Refund policy

Returns & Refund Policy

We want you to be happy with everything you buy from Oak & West. If something isn't quite right, you may request a return within 30 days of receiving your order.

Eligibility

Return requests must be made within 30 days of the date you receive your order.
Items must be unused, unwashed and in their original condition and packaging, with any tags still attached.

How to start a return

Email support@oakwest.co.uk within 30 days of receiving your order, including your order number and the item(s) you would like to return.
We will reply with return instructions. Please do not send items back without contacting us first, as we may not be able to identify your return.
Pack the item securely, unused and in its original condition and packaging, and send it back as instructed. We recommend using a tracked service and keeping proof of postage.

Return postage

Change of mind: return postage is paid by the customer.
Faulty, damaged or incorrect items: Oak & West will cover the applicable return costs. Please email us with your order number, a short description and photos where possible before sending anything back.

Refunds

Once your return has arrived and been checked, we will confirm by email and refund your original payment method. Refunds are issued within 14 days of us receiving the returned item. Depending on your bank or card provider, it may take a few additional working days for the refund to appear on your statement.

For change-of-mind returns, we refund the price of the item(s) returned. If you return your entire order within the cancellation period, we will also refund the standard delivery charge you paid. We may reduce a refund to reflect any loss in value caused by handling the item more than was necessary to establish its nature, characteristics and functioning.

Exchanges

If you would like a different size or colour, please return the original item for a refund and place a new order, or email us and we will be happy to help.

Cancellations

To change or cancel an order, please email support@oakwest.co.uk as soon as possible with your order number. If your order has not yet been dispatched, we will do our best to help.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Our 30-day returns window extends this right.

Your statutory rights

This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 in relation to faulty goods.