Return & Exchange Policy

Return & Exchange Policy

1. Return & Exchange Validity Period (30 Days After Receipt)

The validity period for submitting a return or exchange request is 30 days from the date you confirm receipt of the product.
We set this 30-day period to allow customers to complete unboxing, basic use, and overall inspection of the product. This period helps identify issues such as appearance defects, quality problems, or inconsistencies with the order. It also ensures that the product condition can be verified and processed in a reasonable timeframe.
Requests submitted after this period may not be accepted due to difficulties in verifying product condition and usage.

2. Conditions for Return & Exchange

During the validity period, you may submit a return or exchange request under any of the following circumstances:

• The product has visible appearance defects

• The product is confirmed to have quality issues

• The product has noticeable odor, severe color differences, or other abnormal conditions

• The received product does not match the order information

• In compliance with the process, you may request a return or exchange without reason

Eligibility will be determined based on the order records and the actual condition of the product.

3. Return Process

The return process typically includes the following steps:

1. Contact oaknestle via email or phone, submit your return request, and provide the order number, payment proof, reason for return, and relevant photos or videos.

2. Our customer service team will review your request. If approved, we will notify you and provide the designated return address.

3. You are required to return the product to the specified address and wait for us to receive it.

4. Upon receiving the product, we will inspect it. If the inspection confirms your claim, the refund process will be initiated.

For more details on refunds, please refer to the Refund Policy page.

4. Exchange Process

To exchange a product, follow these steps:

1. Contact us via email or phone, submit your exchange request, and provide the order number, payment proof, reason for exchange, and relevant photos or videos.

2. Our customer service team will review your request. If eligible, we will notify you and provide the designated return address.

3. Return the product to the specified address and wait for us to receive it.

4. Upon receipt and inspection, if the situation matches your claim, we will arrange shipment of the replacement product within 1–3 business days.

For information regarding shipping times, please refer to the Shipping Policy page.

5. Refund Process

Refunds will be returned via the original payment method, including Visa and MasterCard.
Due to differences in bank processing times, refunds typically take 3–5 business days to appear.
If the refund has not been credited within this timeframe, please contact us for further verification.

6. Cost Responsibility

• We cover return or exchange shipping costs if the return is due to appearance defects, quality issues, noticeable odor, severe color differences, or order discrepancies.

• For returns without a specific reason, the customer is responsible for the return shipping cost.

7. Responsibility Statement

Return and exchange handling is based on order records, the actual product condition, and published policies.
Any discrepancies caused by logistics, product condition changes, or other uncontrollable factors will be addressed based on the actual situation.

8. Contact Information

If you have any questions regarding the return or exchange process or policy, please contact us:

Address: 21396 W HUBBELL ST, BUCKEYE, AZ, 85396-2517, US
Customer Service Phone: +1 (928) 216-2103
Customer Service Email: trusthelp@oaknestle.com

Online Service Hours: Monday–Friday, 9:00–12:00 and 14:30–18:30 (Australia Time)