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Overview
Theater Haven accepts eligible change-of-mind returns requested within 30 calendar days after delivery. A 15% restocking fee applies to eligible change-of-mind returns, and the customer pays return shipping or freight. We inspect returned merchandise and issue the applicable refund within 10 calendar days after receipt.
Some products have shorter supplier return windows, disclosed on the product page before purchase; terms may change for future purchases, while the terms in effect when you ordered continue to apply.
Our Easy Return Process provides clear instructions and assistance. Damaged, defective, incorrect, or materially misdescribed products are handled separately from change-of-mind returns. Nothing in this policy limits applicable consumer rights.
1. When a Return Is Eligible
You may request a change-of-mind return within 30 calendar days after the item is delivered, unless a shorter product-specific window was clearly disclosed before purchase. Eligible merchandise must be unused, unassembled, complete, and in its original packaging. Opening packaging solely to inspect the product is permitted.
Requests concerning damage, defects, incorrect merchandise, incomplete orders, or items materially not as described are reviewed separately. A supplier's voluntary return rules do not remove applicable consumer rights.
2. Return Request Windows and Deadlines
Standard return window: 30 calendar days after delivery. Contact Theater Haven within this period to request authorization. For separately delivered items, the period starts on each item's delivery date.
Some products have shorter supplier return windows, disclosed on the product page before purchase. If no shorter window was disclosed, our standard 30-day request window applies.
After authorization, ship the item or make it available for an arranged freight pickup within 14 calendar days. If our arranged carrier cannot collect within that period, contact us and we will coordinate the pickup without penalizing you for our carrier's delay.
Report damage, missing parts, or delivery problems promptly so we can preserve evidence and coordinate a remedy. These reporting requests do not restrict rights that cannot lawfully be limited.
3. Change-of-Mind Returns
A change-of-mind return includes returning an unwanted product, an unsuitable size or configuration, or an item you no longer wish to keep when no defect or fulfillment error is involved.
Eligible items must meet the condition requirements in Section 7 and the request deadline in Section 2. A 15% restocking fee applies to the returned merchandise price after discounts and excluding tax. The customer is responsible for return shipping or freight.
Contact us for authorization before shipping. We will provide the return destination, shipping or pickup instructions, and any arranged transportation charge before you authorize that transportation.
4. Items With Special Conditions or Return Restrictions
Some merchandise may have special voluntary-return restrictions based on its product configuration, condition, supplier arrangement, shipping method, or other relevant characteristics. Examples that may require specific treatment, if applicable to the product and properly disclosed, include made-to-order or customized merchandise, unusually large freight items, products sold in a specifically identified condition, and items that cannot meet the condition requirements of an accepted voluntary return.
A product is not automatically excluded merely because it is large, expensive, shipped by freight, or sourced through an independent supplier. The specific conditions and disclosed terms determine how a voluntary return is assessed.
Any special restriction must be considered together with the rights a customer retains for products that are defective, damaged, incorrectly delivered, not as described, or otherwise subject to a legal remedy.
5. How to Request a Return
Begin by contacting Theater Haven customer support at help@theaterhaven.com, or by locating the relevant purchase in your Theater Haven customer account. You can also reach us by telephone or through our Customer Service page.
Include the order number, item or product name, the reason for the request, and a brief description of the situation. If your request concerns damage, a missing part, a wrong item, or a defect, include photographs or other relevant evidence where reasonably available.
We will identify the relevant order and product terms, review the circumstances, and explain the next steps, including whether supplier or carrier coordination is necessary. Do not send the product to an address or carrier without return instructions.
6. Return Approval and Written Instructions
After reviewing a request, Theater Haven will inform you of the available resolution and, where applicable, provide return authorization or written instructions. Instructions may specify the permitted return location, required packaging, label or freight pickup arrangements, deadlines, inspection conditions, and any confirmed charges.
Submitting a request does not, by itself, confirm that a voluntary return is approved. Likewise, a return-label request does not guarantee that an exchange or refund has been authorized. We will explain the applicable determination and options.
Do not ship merchandise to Theater Haven's business mailing address or to a supplier or manufacturer address that has not been expressly designated for your particular return.
7. Packaging, Condition, and Accessories
Eligible change-of-mind returns must be unused, unassembled, complete, and in original packaging, including protective materials, hardware, instructions, remote controls, cords, cushions, accessories, and tags supplied with the item. Opening packaging solely to inspect the item does not by itself make it ineligible.
Used, assembled, modified, customer-damaged, or incomplete merchandise does not qualify for our standard change-of-mind return. Contact us if you are unsure about an item's condition before arranging a return.
For damaged, defective, or incorrectly supplied merchandise, contact us before repackaging or discarding materials. We will provide appropriate instructions. These change-of-mind condition requirements do not eliminate applicable remedies for a product problem.
8. Freight Furniture and Oversized Returns
Recliners, sofas, sectionals, entertainment centers, and other large items may require specialized freight pickup, appointments, protective packaging, palletization, or carrier handling. The available return method may depend on the original supplier, product dimensions, weight, address, and delivery service.
