Refund policy

Returns & Refunds Policy

At Oak Atelier, we take pride in offering thoughtfully selected furniture, home furnishings and lifestyle products. We hope you are completely satisfied with your purchase. However, if you wish to return an item, please review our returns policy below.

This policy applies to orders placed through our website, oakatelier.co.uk, including orders delivered to customers in the United States.

1. Returns — Unwanted Items

If you change your mind about a purchase, you may request to cancel or return your order within 14 calendar days of receiving your goods.

Once your return request has been approved, you have a further 14 calendar days to dispatch the item back to us.

Returns sent outside this period may not be accepted.

To request a return, please email:

oakatelieronline@gmail.com

Include your order number, the item you wish to return and the reason for your request.

Please use your order number followed by "-return" in the email subject line.

All returns must be authorised before being dispatched. Items returned without prior approval may not be accepted.

2. Return Conditions

To qualify for a return, products must:

Be unused, unassembled and uninstalled.
Be in their original condition.
Include all original packaging, protective materials, accessories and components.
Be free from damage, marks, alterations or signs of use.
Include proof of purchase or the original order number.

Customers are welcome to carefully unpack and inspect their purchases. However, products that have been used, assembled, installed or altered may not qualify for a change-of-mind return.

We recommend retaining all original packaging until you are satisfied with your purchase.

3. Return Shipping Costs

For unwanted or incorrectly ordered items, the customer is responsible for arranging and paying for return shipping.

Oak Atelier does not currently provide prepaid return labels or arrange collections for change-of-mind returns.

This includes international return shipping from the United States to our designated returns location.

We strongly recommend using a reputable, tracked and insured shipping service, particularly for large, fragile or high-value furniture.

Customers remain responsible for the safe return of goods until they are delivered to the designated returns address.

Any applicable customs charges, import duties or courier handling fees arising from a customer-arranged return are the customer's responsibility, except where applicable law requires otherwise.

Please contact us before returning an item so we can confirm the correct return instructions and destination.

4. Return Address

Approved returns should be sent to:

Oak Atelier — Returns Department

2 Worsall Road

Yarm

TS15 9DF

United Kingdom

Email: oakatelieronline@gmail.com

Please do not dispatch items before receiving return authorisation.

Returns must be delivered during normal business receiving hours, as confirmed in your return instructions.

5. Product Packaging and Condition

We ask customers to take reasonable care when unpacking and repackaging their purchases.

If an item is returned with damaged, missing or unsuitable packaging, we may deduct reasonable replacement packaging costs from the refund where permitted by applicable law.

If an item arrives damaged, incomplete or in a condition different from that originally supplied, we may make a reasonable deduction to reflect the reduction in value.

Where damage is substantial, the item may not qualify for a change-of-mind refund, subject to applicable consumer protection laws.

To help avoid disputes, we recommend photographing the product and packaging before arranging the return.

We may request photographs of the item and packaging before authorising a return.

6. Refused Deliveries and Return-to-Sender Charges

If an order is refused at delivery without an agreed reason, or is returned to us because of an incorrect delivery address, failed delivery arrangements or failure to accept delivery, additional costs may arise.

Where permitted by applicable law, we may deduct reasonable and documented costs from any refund, including:

Return-to-sender shipping charges.
Additional courier handling fees.
Redelivery costs.
Reasonable costs directly associated with the unsuccessful delivery.

These charges vary depending on the size, weight, quantity and destination of the goods.

This section does not limit your rights where goods are damaged, defective, incorrectly supplied or otherwise not delivered as agreed.

7. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, defective, incomplete or different from what you ordered, contact us promptly at:

oakatelieronline@gmail.com

Please include:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the outer packaging, where relevant.
Photographs of any damaged components.

We will review the information and advise on the appropriate resolution.

Depending on the circumstances, this may include replacement parts, a replacement item, repair or refund.

If we confirm that an item needs to be returned because it was supplied damaged, defective or incorrectly, we will provide suitable return instructions and address reasonable return shipping costs as required by applicable law.

Do not attempt to repair or modify a damaged or defective product without first contacting us.

8. Faults After Delivery or Installation

If a product develops a fault after delivery, please contact our customer service team with your order number and details of the issue.

Some products may be covered by manufacturer warranties, subject to the manufacturer's applicable terms and conditions.

Where appropriate, we may liaise with the manufacturer to arrange an inspection, replacement component or another suitable resolution.

Products returned as faulty may be inspected or tested to determine the cause of the issue.

If no defect is identified, we will discuss the findings and any proposed charges before proceeding, where permitted by applicable law.

Manufacturer warranties do not replace or restrict any rights customers may have under applicable consumer protection laws.

9. Non-Returnable Items

Certain products may not qualify for change-of-mind returns, including:

Bespoke, made-to-order or personalised products.
Items manufactured or modified to customer specifications.
Products that have been used, assembled, installed or altered.
Products that cannot be safely resold for hygiene reasons once protective seals have been removed.
Gift cards, where permitted by applicable law.
Items expressly identified as final sale, where such exclusions are legally permitted.

Sale or discounted products are not automatically excluded from returns unless clearly identified as final sale and permitted by applicable law.

These restrictions do not remove any applicable rights relating to defective, damaged or incorrectly supplied goods.

10. Refunds

Once your returned item has been received, we will inspect it and notify you whether the refund has been approved.

Where approved, refunds will be issued to the original payment method.

We aim to process approved refunds within 14 calendar days of receiving and inspecting the returned goods, or sooner where required by applicable law.

Your bank or payment provider may require additional time to make the funds available.

For change-of-mind returns, original delivery charges and any additional shipping services may be non-refundable where permitted by applicable law and disclosed at checkout.

Any applicable deductions will be explained before the final refund is processed.

If you have not received an approved refund within 15 business days, please contact us.

11. Exchanges

If you would like a different product, size, colour or finish, please contact us.

For change-of-mind exchanges, the simplest process is generally to return the original item in accordance with this policy and place a separate order.

If an item is damaged, defective or incorrectly supplied, please contact us so we can arrange an appropriate resolution.

12. International Returns — United States

Orders delivered to the United States may require international return shipping.

Customers requesting change-of-mind returns are responsible for arranging suitable shipping to the designated return address and for any applicable customs documentation.

We recommend obtaining a tracked and insured service that is appropriate for the product's dimensions, weight and value.

Please contact us before booking international return shipping.

Any return-related customs charges or fees will be handled in accordance with applicable law and the circumstances of the return.

13. Your Consumer Rights

This policy sets out Oak Atelier's standard returns procedures and voluntary change-of-mind return arrangements.

It does not exclude, restrict or override any consumer rights or remedies that cannot lawfully be waived under applicable United States federal or state law.

Where applicable law provides additional rights or requires a different refund or return procedure, those legal requirements will take precedence.