Shipping & Returns Policy
Effective Date: June 3, 2025
At Havnby, we are committed to providing a seamless shopping experience—from fast, reliable shipping to a transparent and customer-first return policy. Please review the information below before placing your order.
Shipping Policy
Shipping Regions
We currently offer free standard shipping to the following countries/regions:
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United States
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Canada
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European Union
Please note: We do not ship to P.O. Boxes or APO/FPO addresses.
Processing Time
Orders are processed within 1–2 business days (Monday through Friday, excluding holidays).
Delivery Time
Once shipped, estimated delivery times are as follows:
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United States: 5–7 business days
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Canada: 5–7 business days
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Europe: 5–7 business days
Shipping Fees
All qualifying orders include free standard shipping. No additional customs duties will be charged at checkout for eligible regions.
Return Policy
We hope you are fully satisfied with your Havnby order. If not, we accept returns within 14 days of delivery for eligible products.
Eligibility for Returns
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Return request must be made within 14 days of the delivery date
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Items must be unused, in original condition, and with original tags and packaging
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Final sale/clearance items are not eligible for return
Return Shipping
Customers are responsible for return shipping fees. We do not offer prepaid return labels.
Return Process
Step 1: Submit a Return Request
Email support@havnby.com with the following details:
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Order number
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Photos of the product(s)
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Reason for the return
You will receive a response within 24 business hours.
Step 2: Return Approval
After approval, you will be instructed to ship your item to the correct warehouse. Please ensure items are securely packaged to prevent damage during return shipping.
Step 3: Return Addresses
United States (choose one based on availability):
1. Texas Warehouse
Name: Joseph Rachal (DAOHE)
Address: 5301 Polk Street, Building 8, Houston, TX 77023, US
Phone: +1 832-988-0107
2. California Warehouse
Name: Ellie Zheng90016
Address: 9707 El Poche St, Unit G, South El Monte, CA 91733, US
Europe:
Germany Warehouse
Name: RE DEFRAB 947613
Address: Albert-Schweitzer-Str 1, Grolsheim, Rheinland-Pfalz, DE, 55459
Phone: +49 151-66342177
Step 4: Include in Your Package
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Order confirmation or invoice
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All original packaging and accessories
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The product in unused, undamaged condition
Step 5: Refund Timeline
Once your return is received and inspected, your refund will be processed within 7 business days. Funds will be returned to your original payment method.
Return Policy Notes
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Returns postmarked after the 14-day return window will not be accepted
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A $20 / €20 restocking fee will be deducted from your refund
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If returned items show signs of wear or use, a 10–20% depreciation fee may apply
Please always contact support@havnby.com before initiating a return to ensure the process goes smoothly.
Warranty Information
At Havnby, we stand by the quality and durability of our products. All Havnby mattresses come with a 5-year warranty covering material and manufacturing defects under normal use.
What’s Covered (Eligible for Warranty):
- Within 5 years from the date of purchase
- TPU material separation—either internal or external—that causes visible mattress deformation
- Foam core failure during inflation—such as loss of rebound or visible collapse
- Mattress unable to inflate or deflate properly despite normal use and a functioning air pump
What’s Not Covered:
- Damage caused by sharp objects, accidents, or improper handling that punctures the mattress
- Burnout of air pump components due to prolonged continuous operation
- Minor surface cracks or cosmetic blemishes that do not affect functionality
- Subtle changes in surface color or texture over time
How to Initiate a Warranty Claim:
To file a claim, please email us at support@havnby.com and provide the following:
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Your order number
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Photo or video evidence showing the issue
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A brief description of the problem
Our team will review your claim, and if approved, we will ship a free replacement mattress within 3 business days.
Contact Us
For all shipping, return, or warranty inquiries:
Email: support@havnby.com
Response time: within 24 business hours