Returns and exchanges
Voluntary right of return and exchange
For most items, we offer a voluntary 14-day return and exchange policy. This means you have 14 days after receiving your item to request a return or exchange. You can find the exact terms and conditions and the process on this page.
To initiate a return or exchange, log in to your customer account or use this link: Your customer account .
- The item must be in the same condition in which you received it: unworn, unused, with all tags attached and in the original packaging.
- You will need the receipt or other proof of purchase.
- The return must be made via your customer account or by email to Returns must be requested via returns@hafenente.de and confirmed by us. Items returned without prior registration and confirmation cannot be assigned or accepted.
- Once your return is accepted, you will receive a return label and detailed return instructions.
Send return request
- Click on the profile icon in the shop menu or Use this link: Your customer account and request a return.
- Log in to your account:
- Enter your email address in the "Email" field and then click "Continue." Open the email sent from our store in your email account and copy the six-digit confirmation code in the email. Return to the online store and enter the six-digit confirmation code.
- Click "Request a Return" for the order you wish to return.
- If your order includes more than one item, select the items you wish to return.
- Select a return reason and add a note for the store.
- Click on "Request a return".
If your return request is approved and shipping is required, you'll receive an email with shipping instructions and a return label. Once the product is returned, you'll receive a refund.
We are committed to this policy in order to continue offering our customers sustainable products at fair prices. Returns incur significant transport and packaging costs, as well as CO₂ emissions. With this flat-rate return shipping fee, we aim to encourage a more conscious approach to returns while ensuring that we can offer our sustainable product range at attractive prices.
In case of quality defects or incorrect deliveries, we will of course cover the return costs.
Damage and problems
Exceptions / Non-returnable items
- Perishable goods (e.g. food, flowers, plants)
- Custom-made or personalized items
- Hygiene products and personal care products (e.g. cosmetics)
- Hazardous materials, flammable liquids or gases
- Special offers and vouchers
Please contact us if you have any questions about a specific item.
Refunds
Once we receive and inspect your return, we will notify you of the approval of your refund. If approved, your refund will be processed within 10 business days using your original payment method. Please note that depending on your payment provider or bank, it may take additional time for the refund to be processed.
If more than 15 working days have passed since the return confirmation, please contact us at returns@hafenente.de .
- If you paid with Klarna, the refund will be made to the original payment method used.
- Klarna will refund any installments already paid; any outstanding installments or invoices will be automatically adjusted or canceled.
- Refunds are usually processed within 10 business days, but in individual cases may take up to 14 days after we have processed the return and notified Klarna.
- To avoid delayed payment deadlines or reminders, we also recommend reporting the return directly in your Klarna account or the Klarna app. This will pause any outstanding payments until the return is completed.
- Please keep the return receipt with tracking number and have it ready in case Klarna or we need proof.
- If you have any questions about your refund or your Klarna payment plan, you can contact Klarna Customer Service at any time.
A notice:
Your statutory right of withdrawal remains unaffected by these voluntary provisions and is available to you in addition. The conditions for the statutory right of withdrawal can be found in our cancellation policy.
Conditions for returns and exchanges:
To be eligible for a return or exchange, the item must be in the same condition as received, unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or other proof of purchase.
To initiate a return, you can log into your customer account and request it through our system or alternatively contact us at returns@hafenente.de .
Please note that items that are returned to us without a return being requested and accepted beforehand cannot be assigned and accepted by us.
If your return is accepted, we will provide you with a return label and instructions on how and where to send the package.
If you have any other questions about returns, you can contact us at any time via the chat on our website or at info@hafenente.de .
Damage and problems
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so we can evaluate and resolve the issue.
Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (e.g., food, flowers, or plants), custom-made items (e.g., special orders or personalized items), and personal care items (e.g., beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about a specific item.
Unfortunately, we cannot accept returns of sale items or vouchers.
Exchange
Returning the item you received is the fastest way to get the item you want. If the return is accepted, you can purchase the new item as a separate purchase.
Return costs:
In the event of a cancellation, you will bear the direct costs of returning the goods. In the event of quality defects or incorrect deliveries, we will, of course, cover the return shipping costs.
Refunds
We'll notify you once we receive and inspect your return and let you know whether or not your refund has been approved. If approved, you'll receive an automatic refund to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at returns@hafenente.de .