Refund policy

Refund and Returns Policy

At Oakven you have two ways to send something back: your 14-day statutory right to cancel under the Consumer Contracts Regulations 2013, and our voluntary 30-day returns policy, which gives you 30 days from the date of delivery. Your rights for faulty goods under the Consumer Rights Act 2015 apply on top of both.

Your right to cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods.

To exercise the right to cancel, you must inform us (Oakven, 1 Broughton Road, Newcastle ST5 0PQ, United Kingdom, e-mail contact@oakven.shop, phone +44 7529 494326) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay, Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you communicate your cancellation. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Your right to cancel is unconditional - it does not require our approval, original packaging or attached labels.

Model cancellation form

To: Oakven, 1 Broughton Road, Newcastle ST5 0PQ, United Kingdom, contact@oakven.shop

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

Exceptions to the right to cancel

All our products - candles, candle holders, throws, cushions, shelves and vases - are covered by the statutory right to cancel. Please note that a candle that has been lit, a shelf that has been drilled and fixed to a wall, or a textile that has been washed has been handled beyond what is necessary to establish its nature, characteristics and functioning, so we may reduce the refund to reflect the diminished value, as the regulations allow. This never applies to faulty, damaged or incorrect items, which are always covered by your rights under the Consumer Rights Act 2015.

Our voluntary 30-day returns policy

In addition to your statutory rights, you can return any item within 30 days of delivery for a refund or an exchange. For returns under this voluntary policy, items should be unused and in the condition you received them - candles unlit, textiles unwashed and shelves not fitted - and, where possible, returned in their original box.

These conditions apply only to our voluntary 30-day returns policy - your statutory rights are not affected.

How to return an item

E-mail contact@oakven.shop with your order number and the item(s) you want to return.
We aim to reply within 24 hours to confirm. Returns go to: Oakven, 1 Broughton Road, Newcastle ST5 0PQ, United Kingdom.
Pack the item securely and send it with a tracked service, keeping your proof of postage.

Return shipping costs

For change-of-mind returns you pay the cost of sending the item back. If an item is faulty, damaged in transit or not what you ordered, we cover the return postage in full and send you a prepaid label.

Refunds

Once your return arrives we inspect it and issue your refund within 5 days (Monday to Friday); for a statutory cancellation we always refund within the 14-day limit set out above. Refunds go back to your original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay). Depending on your bank or card provider, the credit can take a further 3 - 5 days (Monday to Friday) to appear on your statement.

Exchanges

Would you prefer a different scent, colour or piece? We are happy to exchange any item within 30 days of delivery, subject to availability. E-mail contact@oakven.shop with your order number and the item you would like instead; we send the replacement as soon as your return is on its way, with free delivery.

Faulty goods - your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in this policy affects these statutory rights.

Non-returnable items (voluntary 30-day policy only)

Under our voluntary policy we cannot accept returns of items that have been damaged through misuse or accidental damage after delivery, candles that have been lit, textiles that have been washed or shelves that have been drilled or fitted. This never limits your statutory right to cancel (as described above) or your rights for faulty goods.

Digital products

Oakven does not sell digital products or downloadable content.

Subscriptions

Oakven does not sell subscriptions. Every order is a single purchase with no recurring payment.

Restocking fees

We never charge restocking or handling fees on returns or exchanges.

Complaints and dispute resolution

If you are unhappy with anything, please contact our customer service first - we aim to resolve every complaint quickly and fairly. Oakven is not currently a member of an Alternative Dispute Resolution (ADR) scheme. If we cannot resolve your complaint, you can contact Citizens Advice (citizensadvice.org.uk) for free advice or use the small claims track of the county court. Nothing in these terms restricts your statutory rights.