Where a return is approved, we will advise whether collection is arranged, a return label is supplied, or another method applies. Freight returns may involve expenses different from the standard delivery service used to deliver the original order.
Do not independently arrange freight transport or leave furniture available for pickup without receiving the relevant instructions. Unauthorized handling may complicate delivery confirmation, damage review, or refund processing.
9. Responsibility for Return Shipping
Change-of-mind returns: The customer pays actual return shipping or freight. If we arrange a label or freight pickup, we disclose the transportation charge and whether it is paid separately or deducted from the refund before you authorize the arrangement.
Confirmed damage, defect, incorrect merchandise, or material misdescription attributable to Theater Haven or its supplier: No restocking fee or customer-paid return transportation applies to an authorized return for that issue. Contact us so we can arrange the appropriate resolution.
Included standard outbound delivery is not deducted from an eligible return refund. Optional upgraded delivery or completed services may be nonrefundable when that treatment was disclosed before purchase and is permitted by law.
10. Restocking and Other Return Charges
A 15% restocking fee applies to eligible change-of-mind returns. It is calculated on the price actually paid for the returned merchandise after discounts and excluding tax. For example, the restocking fee on returned merchandise purchased for $2,000 is $300.
Return shipping or freight is separate from the restocking fee and is the customer's responsibility for change-of-mind returns. We do not add undisclosed supplier restocking or handling fees on top of the 15% charge.
No restocking fee applies to an authorized return for confirmed damage, defect, incorrect merchandise, or material misdescription attributable to Theater Haven or its supplier. Applicable consumer rights remain unaffected.
11. Inspecting a Delivery
When merchandise arrives, inspect the cartons, packaging, item count, and visible condition as soon as reasonably practical. For a freight shipment, examine the exterior packaging and accessible merchandise before acknowledging delivery when the carrier allows it.
If visible damage is present, note it with the carrier when possible, take photographs of damaged packaging and the affected area, and contact Theater Haven promptly. Retain the packaging and delivery documents while the situation is reviewed. Do not discard damaged materials or attempt a return shipment before obtaining instructions.
Signing a delivery receipt, failing to note damage immediately, or unpacking after the carrier leaves does not automatically eliminate rights that cannot lawfully be excluded.
12. Damage Discovered After Delivery
Some damage may become apparent only after a carton is opened, furniture is unwrapped, or components are assembled. If you discover concealed damage, contact us promptly with your order information, photographs of the merchandise and packaging where available, and a description of when and how the damage was discovered.
We may coordinate with the carrier, supplier, or manufacturer to determine whether inspection, replacement parts, a replacement item, repair, return, or refund is appropriate. Preserve relevant packaging and components until we provide further direction where reasonably possible.
We will consider the facts of the order and any applicable legal rights instead of treating the absence of a delivery-damage notation as an automatic rejection.
13. Defective, Incorrect, and Incomplete Orders
If you receive merchandise that is defective, different from the product ordered, materially not as described, or missing significant parts or components, contact Theater Haven with your order number and a description of the problem.
Depending on the situation, we may arrange verification, replacement components, repair assistance, a corrected shipment, an exchange, a return, or a refund as required or permitted by law and the relevant transaction terms. We may request reasonable supporting information, such as photographs or product identifiers.
We distinguish these claims from ordinary change-of-mind returns. A supplier's voluntary return restrictions do not eliminate mandatory legal remedies for nonconforming goods.
14. Delivery Refusal and Unsuccessful Delivery
If a shipment cannot be delivered because of an incorrect address, inaccessible location, missed required appointment, or refusal unrelated to a documented delivery problem, the carrier or supplier may impose additional handling, storage, redelivery, or return freight costs. Responsibility for such costs depends on the circumstances, the terms disclosed for the purchase, and applicable law.
If you notice a delivery problem or need to change arrangements, contact us as early as possible so that we can explore available options.
If you consider refusing a delivery because of damage, incorrect merchandise, or another fulfillment issue, document the reason and contact Theater Haven promptly. We will review the situation and applicable remedies rather than automatically treating every refusal as a voluntary return.
15. Order Changes and Cancellations
Contact us promptly if you need to cancel or change an order. Whether a voluntary change or cancellation can be completed depends on the status of payment processing, supplier acceptance, packing, dispatch, and freight arrangements, together with the terms applicable to the order and any legal rights.
Once an item has entered preparation, customization, or shipping, the supplier may no longer permit an ordinary cancellation or may impose lawfully disclosed charges. We will check the order's status and explain the available options.
Where Theater Haven is unable to fulfill an accepted purchase, or where cancellation is required by applicable law, we will process the appropriate refund and comply with applicable refund deadlines. A supplier's internal cancellation policy does not reduce legal rights.
16. Shipping Delays, Non-Delivery, and Lost Orders
Estimated arrival dates and expected shipment dates are not identical. Shipping times may depend on supplier processing, carrier transit, item availability, freight scheduling, and the delivery location. If an order cannot be shipped within an applicable promised time, we will provide notice and any legally required options to agree to a delay or cancel and obtain a prompt refund.
