Refund policy

At Cascade Haven, we aim to make every return request smooth, transparent, and fair.
To ensure the best service, all returns must follow the guidelines outlined below.

1. Return Eligibility & Request Process

Our return window is 30 days for each delivered item. The 30-day period is based on the actual delivery date of the specific item, as shown on the carrier’s official tracking information.
Requests submitted after this timeframe cannot be accepted.

Before returning anything, please email us at teamcascadehaven@gmail.com

Unauthorized returns sent to any address not provided by Customer Service will be refused and are not eligible for refunds.

Once you contact us, our team will:

  • Confirm your eligibility

  • Provide a return authorization

  • Send you a checklist of required photos/videos (e.g., product tags, packaging, full-view images)

  • Give the correct return address

If you are unsure whether your order qualifies for return or replacement, simply reach out—we’ll guide you.

2. Damaged / Defective Items

If your item arrives damaged, faulty, or not working as expected, please notify us within 7 days of the delivery date.

What We Need:

  • Order number

  • Short description

  • Clear photos/videos of the issue

  • Photos of packaging

  • Keep all original packaging until your case is resolved

What We Offer:
Depending on the situation, we may provide:

  • Free replacement parts

  • Free reshipment of a new item

  • Replacement with another product of similar value

  • A refund

All at no cost to you.

Please do not arrange repairs without our written approval, as unapproved repair costs cannot be reimbursed.

3. Wrong Item Received

If you received an incorrect product, please notify us within 7 days.

What We Need:

  • Order number

  • Photos/videos of the incorrect item

  • Photos of outer boxes and labels

  • All packaging retained

What We Offer:

  • Free reshipment of the correct item/parts

  • Free pick-up of the incorrect product (if needed)

  • Exchange for a similar-value item

  • Refund

*Do not dispose of the incorrect item until verification is complete.

4. Missing Parts / Missing Items

If something is missing, report it within 7 days.

What We Need:

  • Order number

  • Photos showing all contents received

  • Photo of packaging and shipping label

  • A flat-lay photo displaying all parts

What We Offer:

  • Free reshipment of missing parts

  • Full product reshipment (if required)

  • Product replacement

  • Refund

Cost to customer: $0

5. Delivery Issues Caused by Incorrect Address

If a parcel is returned to us because the address/contact information provided was inaccurate, we can:

  • Reship the order to a corrected address

  • Provide a refund after the package is returned and inspected

Customer Responsibilities:

  • Pay re-delivery fees

  • Cover warehouse storage fees (after 14 free days)

*If unclaimed for 30 days, the goods will be considered abandoned with no refund issued.

For large freight deliveries, missed appointments incur re-delivery fees.

6. Change of Mind / Not Satisfied

If you simply no longer want the item:

Requirements:

  • Item must be unused & unassembled

  • Must return in original packaging

  • Submit photos to confirm condition

Request must be within 30 days.

Customer Costs:

  • Return shipping & handling: up to 20% of order total

  • Missing original packaging: $59 repackaging fee

Refunds are issued after inspection.

Items Not Eligible for Return:

  • Custom or made-to-order items

  • Products marked “Non-returnable”

  • Items assembled or installed (restocking fee may apply if returned)

Unauthorized returns will be refused.

Cancellation Policy

General Notice:
Please be advised that all order cancellations are subject to handling fees, irrespective of the item's shipment status. These charges cover the administrative and labor costs associated with warehouse coordination, order processing, and logistics management for shipped items. Our commitment at Cascade Haven is to provide high-quality, cost-effective products, which requires a rigorous, multi-stage preparation and inspection process that incurs significant time and cost. We appreciate your patience and trust in this process.

If you choose to modify your order before shipment instead of canceling it, no handling fees will apply. We will assist you in updating the item at no extra charge; however, you will be responsible for any resulting price difference between the items.

Cancellation Prior to Payment

Log into My Account and navigate to My Orders.
Select the order number you wish to cancel.
Click Delete this order and confirm the cancellation.

Cancellation Before Shipment Dispatch

  • Within 48 hours of placing the order:
    A 10% handling fee (Order Total Price × 10%)

  • 48 hours or more after placing the order:
    A 20% handling fee (Order Total Price × 20%)

*Once an order has been shipped, cancellation is no longer possible.

Cancellation After Shipment Dispatch Begins

48 hours or more after placing the order, if shipment has commenced, we will attempt to intercept the shipment.

  • If interception is successful:
    50% handling fee (Order Total Price × 50%) + non-refundable shipping costs

  • If interception fails:
    60% handling fee (Order Total Price × 60%) + non-refundable shipping costs

Refund Processing

  • Processing Time: 2–4 business days after eligibility is confirmed

  • You will be notified by email

Payment Method Details:

  • PayPal: Refund appears quickly

  • Credit Cards: Bank may take up to one billing cycle

  • Bank Transfer: Additional bank information may be requested

Please avoid filing chargebacks, as this will delay your refund.

Late Claims

If you contact us after the 7-day or 30-day deadline, available solutions may be limited. However, we will still try to help with conditional options such as guidance or replacement parts.