Returns & Refunds
Returns & Refunds
At Oakwell Outfitters, we want you to be happy with your purchase. If something isn’t right, we’ll do our best to make the returns process straightforward.
Changed Your Mind?
For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.
To arrange a return, please contact us at:
stuart@OakwellOutfitters.co.uk
Please include your order number, name and the item you wish to return.
Please contact us before sending anything back, as some Oakwell products are dispatched by our fulfilment partners and may need to be returned to a specific address.
Condition of Returned Items
Returned products should be kept in good condition and, where reasonably possible, returned with their original packaging, labels and accessories.
You may inspect an item as you reasonably would in a shop. However, if an item has been used or handled beyond what is necessary to establish its nature, characteristics and functionality, we may be entitled to make an appropriate deduction from the refund if its value has been reduced.
Return Postage
Unless an item is faulty, damaged, incorrectly supplied, or we state otherwise, you will normally be responsible for the cost of returning an unwanted item.
We recommend using an appropriate tracked or insured delivery service, particularly for higher-value products.
Please retain proof of postage until your return has been completed.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or isn’t what you ordered, please contact us as soon as possible.
Email:
stuart@OakwellOutfitters.co.uk
Please include your order number and a description of the problem. Photographs may be helpful where an item has arrived damaged or incorrect.
Your statutory rights under UK consumer law are not affected by this policy.
Refunds
Once a return has been received and checked, we’ll process any refund that is due.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
Where you cancel your entire order under your statutory cancellation rights, any refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law. Additional delivery costs resulting from choosing an enhanced delivery service may not be refundable.
Depending on your bank or payment provider, it may take several working days for a processed refund to appear in your account.
Exchanges
If you require a different size or product, please contact us before returning the original item.
Where an exchange is possible, we’ll explain the available options. In some circumstances, the simplest option may be to return the original product for a refund and place a new order.
Products That Cannot Normally Be Returned Because You Changed Your Mind
There are certain circumstances where statutory cancellation rights do not apply, including some:
- Bespoke or personalised products
- Products made specifically to your requirements
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
- Other products excluded from cancellation rights by applicable consumer law
This does not remove your rights if goods are faulty, damaged, misdescribed or otherwise do not conform to your statutory rights.
Directly Fulfilled Orders
Some products available from Oakwell Outfitters may be dispatched directly by one of our approved suppliers or fulfilment partners.
Your purchase is still with Oakwell Outfitters.
If you need to return one of these products, please contact Oakwell Outfitters first rather than returning it directly to the manufacturer or supplier.
We’ll provide the appropriate return instructions and return address for your particular order.
Cancelling Before Dispatch
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at:
stuart@OakwellOutfitters.co.uk
We’ll try to stop the order before dispatch. However, because some products may be fulfilled automatically by our suppliers, we cannot guarantee that an order can be stopped once fulfilment has begun.
If it has already been dispatched, you may still have the right to cancel and return the goods in accordance with this policy and applicable consumer law.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights.
UK consumers have legal rights relating to goods that are faulty, not as described or not of satisfactory quality, as well as cancellation rights for many purchases made online.
For further information about consumer rights, you can visit Citizens Advice – Consumer.
Contact Us
If you have a question about a return, refund or damaged product, please contact:
Oakwell Outfitters
Email: stuart@OakwellOutfitters.co.uk
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