Return Policy
We take great pride in ensuring the satisfaction of all our valued customers with every purchase they make. In the rare event that you find yourself unhappy with your purchase, we are glad to assist you with an easy return within 30 days of the purchase date.
If the product is damaged or defective, we gladly offer the choice of a refund or product exchange to make things right. We ask that you photograph any damage to your product and/or the packaging it arrived in and send us the photographs via email at contact@oakspinneycarpentry.com with any other relevant information you think we should know. This information should be given within 2 days of receipt of the order.
If the customer changes their mind about their purchase, we offer refunds or exchanges. It is important to note that the customer is responsible for any shipping costs incurred to return the order.
Please note that we cannot accept returns of clearance/sale items, or custom orders (e.g. engraved or custom made in any way at the customer’s request).
To Make a Return:
- Items must still be in their original packaging
- Items must be unused in a resalable condition
- Items must not be damaged or show signs of wear or use
- To return the order to us, you need to have both your order number and invoice, and the invoice must be present with the order upon arrival back with us
- It must be no more than 30 days since you made the order
- Any free gifts or extras must also be returned
- All products that you wish to be returned must be present in the package
- You must securely package the product, reusing any packaging we delivered it in
- If you receive a damaged or defective product, please contact Oak Spinney Carpentry within 2 days of receiving it, and we will quickly assist you
- If any of the above requirements are not adhered to, we may not be able to process your return.
Who Pays for Return Shipping?
- If the product is damaged or defective, Oak Spinney Carpentry will pay for the cost of the return shipping and provide you with a prepaid shipping label to send it back easily.
- If you change your mind about purchasing the product for any reason other than damage, defect or an error of Oak Spinney Carpentry’s then you will be responsible for paying and arranging the return shipping.
In this event, we recommend that you use a tracked shipping service, as you are responsible for the product until it arrives with Oak Spinney Carpentry. In the event that the product is lost or damaged by the courier company, you will not be eligible for a refund or a product exchange.
Are Shipping Fees Refunded?
If you paid for shipping to receive your order, then your shipping costs may be refunded if the reason for the return is an error of Oak Spinney Carpentry.
How to Return a Product:
To return a product, contact us, either via email at contact@oakspinneycarpentry.com or our contact page. Make sure you include your order number and issue with the product in your message so we can quickly handle your problem.
How Long do Returns Take?
Once you have made contact, we will reply to your message within 24 hours on business days (Monday to Friday). It may take longer during weekends and holidays. At this point, we will either ask for more information or offer detailed return instructions.
Once the products are received back by Oak Spinney Carpentry and checked, we will issue your refund or product exchange within 7 days (usually the same day) and notify you of this by email. In the case of a refund, the money will be paid into the bank account that you made the purchase with. The processing time for payments varies from bank to bank and country to country and is out of the control of Oak Spinney Carpentry.
Frequently Asked Questions
Oak Spinney will accept returns for most products purchased within the last 30 days, conditions apply and are described above.
All items on general sale are eligible for return within 30 days of ordering. Custom items, e.g. engraved or custom made in any way at the customer’s request, are not eligible for return, nor are clearance or sale items.
Yes, if your purchase is damaged or defective, you are eligible to make a return for a full refund or product exchange. Please contact us via email at contact@oakspinneycarpentry.com or our contact page within 2 days of receipt of your damaged order and we will be happy to assist you. Please also provide photos of the damage to the product or the packaging so we can better assist you.
Yes, you can return a purchase that you’ve changed your mind about as long as you do so within 30 days of making your purchase. You will need to pay for any shipping costs incurred to get the products back to Oak Spinney Carpentry. You are responsible for the products until they arrive with Oak Spinney Carpentry.
To return a product, contact Oak Spinney Carpentry via email at contact@oakspinneycarpentry.com or through our contact page.
Yes, products should be sent back in the packaging they arrived in (unless the packaging is unviable due to damage) and should be unused, with no signs of wear. You should include the invoice that was sent with your order. Without this, we cannot identify who the order is associated with and therefore we may not be able to fulfill the return.
This depends on the type of return you are making. If the reason for the return is the error of Oak Spinney Carpentry, then you will receive a full refund, including any shipping fees and we will provide a prepaid shipping label to return the product back to us.
If the reason for the return is due to anything other than an error of Oak Spinney Carpentry’s, then you will be given the option of either a refund or product exchange. In this case, you will not receive any shipping costs back and you will be responsible for return shipping costs.
Once you have notified us that you would like to make a return, we will be in contact with you within 24 hours (Monday to Friday). We will provide you with instructions to make the return. Once the product has been returned to Oak Spinney Carpentry, we will issue a refund or send a replacement product within a maximum of 7 days, generally the same day we receive and check the return.
Overall, the time it takes varies depending on factors such as customer location and shipping times. Be assured that your return is important to us and will be processed efficiently.
Yes, if you change your mind after placing an order, you can exchange the item for an alternative product. You should let us know as soon as possible that you wish to change your order. If the product has not been sent with the courier, then you can avoid paying extra shipping fees. We often send our packages the next business day (unless it is a custom order) so be quick with any messages.
You can easily contact us via email at contact@oakspinneycarpentry.com or via our contact page.
Return shipping is not free for general returns.
In the very rare event that the wrong item is sent to you, please contact us immediately so we can arrange for the wrong item to be sent back to us and for the correct item to be quickly sent.
No, sale and clearance products are not eligible for returns.
Yes, sale, clearance and custom products are all non-returnable.
If the item and packaging are damaged during shipping, then this is often the responsibility of the courier and due to this it is recommendable to get shipping insurance.
If Oak Spinney Carpentry arranged and paid for the return shipping, then we will handle this issue, but the customer must make sure they properly package the item to help avoid such events. Reuse the packaging the product was sent in and adequately tape it.
If the return shipping was arranged by the customer, then any damage incurred during return shipping is the responsibility of the customer and it is recommended that you contact the courier company and make a claim as we cannot process your return.
Yes, if you have changed your mind about making a return or initiated the return in error, then please contact us as soon as possible so we can cancel the process.
As long as the item was dispatched with the courier before the 30 days expire, your return will not be impacted.
If your order is delayed in transit, we will reach out to the courier company and try to rectify the problem as quickly as possible. We may need more information from you to help get it delivered.
In the rare event that the order is lost by the courier and cannot be recovered, we will issue a refund or a product exchange.
For customer support or additional questions, you can contact us here or via email at contact@oakspinneycarpentry.com
Remember, we’re here to help.