Does Havenly have a Happiness Guarantee?

If you’re not happy, we’re not happy.  We work tirelessly to make sure your Havenly experience is delightful. That's why we offer the Havenly Happiness Guarantee. 

We know, hiring an interior designer you’ve never met on the internet can be a little nerve-wracking. We take pride in hiring only the best designers and providing an incredible design experience online. That being said, if we don’t do a good enough job (it happens, but pretty rarely, we think) or you feel like we just can’t fit your needs, we do guarantee your happiness. 

Rest assured, if you sign up with us, and find that you are unhappy with your designs, your designer or the progress of your room project, we absolutely want to make it right!  Take a look below to see how our Happiness Guarantee works.

Full Room Package ($199/room)

• If after the Ideas Delivery phase of your project you feel that your designer isn’t quite ‘getting you,’ we will match you with a new designer to start fresh (we know we have someone perfect for you).  Because your designer begins work on the Concept phase after 24 hours, it would really help if you notify us within 24 hours of idea delivery, so that your designer doesn’t have to do extra work (everyone hates that).
• If after the Concept Delivery phase of your project you aren’t pleased with the process, we can match you with a new designer and start fresh, or, if you feel like we won’t be able suit your needs, we can also offer you a 100% refund of your original design fee.  Our designers begin work on your final layout deliverable quickly, so, to be eligible for the refund, we ask that you notify us of your choice within 3 business days of concept delivery.
• If after the final Layout Delivery phase of your project you remain unsatisfied, we can match you with a new designer, or offer you a 50% refund of your original design fee.  Why 50%? Well, at this point, you’ve completed the design project, so the designer has already done a lot of work for you - and we think it’s fair to pay her a little for her time, don’t you? Most importantly, we really want to encourage you to let us know you’re unhappy early, that way we have some time to problem solve and find you the designer that will make your home dreams come true.  If you want a refund after you’ve completed your entire project, we ask that you notify us within 3 business days of layout delivery.

Mini Room Package ($79/room)

• If after the Ideas Delivery phase of your project you feel that your designer isn’t quite ‘getting you,’ we will match you with a new designer to start fresh (we know we have someone perfect for you).  Because your designer begins work on the Concept phase after 24 hours, it would really help if you notify us within 24 hours of idea delivery, so that your designer doesn’t have to do extra work (everyone hates that).
• If after the Initial Concept Delivery phase of your project you aren’t pleased with the process, we can match you with a new designer and start fresh, or, if you feel like we won’t be able suit your needs, we can also offer you a 100% refund of your original design fee.  Our designers begin work on your final layout deliverable quickly, so, to be eligible for the refund, we ask that you notify us of your choice within 3 business days of concept delivery.
• If after the Final Concept Delivery phase of your project you remain unsatisfied, we can match you with a new designer, or offer you a 50% refund of your original design fee.  Why 50%?  Well, at this point, you’ve completed the design project, so the designer has already done a lot of work for you - and we think it’s fair to pay her a little for her time, don’t you? Most importantly, we really want to encourage you to let us know you’re unhappy early, that way we have some time to problem solve and find you the designer that will make your home dreams come true.  If you want a refund after you’ve completed your entire project, we ask that you notify us within 3 business days of final concept delivery.

Once purchased, your Havenly design fee will never expire! (We know, it’s amazing.) Whether you buy a Full or Mini package, the credit will remain available to you until you are ready to use it.  We don’t force you to start right away, either, so if you buy today and design several months from now, we are absolutely cool with that. This nifty feature applies to gift cards, too.

Because we want to offer you a lot of flexibility on redeeming your paid design, we don’t offer refunds on an unused design fee – just know that you can use us whenever you feel like you may need us!

Just like any great relationship, the best designer engagements are ones based on open and honest communication.  We encourage you to give feedback, collaborate to your heart’s desire, and (maybe most importantly) have a lot of fun while your designer creates a great look just for you.

With that said, we get it — life happens. Maybe work gets crazy, or the amazing modern farmhouse you placed an offer on doesn’t pass inspection, or you get swallowed by a sinkhole.  That’s okay, you can come back to us when you’re ready. If you do walk away from your project for 3 or more months, we want to make sure that you know your Havenly account will be deemed ‘inactive.’  That’s our way of saying that we let your designer move on to work on other projects.  This means that when you come back, we will restart your project from the beginning, potentially with a new designer.

Here’s why:

1. Havenly designers are in high demand and continue to take on new projects every week. It wouldn’t really be fair to your fellow clients for us to hold your spot while you’re off saving the world, or buying a new house, or dealing with a giant sinkhole.
2. Months have gone by, and a lot of things may have changed – in particular, a lot of the items in your original design may not be available for purchase anymore.  We start over to make sure we’re giving you a design that can actually become a reality.  

So, if things happen, and you have to take a pause, we’d be happy to help you start fresh on a new project when you’re ready. Just email us at Hello@Havenly.com.

We offer two different design packages tailored to your specific needs: the Mini Design Package ($79/room) and the Full Design Package ($199/room).

If you opt for the Mini, you can definitely upgrade to the Full Package at any point during the active design process, or, to make sure your designer is still available, within two weeks of delivery of your final concept.  Just let us know, and we’ll charge you the $120 difference.

If you opt for the Full package and decide that concepts are enough, you can choose not to move forward with the floor plan or room rendering, and convert the $120 design fee into merchandise credit towards your room. To be eligible for the credit, we ask that you notify us within 3 business days of concept delivery. 

We are committed to delivering an Instagram worthy final design you are in love with, so you’ll always be able to receive a free revision to your concepts and layouts.

However, sometimes there are little details still nagging at you, even after a revision. That’s okay, just ask your designer for help!  Our designers are a friendly bunch and genuinely want to make you happy.  You’ll find that your designer will always be open to answering questions and providing alternative products to get it exactly right.

However, if you feel like you need help that is more comprehensive than what your designer is suggesting, just email us at Hello@Havenly.com and we’ll talk through the next steps.

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If you have questions about any of the terms above, we’d more than happy to walk through them with you.