Terms of Service

Last updated: 30 August 2026

1. Overview

Welcome to Haven & Loom.

These Terms of Service apply when you visit our website, purchase our products, or otherwise use our services.

Throughout these Terms, “Haven & Loom,” “we,” “us,” and “our” refer to Haven & Loom and the business operating this store.

Our online store is powered by Shopify, which provides the ecommerce platform we use to offer our products and services.

By using our website or placing an order, you agree to these Terms, together with our Privacy Policy, Shipping Policy and Returns & Refunds Policy.

Nothing in these Terms is intended to exclude, restrict or modify any rights you have under the Australian Consumer Law or any other rights that cannot legally be excluded or limited.

2. Using Our Website

You may use our website only for lawful purposes.

You must not misuse the website, attempt to interfere with its operation or security, introduce malicious software, access areas you are not authorised to access, or use automated systems to improperly copy or extract content from our website.

If you create a customer account, you are responsible for keeping your account information and login details secure.

Information you provide when placing an order or creating an account must be accurate and current.

3. Our Products

We take reasonable care to ensure that product descriptions, photographs, specifications, colours and other information displayed on our website are accurate.

However, colours and appearance may vary slightly depending on your screen, device settings, lighting and normal manufacturing variations.

We may update product information, introduce new products or discontinue products from time to time.

Nothing in this section affects your rights where a product does not match its description, is faulty, is unsafe, is not fit for its stated purpose or otherwise fails to meet a consumer guarantee.

4. Orders

When you place an order, you are requesting to purchase the products shown in your order.

After placing your order, you may receive an order confirmation acknowledging that we have received it.

We may cancel or decline an order where reasonably necessary, including where a product is unavailable, there is an obvious pricing or listing error, payment cannot be authorised, or we reasonably suspect fraudulent activity.

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled item or order.

Please review your order carefully before submitting it. If you need to change or cancel an order, contact us as soon as possible. Once an order has entered fulfilment or been dispatched, changes may no longer be possible.

5. Prices and Payment

Prices displayed on our website may vary depending on your location and selected currency.

Any charges payable directly to Haven & Loom, including applicable shipping charges, taxes or other mandatory charges, will be displayed as required before you complete your purchase.

Where international orders may be subject to customs duties, import taxes or charges imposed separately by the destination country, these may be the customer's responsibility where applicable and disclosed.

Prices, promotions and discounts may change from time to time. However, changes will not affect an order that we have already accepted unless required by law or agreed with you.

We use Shopify and third-party payment providers to securely process transactions.

Businesses must provide consumers with clear and accurate pricing, and unavoidable charges payable to the business generally need to be included in the total price displayed.

6. Shipping and Delivery

Estimated delivery timeframes are provided on our Shipping Policy page.

Delivery estimates are not guarantees, and circumstances outside our reasonable control, including courier delays, customs processing, severe weather or transportation disruptions, may affect delivery times.

However, this does not remove any rights you may have under applicable consumer law.

If we become aware that we cannot provide your order within the promised timeframe or within a reasonable period, we will work with you to provide an appropriate solution as required by law.

Importantly, I removed the old clause saying risk of loss passes to the customer as soon as the parcel is handed to the carrier. The ACCC says that where a paid product cannot be supplied on time or within a reasonable period, the business may still need to provide a solution.

7. Returns, Refunds and Consumer Guarantees

Haven & Loom offers eligible products a 30-Day Risk-Free Trial in accordance with our Returns & Refunds Policy.

Our 30-day trial is an additional benefit and does not replace or limit any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

Under the Australian Consumer Law, products come with consumer guarantees that cannot be excluded. Depending on the circumstances, customers may be entitled to a repair, replacement, refund or other remedy where a product fails to meet those guarantees.

Your statutory consumer rights may continue beyond our 30-day trial period.

This distinction is important. The ACCC specifically states that store return policies and warranties operate in addition to, rather than instead of, consumer guarantees.

8. Promotions and Discount Codes

From time to time, Haven & Loom may offer sales, promotional offers or discount codes.

Promotions may be subject to additional conditions including eligibility requirements, minimum purchases, expiry dates or restrictions on combining offers.

Where specific promotional terms conflict with these general Terms, the specific promotional terms will apply to that promotion, subject always to applicable law.

We may refuse the improper or fraudulent use of promotional offers.

9. Intellectual Property

Unless otherwise stated, the content on the Haven & Loom website, including our branding, logos, product photography, graphics, text, designs and website content, is owned by or licensed to Haven & Loom.

You may access our website for your own personal and non-commercial use.

You must not reproduce, distribute, commercially exploit, modify or use our protected content without permission except where permitted by law.

Third-party trademarks and content remain the property of their respective owners.

10. Reviews and Customer Content

If you voluntarily submit a product review, photograph, comment or other content to Haven & Loom, you confirm that you have the right to provide that content.

You give Haven & Loom permission to display and use that content in connection with our website, products and marketing, subject to applicable privacy and consumer laws.

We may remove content that is unlawful, fraudulent, abusive, misleading or infringes another person's rights.

We will not knowingly manipulate customer reviews in a manner that would mislead consumers.

11. Third-Party Services

Our website may use or link to services operated by third parties, including Shopify, payment processors, shipping providers and other service providers.

Those third parties may have their own terms and privacy policies.

Where you choose to access a third-party website or service outside our control, Haven & Loom is not responsible for that third party's independent practices.

12. Shopify

Our store is hosted using Shopify.

Purchases made through this website are transactions between you and Haven & Loom, not Shopify.

Shopify provides the technology and ecommerce infrastructure that enables us to operate the store and may process certain information as described in our Privacy Policy and Shopify's own privacy policies.

13. Privacy

We handle personal information in accordance with our Privacy Policy and applicable privacy laws.

Our Privacy Policy explains the types of information we collect, why we collect it, how it may be shared and the rights that may be available to you.

14. Website Errors and Availability

We aim to keep information on our website accurate and up to date.

Occasionally, information may contain genuine errors relating to product descriptions, availability, promotions, pricing or other details.

Where an obvious error occurs, we may correct the information and, where appropriate and permitted by law, contact you regarding an affected order.

Nothing in this section allows us to avoid obligations arising under applicable consumer law or to engage in misleading or deceptive conduct.

15. Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot legally be excluded or limited.

To the extent permitted by law, Haven & Loom is not responsible for loss caused solely by circumstances outside our reasonable control where we have complied with our legal obligations.

Any limitation in these Terms applies only to the extent permitted by applicable law.

16. Changes to These Terms

We may update these Terms from time to time to reflect changes to our website, products, business operations or legal requirements.

The latest version will be published on this page with an updated “Last updated” date.

Changes will generally apply prospectively and will not remove rights relating to orders already accepted unless permitted by law.

17. Severability

If any part of these Terms is found to be unlawful or unenforceable, that provision will apply only to the maximum extent permitted by law.

The remaining provisions will continue to apply.

18. Governing Law

These Terms are governed by applicable Australian law, including the Australian Consumer Law.

Nothing in this section limits any rights you may have under mandatory consumer protection laws that apply to you.

19. Contact Us

If you have questions about these Terms, an order or any of our policies, please contact us.

Email: havenandloom.support@gmail.com
Business Name: Haven & Loom