Refund policy

If you wish to return an item after delivery please notify us as quickly as possible, along with the reason for your return. We will accept returns up to 14 days after delivery for any reason, however, unless the item is faulty, you will be responsible for the cost of the return shipping. As soon as your returned item has been received, in exactly the same condition and using the original packaging within which it was delivered, you will receive a refund. Please note refunds can take up to 30 days.

To start a return, you can contact us at sales@oakavia.com. If your return is accepted, we’ll send you return instructions, as well as instructions on how and where to send your package or a collection will be arranged. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@oakavia.com.

Damages and issues

Please inspect your order within 72 hours of the delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us via our Contact Us page or via email at sales@oakavia.com Any damages reported after the 72 hour period maybe rejected for replacement.

  • we obtain a signature as proof of delivery. Please ensure that prior to signing, you check that the packaging is intact. We are unable to accept claims for damages where the item has not been signed for as ‘packaging intact’.
  • Damages will be replaced free of charge, including delivery costs, providing that you informed us within 72 hours of the item being delivered.
  • All damage claims must be supported by evidence in the form of 5 digital photographs which you should email to us attached to your order confirmation email.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Furniture, Designs and Characteristics

By placing an order with us, you are acknowledging the following:

  • That on occasion, we may alter the designs or sizes of pieces slightly. We cannot accept these as faults but you can return the item with all original carriage charges and collections costs being at the buyer’s expense. If the item is for a specific purpose please be sure to email ahead before ordering to check that there are no specific changes that could affect its material usage.
  • The majority of our furniture is hand crafted, and as a consequence, all sizes are offered as a guide only. We reserve the right to change specifications without prior notice.
  • By placing an order you are acknowledging that it is immediately deliverable. Please do not place an order if you don't want immediate delivery, as our routing system is automated and cannot distinguish between deliverable and non deliverable orders.
  • Due to differing screen resolutions and natural variations from batch to batch, it is virtually impossible to accurately portray the true colour of natural wood products or upholstery fabric in a web picture. With regards to our wood furniture, we endeavour to give the best portrayal of colour but we cannot accept colour or shade differences as evidence of defects. As a general rule, dark items look lighter in reality and light items look darker. A close match is more likely if two or more items are purchased at the same time because they will come from the same batch. In terms of upholstery fabric, we highly recommend that you contact us to obtain a sample prior to purchasing if an exact colour match is required.
If you wish to return an item because of a shade difference or any other reason, we are willing to offer a refund as long as we are informed within 14 days. However, original carriage charges and collection costs will be deducted from the refund amount and the returned item must be resalable as 'brand new' as per our terms.

Cancellation by Us
We reserve the right not to accept any order request if:
  • We have insufficient stock to deliver the goods you have ordered
  • We are unable to deliver to the delivery address on the order because it is not within our network coverage
  • One or more of the goods ordered was incorrectly described or priced on the website
  • The payment transaction is not authorized
If we do cancel your contract we will notify you by e-mail and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 30 days of the cancellation of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Unforeseen Circumstances

  • While every effort is made by us to meet your needs, we can accept no responsibility for any extended liabilities caused by delays or late deliveries. Due to the nature of our industry and all of our factories being located in the far East, it is not uncommon to suffer production and shipping delays. Cancellations or variations may also be necessary as a result of, but not limited to Acts of God, war, strike, lockout, labour dispute, fire, flood, drought, weather or other causes beyond our direct control.

Complaints and Remarks

  • If you have a complaint or a particular remark to make please do not hesitate to contact us immediately by e-mail.
  • Any complaint will be dealt with fairly, effectively and confidentially. You will receive a formal written response from us within 10 days. Your statutory rights as a consumer are unaffected.