Return, Exchange, or Refund Policy

1. Return Conditions

Customers may request a return within 15 days after receiving the order.

• Our store does not provide direct item exchanges. Each order is handled individually to ensure accurate product control and organised inventory management.
• If a different item or variation is required, customers may return the received product and place a new order through the website.

Returns may be requested under the following circumstances:

• The product was delivered damaged
• An incorrect item was received
• The customer decides not to keep the item

Returned items must be new, unused, complete, and where possible, in original packaging.

Items showing signs of use or damage not caused during delivery may not be eligible for a refund.

2. Return Request Procedure

To initiate a return request, customers must contact customer support and provide the following details:

Order number
Description of the item
Reason for the return

After verification, detailed return instructions will be sent via email.

Customers receive the return label together with the order and may use it immediately if required.

Items must be securely packaged and returned following the provided instructions.

3. Order Cancellation Before Dispatch

Customers may request order cancellation within 24 hours of payment confirmation, provided the order has not yet been dispatched.

In this case, a full refund will be issued using the original payment method.

Once this period has passed or the order has been dispatched, cancellation is generally no longer available. Customers may then proceed with a return after receiving the order.

4. Return Costs & Responsibility

If the return is due to delivery error, damage during transit, or product defect, reasonable return costs may be covered by our store.

If the return is requested for personal reasons (such as change of mind or unwanted item), return shipping costs may be the responsibility of the customer.

During the return transit, responsibility for the items generally remains with the customer until received at the return facility.

If items are lost or damaged during return shipping, a refund may not be issued unless the return transport was arranged by our store.

5. Refund Processing

After receiving and verifying the returned items, refunds will be processed within 2–4 business days.

• Refunds will be issued using the original payment method. The actual time for funds to be credited may vary depending on the payment provider or financial institution.

If returned items do not meet the return conditions (product condition, completeness, or compliance), the refund may be declined.

6. Customer Support

For any enquiries regarding returns, cancellations, or refunds, customer support is available during business hours.

Address: 1224-13 SHIMOKASADA, INABE-CHO, INABE-SHI, MIE 511-0221, JAPAN
Email: questions@oakgetmart.com
Phone: +81 (808) 096 29 38
Business Hours: Monday to Friday, 9:40 AM – 4:40 PM
Service Area: Australia