At The Rec Haven, we value your satisfaction and are committed to providing a seamless shopping experience. Please read the policy below to understand your rights and responsibilities regarding cancellations, returns, and refunds.
1. Order Cancellation
Orders can be canceled free of charge only before they have shipped.
To request a cancellation:
📧 Email us at support@therechaven.com
📞 Call us at (484) 657-9225
Once an order has shipped, it can no longer be canceled and will be subject to the terms below.
2. Custom & Personalized Products
Custom and personalized items — including themed pinball machines, made-to-order pool tables, and other tailored products — are final sale and cannot be canceled, returned, or refunded once production has begun.
3. Return Eligibility
Most standard products are eligible for return within 30 days of delivery, provided they meet the following conditions:
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The item is unused and in original, resellable condition
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It is returned in its original packaging
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All tags, manuals, and components are included
Note: The customer is responsible for return shipping costs unless the return is due to an error or a defective product.
4. How to Request a Refund
To initiate a return and refund:
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Contact us: Email support@therechaven.com or call (484) 657-9225
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Provide order info: Include your order number, the item(s) you wish to return, and the reason
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Ship the product: Our team will provide instructions and, if applicable, a return label
Once your return is received and inspected, refunds are issued to the original payment method within 7–10 business days.
5. Exchanges
We do not process direct exchanges. To exchange a product:
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Return the original item per our return policy
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Place a new order for the desired product
6. Return Shipping Costs
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Customers are responsible for return shipping fees unless the item was defective, damaged, or incorrect
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We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages
7. Frequently Asked Questions
Q: How do I cancel my order?
A: Contact us at support@therechaven.com or (484) 657-9225 before the order ships.
Q: When will I receive my refund?
A: Within 7–10 business days of receiving your return. You’ll receive an email confirmation once processed.
Q: Do I pay for return shipping?
A: Yes, unless the return is due to our error (damaged or incorrect item).
8. Condition Requirements for Returns
To qualify for a refund, returned products must be:
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Unused and in new condition
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Free from wear, scratches, or damage
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Returned with all original parts, manuals, and packaging
9. Legal Disclaimer
This Return Policy complies with applicable consumer protection laws. Your rights may vary depending on your location. If you have questions, please contact our support team.
10. Contact Us
If you have any questions or need assistance:
📧 Email: support@therechaven.com
📞 Phone: (484) 657-9225
