Return and Refund Policy

Last updated: September 16, 2026

This Return and Refund Policy applies to purchases made through https://oakseren.com.

oakseren accepts eligible returns requested within 30 calendar days after delivery, subject to the conditions below and any mandatory rights available under applicable consumer law.

Please review this Policy before returning an item.

1. Return Eligibility

To qualify for a return under our voluntary 30-day return policy, the item must generally be:

• Unworn, unused, and unwashed;

• In the same condition in which it was received;

• Returned with all original tags, accessories, manuals, and packaging, where applicable; and

• Accompanied by the order number or other proof of purchase.

Trying on an apparel item solely to confirm fit does not make it used, provided it remains clean, has not been worn beyond what is reasonably necessary to check fit, and retains its original tags.

Nothing in this section limits statutory rights relating to faulty, damaged, misdescribed, unsafe, or otherwise non-conforming goods.

2. How to Request a Return

To request a return, contact us within 30 calendar days after delivery at:

Email: machucagaddy54@hotmail.com

Please include:

• Your full name;

• Your order number;

• The item or items you wish to return;

• The reason for the return; and

• Clear photographs or video if the item is damaged, defective, incorrect, or materially different from its description.

We will review your request and, where appropriate, provide return instructions and the correct return address.

Returns are accepted by mail only.

Do not send merchandise to our published business address or to an address shown on the original parcel unless oakseren specifically provides or authorises that address in writing.

Unauthorised returns may be delayed until the shipment can be properly identified and processed.

After receiving authorisation for a voluntary return, please send the item within 14 calendar days and retain the tracking receipt until the return has been completed.

3. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Damaged, Defective, Incorrect, or Materially Misdescribed Items

oakseren will cover reasonable approved return shipping costs where we confirm that an item:

• Arrived damaged;

• Is defective;

• Is materially different from its description; or

• Is different from the item ordered.

Where a return is required, we may provide a prepaid return label or other written return instructions.

Please do not purchase return postage before receiving our instructions unless we specifically authorise it in writing.

Preference-Based Returns

For preference-based returns under our voluntary 30-day return policy, the customer is generally responsible for return shipping costs.

Examples include:

• Change of mind;

• Ordering the wrong size;

• Ordering the wrong colour;

• Fit concerns; or

• No longer wanting the item.

Customers may use a trackable postal or courier service unless our instructions specify otherwise.

Approved returns are not subject to a separate restocking fee.

We do not reimburse unauthorised postage, premium or expedited return services, or packaging expenses unless applicable law requires otherwise.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect, incomplete, or with an item missing, contact us as soon as reasonably possible at:

machucagaddy54@hotmail.com

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs or video of the affected product;

• A photograph of the shipping label; and

• Photographs of the packaging where relevant.

After reviewing the information, we will provide an appropriate resolution in accordance with the circumstances and applicable law.

Depending on the situation, this may include:

• Repair;

• Replacement;

• Sending the correct or missing item;

• Price reduction;

• Refund; or

• Another remedy required by applicable law.

oakseren will cover approved return shipping costs where a return is required because of our error or a verified product defect.

5. Non-Returnable Items

The following items are generally not eligible for return under our voluntary return policy unless they are defective, incorrect, or a return is otherwise required by applicable law:

• Gift cards;

• Personalised, customised, or made-to-order goods;

• Items clearly marked “Final Sale” before purchase;

• Worn, washed, altered, damaged, or incomplete items;

• Items without original tags where tags were supplied;

• Opened personal-care or hygiene-sensitive products;

• Underwear, swimwear, or similar hygiene-sensitive items where an applicable protective seal or hygiene liner has been removed; and

• Hazardous materials, flammable liquids, gases, or goods restricted from return shipment.

Discounted or promotional items remain eligible under our voluntary policy unless they were clearly marked “Final Sale” before purchase.

A “Final Sale” designation does not remove statutory rights that cannot legally be excluded.

In particular, statutory rights concerning faulty, misdescribed, or otherwise non-conforming goods remain unaffected.

6. Exchanges

We do not guarantee direct exchanges because product availability may change.

For preference-based changes, such as selecting a different size or colour, the most reliable option is generally to return the eligible product and place a new order.

If you received a damaged, defective, or incorrect product, please contact us before placing another order so that we can provide the appropriate resolution.

7. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at:

machucagaddy54@hotmail.com

Please include your order number.

We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once processing or fulfilment has begun.

If oakseren cancels an order after payment has already been captured, the applicable amount will be refunded to the original payment method.

If the order has already shipped, our Return and Refund Policy and any applicable statutory cancellation rights will apply.

Nothing in this section limits mandatory consumer cancellation rights.

8. UK Statutory Right to Cancel Online Orders

Where UK distance-selling rules apply, consumers purchasing eligible goods online generally have a statutory right to cancel the contract without giving a reason.

For most eligible goods:

• You generally have 14 calendar days after receiving the goods to tell us that you wish to cancel; and

• After notifying us, you generally have a further 14 calendar days to send the goods back.

To exercise this right, clearly inform us of your decision to cancel before the applicable cancellation period expires.

