Refund policy

Effective date: 9 November 2026

This policy sets out how Oak & Linen ("we", "us", "our") handles returns, refunds and exchanges.

1. Return period

You may request a return or exchange within 7 days of delivery. Requests made after this period cannot be accepted.

2. Eligibility

To qualify for a return, the item must be:

Unused, unwashed and in the same condition in which you received it.
In its original packaging, free from stains, odour, pet hair, cuts or damage.
Accompanied by your order number or proof of purchase.

3. Items that cannot be returned

Rugs that have been unrolled, laid or used.
Custom-sized, altered or made-to-order items.
Items returned in a different condition from when received, or with missing parts, for reasons not caused by Oak & Linen.
Items returned more than 7 days after delivery.
Sale items: eligible for exchange only, subject to availability.
Clearance items: not eligible for return, refund or exchange.

Only full-price items are eligible for a refund.

4. Damaged, defective or incorrect items

Please report a damaged, defective, misprinted or incorrect item within 24–48 hours of delivery, with photos or an unboxing video. Once we verify your claim, we will replace the item or refund you, and Oak & Linen will cover the shipping costs.

5. How to request a return

Contact us by WhatsApp or email with your order number and photos of the item. Please do not send anything back without our written approval; returns sent without approval will not be accepted.

6. Return shipping

Unless the return is due to our error, return shipping is paid by the customer and is non-refundable. If a refund is approved, the return shipping cost is deducted from the refund. We recommend a trackable shipping service, as we cannot guarantee receipt of returned items.

7. Inspection and refunds

We inspect returned items within 1–3 working days of receiving them and will let you know by email or WhatsApp whether your refund is approved.

Approved refunds are made to your original payment method or by bank transfer within 5–10 working days. Refunds for cash on delivery orders are made by bank transfer only.

8. Exchanges

Exchanges for a different design or size depend on availability. You pay any price difference, or we refund it, as applicable. Exchanges for damaged or defective items are free of charge.

9. Late or missing refunds

If your refund has not arrived within the stated time, please check your bank account first, then contact your bank, as processing times vary. If you still need help, contact us using the details below.

10. Natural variations

The following are not defects:

Slight colour differences caused by screen settings.
Size differences of 1–2 cm.
Creases or a packing smell from rolled or folded rugs. These usually disappear within 24–48 hours of laying the rug flat.