Refund policy

Thank you for choosing Heaventopia to bring beauty and unique design into your home. We pour our hearts into creating and curating high-quality, artisanal home decor. Due to the special nature of our products, we have a specific policy regarding returns and refunds.

All sales are final

Due to the unique, hand-crafted, and often customized nature of our products, all sales are final. We do not accept returns or offer refunds on any items.

• Exceptions: the Damages in Transit section below and any rights you have under applicable consumer laws. Your statutory rights are not affected.
  

Why We Have This Policy

Many of our products are heavy and require specialized packaging and freight to ship safely. The shipping costs for these items are significant.

To offer you our no markup promise and avoid building the high cost of return shipping into our prices, we operate on a final sale basis. This approach allows us to eliminate waste, maintain affordability, and ensure every dollar you spend goes directly into the quality of the materials and craftsmanship. We believe this transparency is key to providing you with true affordable luxury.

 

Quality assurance

• We carefully inspect each item before it leaves our factory and ensure it is in perfect condition at dispatch.

• We package orders securely to help protect them during transit.

 

Damages in transit (50% coverage)

While we pack our items with extreme care, we understand that accidents can happen during shipping.

If your product arrives with clear damage from transit, we are here to help.

• If your product arrives damaged during delivery, we will refund 50% of the product price. You keep the product; no return shipment is required.

• What to send us: clear photos of the damage, the outer packaging (including shipping label), and your order number.

• How to file: email support@heaventopia.com within 48 hours of delivery. Claims submitted after 7 days may not be eligible.

• Processing: once verified, we will issue the 50% refund to your original payment method within 5–10 business days. The 50% is calculated on the product price (excluding shipping and taxes).

 

Defective or Incorrect Items

We stand by the quality of our work. In the rare event your product has a manufacturing defect, please contact us within 7 days of delivery with photos of the issue. After review, we will send you a free replacement. You can keep the original item; no return is required. Natural variations in materials are not considered defects.

 

What isn’t considered a defect

• Natural variations in marble and wood grain are a celebrated feature of our products and are not grounds for a damage claim.

• Minor measurement tolerances (±1 inch) and slight color differences due to screen calibration.

• Damage from improper handling, installation, or use after delivery.

Order changes and cancellations

• Because we begin production quickly, please contact us as soon as possible with any changes or cancellations. Once production has started, orders cannot be cancelled or modified.

Delivery issues

• If a package is refused or undeliverable due to an incorrect or incomplete address, the order remains final sale; additional shipping fees may apply to re-ship.

Contact us

• Email: support@heaventopia.com

• Include your order number, photos (if applicable), and a brief description so we can help quickly.

Legal

• This policy applies to purchases made directly on our website. If you purchased through another retailer or marketplace, please contact them directly.

• Nothing in this policy limits any rights you may have under the laws of your jurisdiction.