If we determine that an order cannot be supplied, or we must cancel it, we will arrange any refund required by law. If tracking indicates delivery but merchandise is missing, contact us promptly so that we can investigate available delivery records, address information, and carrier evidence.
This policy does not limit applicable protections for unshipped or undelivered merchandise under the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule or other consumer-protection laws.
17. Exchanges and Replacement Merchandise
Exchanges for a different size, configuration, model, color, or item are available only where the relevant product and supplier can support the exchange and the applicable terms permit it. Inventory availability, supplier approval, price differences, and delivery arrangements may affect the options.
If a product is defective, damaged, or incorrectly supplied, a replacement or corrective shipment may be one of the remedies considered. When a replacement is not possible or a different remedy is legally required, we will explain the available resolution.
Do not place a replacement order or return the original item based on an assumed exchange. Wait for instructions about the appropriate order and shipping process.
18. Refund Approval and Processing
For an eligible authorized return, Theater Haven will inspect the merchandise and issue the applicable refund within 10 calendar days after the item is received at the authorized return destination. This period includes inspection and refund processing. We will notify you when the refund is issued or explain any eligibility concern and available resolution.
Refunds are issued to the original payment method when supported by the provider, unless another method is legally required or agreed. Your bank, card issuer, or financing provider may take additional time to post the refund after we issue it.
Where applicable law requires an earlier refund, including for qualifying canceled unshipped orders, we will meet that deadline. Supplier reimbursement delays do not extend our stated processing period for an eligible refund.
19. Refund Amounts, Deductions, and Partial Returns
For eligible change-of-mind returns, the merchandise refund is the amount actually paid for the returned item after discounts, less the 15% restocking fee and any agreed return transportation charge that is deducted rather than paid separately. Applicable refundable taxes are adjusted as required.
Included standard outbound delivery is not deducted. Optional delivery upgrades or completed services may be nonrefundable only when disclosed before purchase and permitted by law. We will identify deductions in the refund breakdown and will not charge return transportation twice.
For partial returns and multi-item promotions, discounts are allocated to the returned items as applicable. Returns for confirmed supplier or Theater Haven product errors are handled under Sections 9 and 10. Legally required refunds will not be reduced by unlawful deductions.
20. Multiple Suppliers and Split Shipments
Orders containing items from multiple suppliers may be shipped, delivered, or returned separately. One item may qualify for a voluntary return while another has different conditions. Different carriers or return destinations may apply, and return instructions may need to be issued for each product.
We will review each affected item according to its purchase terms and applicable customer rights. Do not combine merchandise from different suppliers in a single return shipment unless our instructions expressly permit that arrangement.
21. Financing, Installments, and Payment Disputes
If a purchase was made through an installment or financing provider, the provider's agreement may govern how refunds affect payment schedules, loan balances, or outstanding installments. Theater Haven may initiate an eligible refund through the transaction processor, but the financing provider may require time to update its records.
For questions about an active installment plan, contact the financing provider in addition to contacting us about the underlying order. Nothing in this policy prevents customers from exercising payment dispute or chargeback rights that are available under applicable law.
22. Manufacturer Warranties and Repairs
Return rights, delivery damage claims, manufacturer warranties, and repair requests are related but different processes. Warranty coverage, if offered, depends on the particular product and the valid manufacturer or supplier warranty terms. Such warranty provisions do not replace rights provided by applicable consumer-protection law.
For a product issue arising after delivery, contact Theater Haven with your order and product details. We will help identify the applicable service or warranty process where available. Do not independently ship merchandise for warranty service without the relevant authorization or instructions.
23. Return Status, Assistance, and Disputes
To follow up on a request, email help@theaterhaven.com with your order number and the nature of the issue. We can review available supplier, carrier, approval, and payment records to explain the current status and next steps.
If you disagree with a decision or believe an applicable legal right has not been addressed, explain the concern and provide any relevant order evidence. We will review the information and advise you of available resolution options. Nothing in this procedure requires you to give up statutory remedies.
24. Consumer Rights and Policy Changes
This policy is subject to applicable laws governing consumer sales, online orders, delivery, warranties, unfair trade practices, and legally required refunds. Nothing in it excludes or restricts non-waivable rights, including remedies for defective or misdescribed goods, an order that cannot be shipped as required, or an unlawful failure to refund.
We may update our return procedures when supplier relationships, operational processes, or legal requirements change. A later website update will not retroactively eliminate rights or binding return conditions applicable to an earlier purchase. Customers should retain the relevant order confirmation and terms presented when ordering.
25. Contact and Return Requests
For assistance with a return, refund, cancellation, delivery problem, defective item, or exchange, contact:
- Business: Theater Haven
- Support email: help@theaterhaven.com
- Telephone: (269) 718-3399
- Website: theaterhaven.com
- Customer Service page: theaterhaven.com/pages/contact
- Returns & Exchanges assistance: theaterhaven.com/pages/returns-exchanges
- Business mailing address: 126 E Kilgore Road, STE 400, #497, Portage, Michigan 49002, United States
Important: The business mailing address above is for correspondence only. Do not send returned merchandise to that address. Any approved return must be sent to the address or carrier specifically identified in the instructions for your order.