Refund Policy
Refunds at Exhaven are simple. We'd rather you have what you want than feel stuck with what you don't. This page describes how refunds work in different situations.
Before your order ships
Reserved deposits
Reserved deposits are fully refundable at any time before your order ships. No questions asked. Email hello@exhaven.com with your order reference and we will process your refund within 3 business days.
Founder pre-orders
Founder pre-orders are fully refundable at any time before your order ships. You can refund the entire order or specific items.
To request a refund, email hello@exhaven.com with your order reference and tell us whether you want the whole order refunded or specific items. We will process your refund within 3 business days.
After your order ships
Once your devices have been shipped to you, the following terms apply:
30-day return window
You may return unused products in their original packaging within 30 days of delivery for a full refund of the product price. You are responsible for return shipping costs unless the product arrived defective or damaged.
Defective or damaged products
If your product arrives defective or damaged in shipping, email us at hello@exhaven.com within 14 days of delivery with photos. We will arrange a replacement or full refund at no cost to you, including return shipping.
Warranty claims
Defects that appear during the one-year limited warranty period are covered separately. See our Terms of Service for warranty details.
How refunds are issued
All refunds are credited back to the original payment method through Stripe. Depending on your bank, refunds typically appear within 5 to 10 business days.
You will receive an email when we process a refund, confirming the amount and the items refunded.
Partial refunds
For orders with multiple items, we can refund some items while keeping others active. Email us about the specific items and we will process the partial refund. Your remaining order stays in our system as scheduled.
Cancellations after a long delay
Pre-orders involve waiting, and we will be transparent about timelines. If a pre-order is delayed materially beyond the original estimate, you are always entitled to a full refund regardless of how much time has passed since you placed the order.
What is not refundable
- Products that have been used or modified, unless they arrived defective
- Products returned after the 30-day window with no defect
- Shipping costs on returns where the original product was not defective
How to request a refund
Email hello@exhaven.com with:
- Your order reference (starts with
cs_— found in your order confirmation email) - Which items you want refunded, or "the whole order"
- Any helpful context (defective, changed mind, ordered wrong color, etc.)
We respond to refund requests within 1 business day. Most refunds are processed within 3 business days of your request.
Contact
Refund questions: hello@exhaven.com.
Exhaven · Richmond, Virginia, USA