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Refund Policy

We hope that you are delighted with your purchase from Oak & Ash Home. However, if you are unhappy with your purchase, you can return them within 14 days of receipt for a replacement or refund. Goods must be in the same condition as they were despatched to you. If this is not the case, your refund may be affected. Oak & Ash Home will refund the postage costs if the return is a result of an error made by Oak & Ash Home in fulfilling your order.

In the case of faulty or damaged parts, these will be replaced in the first instance unless the whole item is being returned for a refund.

To make a return, please send the items together with your delivery note and a covering letter outlining the reason for return.

Goods can be returned to our store for a refund, exchange or credit (for use in-store only). You will need to show your order confirmation as proof of purchase. Goods can also be returned directly to our warehouse with your packing slip to the address below:

Oak & Stone Building Ltd T/A Oak & Ash Home.

If returning by post, the parcel and its contents are your responsibility until they are received at our warehouse. The cost of returning the goods is at your expense. This does not affect your statutory rights. We recommend using a registered postal service and retaining the proof of postage as we may require signed proof of delivery. Oak & Ash Home is not responsible for returned goods being lost or damaged in transit. If you require Oak & Ash Home to arrange a collection then a charge will be incurred for each consignment. The charge will be deducted from the refund amount when processed. Please contact our Showroom sales staff on 01455 552 552 should you require this collection service.

*Restrictions – we are unable to offer a refund or exchange on bespoke or made-to-order items.

Damaged / Faulty / Missing Goods:

Please check your purchase as soon as it is delivered and, in the unlikely event that your order arrives damaged, please email info@oakash.co.uk or call 01455 552 552 immediately. We will then arrange collection of the goods and organise a replacement to be sent out to you at the earliest opportunity. Customers must notify the Company within 24 hours of any damage, defect, shortage or discrepancy between the goods ordered and the goods delivered. We can not guarantee to replace or repair items which have been signed for in good condition or ‘unchecked’ and are later found to be damaged. For further details please see our Terms and Conditions.