Refund policy
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
In plain terms: if your Oakstone product has a major defect, is unsafe, does not do what we said it does, or arrives damaged, you can choose a refund, replacement, or repair. For minor faults, we will repair or replace the product, or refund you.
2. Change of mind returns
On top of your legal rights, we accept change of mind returns when:
- The product is unused, in its original condition, and in its original packaging.
- You contact us within 30 days of delivery.
- You can provide proof of purchase.
For change of mind returns, you cover the return postage.
3. How to request a return, refund, or exchange
- Email hello@oakstoneliving.com with your order number and a description of the issue. Photos help for damage claims.
- We will confirm eligibility and send you return instructions, including the return address.
- Send the product back as instructed. Please do not return anything without contacting us first.
Refunds are processed to your original payment method within 10 business days of us receiving the item. Your bank may take a few extra days to post it.
4. Return shipping costs
- Faulty, damaged, or misdescribed items: we cover return shipping.
- Change of mind: you cover return shipping.
5. Contact
Email: hello@oakstoneliving.com
Website: www.oakstoneliving.com