Returns/Refunds Policy
Custom (Bespoke) Items
Many of our products are classed as bespoke, meaning they are custom-made and therefore not covered under standard cancellation rights. This includes items that have been sanded, stained (e.g., oiled), or cut to non-standard dimensions. However, if the item is faulty, standard consumer protections apply—please refer to the Faulty Items section below.
In some instances, we may accept returns of bespoke items, but this is handled on a case-by-case basis at our discretion. Please contact us if you wish to return a custom-made item. Note that a full refund is not guaranteed in these cases. Because these items are handcrafted, cancelling an order may require us to rework them (e.g., resizing or re-sanding), which impacts their resale value. This also applies to colored products such as resin boards, which we do not hold as regular stock.
How to Return an Item
- You are entitled to cancel your order within 14 days without needing to provide a reason.
- This 14-day period begins on the date you, or someone you’ve designated (excluding the delivery company), takes possession of the goods.
- To cancel your order, please notify us with a clear statement by contacting Oak Acquisitions Ltd at info@oakacquisitions.com.
- As long as you send your cancellation request before the 14-day window closes, your cancellation will be valid.
- Cancellations made after the 14-day period are not guaranteed and will be assessed at our discretion. In such cases, we may issue a partial refund or store credit, depending on the circumstances.
- After notifying us of your decision to return an item, you have another 14 days to send the goods back.
- Upon receiving your returned item(s), we will refund all payments made, excluding any original delivery charges.
- If items are returned showing signs of unnecessary handling or use, we may reduce the refund amount accordingly.
- Refunds will be issued promptly—no later than 14 days from the date we receive the returned goods.
If Your Order Hasn’t Shipped Yet:
If you cancel before dispatch, that's no problem. However, if your items have already been packed for shipment, we may charge a repackaging and restocking fee to cover the cost of materials and time involved. This fee will vary depending on your order and will be calculated accordingly.
Additional Notes:
- Refunds will be processed using the same payment method used for the original purchase, unless you request otherwise.
- Items must be returned to Oak Acquisitions Ltd at the address provided during the return process. You must send them back within 14 days from the date you inform us of your decision to cancel.
- Return shipping costs are the responsibility of the customer.
Faulty Items
- If a fault is reported within 30 days of receiving the product, you are entitled to reject it and request a full refund.
- If the fault is reported after 30 days but within six months, we are entitled to first attempt a repair or replacement. If this is not possible or practical, a full or partial refund will be offered. You may also choose to keep the item and accept a reduced refund.
- After six months, the responsibility shifts to the buyer to prove that the fault existed at the time of purchase.
To assess a fault:
- We may request photographic evidence sent by email to info@oakacquisitions.com. This allows us to verify the issue and, if necessary, arrange for the item to be collected at our cost.
- If photos cannot be provided, the customer must initially cover the return shipping and arrange the return. We will recommend a suitable, cost-effective shipping method and provide an estimated cost. If the fault is confirmed, we will reimburse this shipping cost along with the refund.
- You may use a different courier, but reimbursement will be capped at the cost of the method we recommended.
- If a return is arranged via our courier without prior verification (such as photos), and the item is found not to be faulty, we reserve the right to deduct the return shipping fee from your refund.
Important Notes:
- We must be allowed to verify any reported issue before issuing a refund, replacement, or arranging a repair.
- Faults resulting from normal wear and tear or misuse are not covered.
- Items used after a fault is discovered may incur further damage, for which we will not be held responsible.
- Please report any problems as soon as you become aware of them.