You may contact:

machucagaddy54@hotmail.com

No particular wording is required as long as your communication clearly states your decision to cancel the applicable purchase.

This statutory cancellation right exists independently of oakseren's voluntary 30-day return policy.

9. Exceptions to the UK Statutory Cancellation Right

Certain goods may be exempt from the statutory change-of-mind cancellation right where applicable law permits.

Examples may include:

• Personalised or custom-made goods;

• Perishable goods;

• Sealed goods unsuitable for return for health or hygiene reasons after the seal has been broken;

• Unsealed software, CDs, DVDs, or similar sealed media; and

• Other goods or services falling within a statutory exception.

A statutory exception to cancellation does not remove rights relating to goods that are faulty, misdescribed, or otherwise legally non-conforming.

10. Cost of Returns Under the UK Statutory Cancellation Right

Where the statutory cancellation right applies to a change-of-mind return, the customer generally bears the direct cost of returning the goods if the customer was properly informed of that responsibility before entering into the contract.

oakseren will cover the return cost where:

• Goods are faulty;

• Goods are damaged in circumstances for which oakseren is responsible;

• The wrong goods were supplied;

• The goods were materially misdescribed; or

• Applicable law otherwise requires us to bear the cost.

11. Return Inspection and Handling

Once a returned item is received, we may inspect it to determine its condition.

For our voluntary return policy, items should not show use or handling beyond what is reasonably necessary to inspect or try the product.

For a UK statutory cancellation, consumers may generally handle goods in a manner reasonably necessary to establish their nature, characteristics, and functioning, similar to how they could inspect goods in a shop.

Where permitted by law, reimbursement may be reduced to reflect diminished value caused by handling beyond what is reasonably necessary.

Any lawful deduction will be communicated to the customer.

12. Refunds for Voluntary 30-Day Returns

For an approved return made under oakseren's voluntary 30-day return policy, we will normally issue the refund to the original payment method within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the credit.

If more than 15 business days have passed since we confirmed that an approved voluntary refund was issued, please contact:

machucagaddy54@hotmail.com

Please include your order number.

13. Refunds Following a UK Statutory Cancellation

Where an applicable UK statutory cancellation right has been validly exercised, we will provide reimbursement within the timeframe required by law.

For returned goods, this will generally be no later than 14 days after we receive the goods back, or after you provide evidence that the goods have been returned where applicable.

Refunds will generally be made using the same payment method used for the original transaction unless another method is expressly agreed.

14. Original Delivery Costs

oakseren provides free standard outbound shipping where stated on https://oakseren.com.

Where standard delivery was free, there is no standard outbound shipping amount to reimburse.

If you paid a delivery charge and an applicable UK statutory cancellation right requires that charge to be refunded, we will reimburse the amount corresponding to the least expensive standard delivery method offered for the order.

Any additional amount paid solely because you selected:

• Express delivery;

• Expedited delivery;

• Premium delivery; or

• Another more expensive delivery option

generally does not have to be refunded above the cost of standard delivery, unless applicable law requires otherwise or the return results from our error.

15. Refund Amount

Approved voluntary refunds generally cover the amount actually paid for the accepted returned product, including applicable item-related taxes that are refundable by law.

No separate restocking fee is charged for approved returns.

Any permitted deduction for diminished value or customer-caused damage will be made only where legally permitted and will be communicated to the customer.

16. UK Rights for Faulty or Misdescribed Goods

Nothing in this Policy limits rights available under applicable UK consumer law.

Goods sold by oakseren should be:

• As described;

• Of satisfactory quality; and

• Fit for their intended purpose where applicable.

Where goods are faulty, misdescribed, or otherwise fail to meet applicable legal requirements, consumers may be entitled to statutory remedies.

Depending on the circumstances, these may include:

• Refund;

• Repair;

• Replacement;

• Price reduction; or

• Another remedy required by law.

These rights exist independently of oakseren's voluntary 30-day return policy.

The end of our voluntary return period does not automatically end statutory rights relating to faulty goods.

17. Proof of Purchase

We may request reasonable proof that the product was purchased from oakseren.

Proof of purchase may include:

• Order confirmation;

• Order number;

• Receipt;

• Payment record; or

• Other reasonable evidence of purchase.

Nothing in this section requires a particular form of proof where applicable law allows another reasonable method.

18. Mandatory Consumer Rights

Nothing in this Return and Refund Policy excludes, restricts, or waives any consumer right or remedy that cannot legally be limited.

If applicable UK or other consumer-protection law provides rights that are more favourable than this Policy, those mandatory rights will continue to apply.

19. Contact Us

For questions about returns, refunds, cancellations, damaged goods, defective products, or incorrect orders, please contact:

oakseren

Website: https://oakseren.com
Email: machucagaddy54@hotmail.com
Phone: +44 7970 686773
Business Address:
Flat 3, 14 Florence Road
London
W5 3TX
United Kingdom

Important: The business address above is not automatically our merchandise return address.

Please do not send returned merchandise to this address unless oakseren specifically provides or authorises this address in written return instructions.