Powered by Smartsupp

Refunds & Returns

Last updated: 10/01/2025

This Refunds & Returns Policy explains how Trippy Haven (“we”, “us”, “our”), operating Trippy Haven, handles returns, refunds, and exchanges for purchases made on our Site. Please read this Policy carefully before placing an order.

This Policy is intended as a general template and does not replace applicable consumer protection laws, including EU and national regulations. Where there is any conflict, the law of your country of residence prevails.

1. General conditions

By placing an order on our Site, you agree to this Refunds & Returns Policy.

To be eligible for a return or refund, you must:

  • Have purchased the item directly from our Site; and

  • Submit your request within the timelines set out below; and

  • Follow the steps described in the “How to request a return” section.

2. Right of withdrawal (EU consumers)

If you are an EU consumer, you may have a legal 14-day right of withdrawal for certain purchases, starting from the day you (or a person you designate) receive the goods.

This right may not apply to some categories of products, for example:

  • Custom or personalized items

  • Perishable goods

  • Sealed items that are not suitable for return for health or hygiene reasons once unsealed

  • Digital content supplied in non-physical form, once you have started downloading or streaming with your prior consent

We recommend that you check your local rules and our specific product descriptions for any exceptions or limitations.

3. Return window

Unless otherwise stated on the product page or at checkout:

  • You may request a return within 14 days of receiving your order.

  • After 14 days, we cannot guarantee acceptance of returns, except where required by law (e.g. for defective products).

4. Condition of returned items

To be eligible for a return, items should generally be:

  • Unused and in the same condition that you received them

  • In the original packaging, with all accessories and documentation (where applicable)

  • Free from signs of misuse, damage, or alteration not caused by transport or manufacturing

We reserve the right to deny or partially refund returns that do not meet these conditions, subject to local law.

5. Non-returnable items

Certain types of items may be non-returnable, including but not limited to:

  • Digital products once accessed or downloaded

  • Gift cards or vouchers

  • Items sold as “final sale” or “non-returnable” (clearly indicated at purchase)

  • Any other items excluded by applicable law for health, hygiene, or safety reasons once opened

Details of any specific exclusions will be indicated on the relevant product page or during checkout.

6. How to request a return

To request a return:

  1. Contact us at info@trippyhaven.es within the applicable return period, stating:

    • Your full name

    • Order number

    • Items you wish to return

    • Reason for the return

  2. Our support team will review your request and, if approved, provide:

    • Return instructions

    • Return address

    • Any return authorization (if applicable)

Please do not send items back without contacting us first; unauthorized returns may be rejected or significantly delayed.

7. Return shipping

Unless otherwise required by law:

  • You are responsible for the cost of return shipping.

  • We recommend using a trackable and insured shipping service. We cannot guarantee that we will receive your returned item and are not responsible for lost or damaged parcels in transit.

If the return is due to our error (e.g. wrong item received, defective product), we may cover or reimburse reasonable return shipping costs, subject to prior approval.

8. Inspection and approval

Once we receive your returned item:

  1. We will inspect it to confirm that it meets the conditions described in this Policy.

  2. We will notify you by email whether your return has been approved or rejected.

If approved, we will process a refund, partial refund, or exchange as described below.

9. Refunds

If your return is approved:

  • Refunds are issued to the original payment method used for the purchase.

  • We aim to process refunds within 7–14 business days from the date we receive the returned item, but processing times may vary depending on your bank or payment provider.

  • Shipping fees paid when placing the order are generally non-refundable, unless the return is due to our error or a defective item, and as required by applicable law.

We reserve the right to deduct any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, as permitted by law.

10. Exchanges

We may offer exchanges for:

  • Different size or variant of the same item (where available), or

  • A replacement for a defective or damaged product.

If an exchange is not possible (e.g. out of stock), we will offer a refund according to this Policy.

11. Damaged, defective, or incorrect items

If you receive a damaged, defective, or incorrect item:

  1. Contact us at info@trippyhaven.es as soon as possible, and within a reasonable time after delivery.

  2. Provide your order number, a description of the issue, and clear photos of the product and packaging (if damaged in transit).

We will review your claim and, if validated, offer one of the following:

  • Replacement of the item at no additional cost, or

  • Refund (full or partial), or

  • Store credit or other remedy, depending on the specific case and legal requirements.

12. Late or missing refunds

If you have not received a refund after the stated processing time:

  1. Check your bank or card account again.

  2. Contact your bank or card provider; it may take additional time before your refund is officially posted.

  3. If you have done all of this and still have not received your refund, contact us at info@trippyhaven.es with your order details.

13. Contact information

For any questions regarding this Refunds & Returns Policy, or to initiate a return or complaint, you can contact us at:

Trippy Haven
Email: info@trippyhaven.es