Refund Approval and Processing

After we receive your returned item, it will be inspected to confirm eligibility.

If approved:

  • Your refund will be issued to your original payment method

  • Refunds are typically processed within 10 business days

Your financial institution may require additional time to post the refund.

Shipping charges, if applicable, may not be refundable unless the return is due to our error.

5. Return Shipping Responsibility

Unless the return is due to damage, defect, or shipping error, customers are responsible for:

  • Return shipping costs

  • Proper packaging

  • Shipment tracking

If a returned item is damaged during return shipping due to insufficient packaging, the return may not qualify for a refund.

6. Exchanges

We offer product exchanges in certain situations.

If you receive a damaged, defective, or incorrect item, you may request a replacement at no additional cost. We will arrange for a replacement after verifying the issue.

If you wish to exchange an item for a different variant or replacement, please contact us within 30 days of delivery. Exchange requests are subject to product availability.

If the requested replacement item is not available, we may offer a refund in accordance with our Return and Refund Policy.

In some cases, customers may be responsible for return shipping costs unless the exchange is due to our error or a defective product.

To request an exchange, please contact our support team at: contact@aoshaven.com
or +1 (646) 491-6992

7. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Customized or personalized items

  • Made-to-order products

  • Clearance or final sale items

These exclusions will be clearly indicated on the product page where applicable.

8. Product Selection Responsibility

We encourage customers to review product descriptions and specifications carefully before purchasing.

Our team may provide general product guidance, but return eligibility remains subject to the conditions outlined in this policy.

9. Contact Information

To request a return or ask questions about your order, please contact us:

AOS Haven
99 Washington Avenue, Suite 700
Albany, NY 12210
United States

Email: contact@aoshaven.com
Phone: +1 (646) 491-6992

Customer Support Hours:
Monday - Friday, 8:00 AM - 4:00 PM (EST)

10. Agreement

By placing an order with AOS Haven, you agree to this Return and Refund Policy.