Refund policy

This policy sets out how returns, cancellations and refunds work for orders placed on Oakmerrow. It sits alongside your legal rights and does not replace them.

1. Your right to cancel

Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind. That period starts the day after the goods reach you, or the day after the last item arrives if the order came in more than one parcel.

You do not need to give a reason. Tell us within that window and you may then return the goods.

2. Our extended returns window

On top of the statutory 14 days we voluntarily offer 30 days from delivery. The extra time is a commercial gesture on our part; the conditions in section 4 apply to it.

3. How to cancel or return

Email info@oakmerrow.com with your order number and which items you are returning.
We reply within one working day with the return address and instructions.
Send the goods back within 14 days of telling us, using a tracked service.
Email us the tracking number so we can watch for the parcel.

You may use the model cancellation form set out in the Regulations, but a plain email is equally valid. Parcels sent back without contacting us first cannot be matched to an order.

4. Condition of returned goods

Unused, unworn and unwashed, with any tags still attached.
Complete, including accessories, manuals and any free items supplied with the order.
In the original packaging where that packaging is part of the product.
Hygiene-sensitive goods — earphone-style products and personal grooming items — can only be returned if the seal is unbroken.

5. Diminished value

You are entitled to handle and inspect the goods as you would in a shop. If you go beyond that and the goods come back showing use — worn, marked, scratched, missing parts, or with packaging destroyed rather than opened — we may reduce your refund to reflect the loss in value. That right is given to us by the same Regulations that give you the right to cancel.

We will always email you first, describe what we found, state the amount we propose to deduct and wait for your reply. If you would rather have the goods returned than accept a deduction, we will send them back at your cost.

6. Return postage

Where you are cancelling because you changed your mind, you pay the cost of returning the goods. We do not supply prepaid labels, so you choose the carrier and the service.

Where the goods are faulty, damaged in transit, incorrect or not as described, we pay the return postage. Send us the receipt and we refund it with the goods.

Goods remain your responsibility until they reach us, which is why we ask for a tracked service.

7. Refunds

Where you have cancelled under the Regulations we refund you within 14 days of receiving the goods back, or of you proving you have sent them, whichever is earlier. In practice we aim for 5 working days. Refunds go to the payment method used at checkout; your bank may take a few days more to show it.

We refund the standard delivery charge as well when you cancel the whole order. If you chose a more expensive delivery option than our standard one, we refund the standard rate.

You will get an email when the refund is issued. If it has not reached you ten working days after that email, contact us and we will trace it.

8. Order cancellations before dispatch

You can cancel free of charge at any point before your order is dispatched. Email us with the order number and we cancel it and refund you in full, usually the same working day.

Once a parcel has left the warehouse it can no longer be stopped, but you can still return it under this policy.

We may cancel an order ourselves where an item turns out to be unavailable, where the price or description contained an obvious error, or where we cannot deliver to the address supplied. In each case we tell you why and refund you in full.

9. Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Where they are not:

Within 30 days of delivery you have the short-term right to reject and obtain a full refund.
After 30 days and within six months you may ask for a repair or a replacement. If that fails you can claim a refund, which may be reduced to reflect the use you have had.
Up to six years (five in Scotland) you may still have a claim where the goods were not of satisfactory quality when supplied.

Email us with your order number and photographs of the item and its packaging. Photographs settle most cases without anything having to be sent back.

10. What we cannot accept

Goods returned after the returns window has closed.
Hygiene-sensitive goods where the seal has been broken.
Goods damaged by misuse, by an accident after delivery, or by ordinary wear.
Goods returned incomplete, unless they are faulty.

11. Exchanges

We do not operate direct exchanges. Return the item for a refund and place a new order — that is quicker than an exchange would be and it keeps your cancellation rights intact.

12. If we cannot agree

Email us first; most disagreements turn out to be a misunderstanding. If we still cannot resolve it you can contact Citizens Advice on 0808 223 1133, or ask your bank or card issuer to look at the payment. You also keep the right to bring a claim in the courts of the part of the United Kingdom where you live.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Business details

Registered business name: Mondeaux
Trading as: Oakmerrow
Registered address: Torenlaan 5B, 1402 AT Bussum, Netherlands
Dutch Chamber of Commerce (KvK) number: 96593849
VAT number: NL867675688B01
Email: info@oakmerrow.com

Customer service
Monday to Friday: 08:00 – 18:00 (Central European Time)
Saturday and Sunday: 12:00 – 17:00 (Central European Time)
Email reaches us fastest and every message is answered within one working day.