Refund policy

Returns, Refunds & Cancellations Policy

Last updated: September 5, 2026

This policy applies to consumer purchases made through oakenark.com. Wholesale, business-to-business, or separately negotiated orders may be governed by different written terms.

Nothing in this policy limits any mandatory consumer right available under applicable law. Where applicable law provides greater protection, that law will prevail.

For additional information about our returns process and voluntary Limited Artisan’s Guarantee, please visit our Returns & Artisan Guarantee page. If that page and this policy differ, this policy governs, subject always to mandatory consumer rights.

1. Change-of-Mind Returns and Exchanges

Except where required by applicable law or otherwise expressly approved by OakenArk, we do not accept voluntary change-of-mind returns or product exchanges for products purchased through oakenark.com.

This includes situations where a customer changes their mind, selects the wrong product, color, size, quantity, or variation, does not review the stated dimensions or product description, or expects delivery before a personal event date that OakenArk did not expressly guarantee.

A sale, clearance, promotional, or discounted price does not by itself make a product final sale. Products expressly identified as Final Sale before purchase are not eligible for voluntary returns or exchanges, except where applicable law provides otherwise.

2. Custom, Personalized, and Handcrafted Products

Products made according to a customer’s individual specifications or clearly personalized for that customer are not eligible for voluntary change-of-mind returns or exchanges, except where applicable law provides otherwise.

Personalization may include requested names, dates, messages, colors, wedding details, pet characteristics, accessories, design changes, or other customer-requested modifications.

A standard product does not become legally personalized merely because it is handmade or produced after an order is placed. Where mandatory law provides cancellation or withdrawal rights for an eligible standard, non-personalized product, those rights will be honored.

Handcrafted products and products made from natural materials may have reasonable variations in shape, proportions, expression, color placement, texture, surface finish, natural markings, or the positioning of handmade details. Reasonable variations are not defects where the product substantially matches its description, dimensions, photographs, selected design, and intended appearance.

3. Damaged, Defective, Missing, or Incorrect Orders

Please inspect your order after delivery and contact us as soon as reasonably possible if a product arrives damaged, has a manufacturing or structural defect, is incorrect, is missing an essential component, contains incorrect personalization completed by OakenArk, or is materially different from its description.

For the fastest assistance, please contact us within 14 days after delivery where reasonably possible. This requested reporting period does not shorten any mandatory statutory right or the Limited Artisan’s Guarantee described below.

Email support@oakenark.com with your name, order number, a description of the issue, and clear photographs of the product, packaging, and shipping label where relevant.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement or remake, partial refund or price reduction, or full refund.

Where a confirmed defective, damaged, incorrect, or materially misdescribed product must be returned, OakenArk will provide instructions and cover the approved reasonable return-shipping cost.

Approved replacements for confirmed defective, damaged, incorrect, or materially misdescribed products will be sent without additional product or standard shipping charges, except where a claim is handled solely under the voluntary Limited Artisan’s Guarantee and the post-30-day shipping terms below apply.

4. Limited Artisan’s Guarantee

In addition to any rights provided by applicable law, OakenArk offers a voluntary Limited Artisan’s Guarantee for confirmed defects in original workmanship or structural construction.

The guarantee applies where a product separates, cracks, breaks, or develops a structural failure during normal decorative use because of a verified defect in its original craftsmanship or construction.

The guarantee does not cover accidental damage, misuse, improper cleaning or storage, water or heat damage, damage caused by pets or insects, normal wear or aging, reasonable handcrafted variations, loss, theft, alterations, or attempted repairs by another party.

The guarantee does not have a fixed expiration date for a verified original workmanship or structural defect, provided that the original purchase can be reasonably confirmed.

If a claim is approved, OakenArk will generally provide a complimentary replacement, a reasonably comparable replacement, or another appropriate solution.

For an approved guarantee claim submitted within 30 days after delivery, OakenArk will cover standard replacement shipping. For an approved voluntary guarantee claim submitted more than 30 days after delivery, the replacement product will remain complimentary, but the customer may be responsible for reasonable shipping and handling charges disclosed before dispatch.

No shipping or handling charge will apply where mandatory law requires the remedy to be provided without cost.

5. Returns, Shipping, and Refunds

Please contact us before mailing any product back. After reviewing the request, we will confirm whether a return is approved or legally required and provide written return instructions.

Authorized Return Address:
OakenArk Returns
9409 Curran Rd
Silver Spring, MD 20901
United States

Please include your full name and order number inside the package. Do not send returns using cash on delivery, postage due, collect-on-delivery, or another service requiring OakenArk to pay unapproved charges upon receipt.

For an approved voluntary or statutory change-of-mind return, the customer is responsible for the direct cost of return shipping unless applicable law requires otherwise.

Except where required by law, original shipping charges are non-refundable. Where a full refund is approved because a product was defective, damaged, incorrect, or materially not as described, original standard shipping charges will also be refunded where appropriate or legally required.

Approved refunds will be issued to the original payment method unless another method is expressly agreed or required by applicable law.

Outside a specific statutory refund deadline, we aim to issue an approved refund within 10 business days after receiving and inspecting the returned product or, where no return is required, after the claim has been reviewed and all reasonably requested information has been received.

After OakenArk issues a refund, your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional processing time before the funds appear in your account.

6. Order Cancellations

Please contact us as soon as possible if you need to cancel or change an order.

Because preparation, production, personalization, packing, or fulfillment may begin shortly after purchase, OakenArk cannot guarantee that an order can be cancelled or modified after work has begun.

Custom or personalized orders may become non-cancellable once production or personalized work has begun, except where applicable law provides otherwise.

If OakenArk approves a cancellation before dispatch, the applicable amount will be refunded to the original payment method.

Nothing in this section limits mandatory cancellation rights available under applicable consumer law.

7. European Union, EEA, and United Kingdom Consumer Rights

Eligible consumers in the European Union, European Economic Area, and United Kingdom purchasing standard, non-personalized products online may have statutory withdrawal or cancellation rights.

Where applicable, an eligible consumer may generally notify OakenArk of withdrawal or cancellation without providing a reason until 14 days after receiving the goods. Eligible goods must generally then be returned within a further 14 days, subject to applicable law.

To exercise an eligible right, contact support@oakenark.com with a clear statement identifying the order and the products concerned, or use any electronic withdrawal function made available through our store.

For an eligible statutory withdrawal or cancellation, OakenArk will reimburse the returned product price, applicable taxes, and the original standard delivery charge as required by law. Additional amounts paid for express, expedited, premium, or upgraded delivery are not refundable beyond the applicable standard delivery cost.

The customer is generally responsible for direct change-of-mind return shipping where permitted by law and where that responsibility has been properly disclosed.

Statutory withdrawal or cancellation rights do not normally apply to products made according to a customer’s individual specifications or products that are clearly personalized.

These exceptions do not affect statutory remedies relating to faulty, damaged, incorrect, unsafe, misdescribed, or non-conforming products.

8. Contact Information

OakenArk
Customer Support: support@oakenark.com
Phone: +1 (213) 218-9672

Business Mailing Address:
OakenArk
30 N Gould St, Ste R
Sheridan, WY 82801
United States