Refund policy
At Oak & Lumen, we want customers to feel comfortable shopping with us. If you are not satisfied with your purchase, eligible items may be returned within 30 days of delivery, subject to the conditions below.
30-Day Return Period
You may request a return within 30 days of the date your order is delivered.
To begin a return, contact us at:
Email: hello@oakandlumen.us
Please include your order number and the reason for the return.
Returns requested after the 30-day return period may not be accepted.
Return Conditions
To be eligible for a return, the item should generally:
- Be returned within 30 days of delivery
- Be in its original condition
- Not show unreasonable signs of use, damage, or alteration
- Include original packaging when reasonably available
- Include all applicable parts, accessories, and components
Because furniture is larger and more difficult to handle than ordinary merchandise, customers should take reasonable care when unpacking, assembling, and handling returned furniture.
Non-Returnable Situations
A return may be declined when an item has been materially damaged after delivery through misuse, improper assembly, modification, or unreasonable handling.
Items that have been substantially altered or damaged after delivery may also be ineligible for a standard return.
Return Shipping
Unless an item arrives damaged, defective, incorrect, or materially different from the product ordered, return shipping costs may be the customer's responsibility.
Because furniture is large and may require specialized handling, return transportation costs can vary depending on the item's size, weight, packaging, and destination.
Please contact us before sending any furniture back. Do not ship a return to an address not authorized by Oak & Lumen.
Damaged or Defective Items
If your order arrives damaged or has a manufacturing-related defect, please contact us as soon as reasonably possible.
We may request:
- Order number
- Photographs of the item
- Photographs of the packaging
- Description of the damage or defect
- Other information reasonably necessary to evaluate the issue
After reviewing the information, we may provide an appropriate resolution, which may include replacement parts, replacement merchandise, repair, or a refund depending on the circumstances.
Refunds
Once an approved return has been received and inspected, we will process the applicable refund.
Approved refunds will generally be issued to the original payment method.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
Partial Refunds
In certain circumstances, a partial refund may be considered when an item has a minor issue that does not require a full return.
Any partial refund will be determined based on the specific circumstances of the order.
Return Approval
Please do not send merchandise back without first contacting us. Unauthorized returns may experience delays in processing.
For questions regarding a return or refund, contact: