Refunds & Returns
Unfortunately, we can’t accept returns—even if your Haven is unopened and in its original packaging.
Infant formula is a consumable
food product for our most vulnerable population - babies and infants.
Once purchased and delivered, we can not be certain as to whether or not the formula has been stored correctly.
This means we are unable to
accept a returned product and then in good conscience sell it to someone else to feed to their baby.
If you need any help at all on transitioning your little one to Haven talk to your health care provider or please get in touch at our careline email hello@havenbaby.co.nz
Shipping & Returns
Do you offer free shipping?
Free shipping is available on all orders over $150
Do you accept returns?
Please please please take extra care when you are placing your orders for formulas.
Our product is a consumable food product for one of our most vulnerable populations - babies and infants - therefore we can not accept any returns when incorrect items have been ordered - due to not being able to guarantee storage conditions (even if your formula tin is unopened and in its original packaging).
However, if you purchased Haven and it wasn’t a good fit for your little one, we are happy to issue a refund*.
To be eligible for a refund, please email our Careline team within 30 days of your order.
* Refund value is limited to: the cost of one formula tin in your region.
TRANSITIONING TO A NEW FORMULA
Transitioning to a formula can cause a change in stools, spit-ups, gas, mild tummy discomfort, and constipation. These symptoms do not necessarily mean Haven is unsuitable for your baby, but may indicate a need to slow down or change how you are transitioning to the new formula.
Our experienced team is here to support you and your baby on your feeding journey and can help at every step along the way.
Careline Email: hello@havenbaby.co.nz
I've accidentally purchased the wrong product can I send it back?
We know that mistakes happen (especially in a busy household!), so it’s important that you be super careful when placing your orders as we can’t provide a refund or replacement due to an error when ordering.
However, if you email us within an hour of placing your order we may be able to intercept your order being dispatched, but we can not always guarantee this.
What are your shipping timeframes in NZ?
The below shipping time frames refer to our standard shipping method.
Please make sure to select your shipping and delivery options at the checkout.
We are doing everything we can to minimise delays; however, because of the increasing challenges with transport providers during severe weather events - there may be unavoidable delivery delays that are outside of our control.
To check if there are any current delivery delays in your area check NZ Post Here
NORMAL DELIVERY
- Auckland Region - 1 to 2 days
- Rest of the North Island - 2-4 days
- South Island and Rural - 4-7 days
Please note: An order cut off time of 11:30am (business day) applies in each region to achieve these delivery time frames. If your order is placed after this time, your order will be dispatched the following business day
Please contact us immediately if you’ve noticed you have made a mistake when ordering, on some occasions if we can intercept the order within the first hour we may be able to make the necessary changes.
What are your operating hours?
Our transport partners operate on business days only, 7am – 5pm (local time). They do not operate on weekends or public holidays.
Our NZ warehouse is located in Auckland, New Zealand, and is subject to Auckland and national public holidays.
All orders placed before 11:30am on any business day, will be dispatched the same business day. Orders outside of this will be dispatched the following business day (local time).
Who is your courier partner?
We utilise the NZ Post courier network - therefore we are subject to any network constraints or delays that NZ Post may experience.
Haven Nutrition Limited aims to give accurate, useful, reliable and up-to-date information on baby nutrition of the general nature and may amend the content on this site as required. To the extent permitted by law, Haven Nutrition Limited does not accept any liability or responsibility for claims, resulting from the misinterpretation of the content of this website, which is never intended to disregard, alter or discontinue professional medical advice and/or treatment. If you are ever unsure about your baby's development, concerned about the well-being of your little one or your own health, seek medical advice immediately without delay.