Refund policy

Oak & Relic — Customer Care Promise

At Oak & Relic, every piece is crafted with care and designed to become a timeless companion.

We want you to feel confident and delighted with your purchase. Our Customer Care Policy is designed to protect your trust while respecting the craftsmanship, materials, and care that go into every Oak & Relic piece.

1. Replacement Guarantee

At Oak & Relic, we take care to ensure that every order is carefully inspected and packaged before dispatch. If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible within the applicable reporting period below:

Domestic orders (India): within 48 hours of delivery
International orders: within 72 hours of delivery

We understand that international shipments may require additional time to inspect after delivery, particularly where customs clearance or other delivery procedures are involved.

To help us assess and resolve the issue promptly, please provide:

Your order number
Clear photographs of the product
Photographs of the outer packaging and shipping label
Clear photographs showing the damage or issue
A brief description of the problem
A video, where reasonably necessary, to demonstrate the issue

Once we receive the information, Oak & Relic will review the claim and determine the appropriate resolution.

Depending on the circumstances, the resolution may include:

Replacement of the affected product
Replacement of missing or incorrect items
Repair, where reasonably possible
Refund, where replacement or repair is not reasonably possible

For an approved claim involving a product that arrived damaged, defective, incorrect, or incomplete, Oak & Relic will bear the reasonable shipping costs associated with the approved return or replacement.

Customers will not be charged additional shipping for an approved replacement.

Please do not return any product before receiving return instructions from Oak & Relic.

Important

The reporting periods above are intended to allow us to promptly investigate delivery-related damage, defects, incorrect items, or missing items. They do not limit any consumer rights or remedies that cannot legally be excluded under applicable law.

2. Returns

Oak & Relic carefully inspects and prepares products before dispatch. Because many of our products are handcrafted, made-to-order, personalized, or prepared specifically for an order, we generally do not accept returns solely due to change of mind, personal preference, incorrect selection, or other reasons unrelated to a product defect or fulfillment error.

This may include:

Change of mind after purchase
Ordering the wrong size, color, or variant
No longer wanting the product
Personal preference after receiving the product
Differences in color, grain, texture, or appearance that are inherent characteristics of natural leather
Minor variations that are consistent with the handcrafted nature of the product

Natural Leather Variation

Leather is a natural material, and each piece may have its own unique characteristics.

Natural variations in:

Color
Grain
Texture
Markings
Creases
Tone
Surface character

are normal characteristics of genuine leather and should not automatically be considered defects.

These variations contribute to the individual character and authenticity of each Oak & Relic piece and are part of the beauty of handcrafted leather.

Product Appearance

Product photographs are intended to represent the product as accurately as reasonably possible. However, slight differences in color, tone, texture, or appearance may occur due to lighting, photography, screen settings, and the natural characteristics of the materials used.

Such reasonable variations do not automatically qualify a product for return or refund.

Defective, Damaged or Incorrect Products

This section does not apply where a product is confirmed to have arrived damaged, defective, materially different from the product ordered, or incomplete.

Such cases will be handled under our Replacement Guarantee described in Section 1 of this policy.

Consumer Rights

Nothing in this policy limits or excludes any consumer rights, guarantees, warranties, or remedies that cannot legally be excluded or restricted under applicable law.

Where applicable law provides a customer with a right to return, refund, replacement, repair, or other remedy, Oak & Relic will comply with those requirements.

3. Refunds

If a refund is approved under this policy, Oak & Relic will generally issue the refund to the original payment method used for the purchase, unless otherwise agreed with the customer or required by applicable law.

Refunds will be processed after the relevant order, product, or claim has been reviewed and the applicable refund amount has been determined.

Damaged, Defective, Incorrect or Incomplete Products

If an order is confirmed to have arrived damaged, defective, incorrect, or incomplete, Oak & Relic may provide a replacement, repair, or refund depending on the circumstances.

Where a refund is approved because replacement or repair is not reasonably possible, Oak & Relic will generally refund the amount paid for the affected product.

For approved claims, Oak & Relic will bear the reasonable shipping costs associated with the approved return or replacement, as applicable.

Approved Order Cancellations

Where an order cancellation is approved under Section 4 of this policy, the applicable refund will be processed after taking into account the stage of order preparation and any costs that cannot reasonably be recovered, where permitted by applicable law.

Shipping Charges

Where a refund is issued due to a customer-requested cancellation, approved return, or other circumstance unrelated to a product defect or fulfillment error, original shipping charges may not be refundable, unless otherwise required by applicable law or expressly agreed by Oak & Relic.

Where Oak & Relic is responsible for a confirmed damaged, defective, incorrect, or incomplete order, applicable shipping costs will be handled in accordance with Section 1 of this policy.

Customs Duties, Import Taxes & International Charges

For international orders, customs duties, import taxes, VAT/GST, brokerage fees, customs clearance charges, and other destination-country charges paid by the customer are generally not refundable by Oak & Relic.

These charges are imposed by the destination country, customs authorities, carriers, or other third parties and are outside Oak & Relic's control.

If a customer refuses delivery because of customs duties or other import charges and the shipment is returned to Oak & Relic, any eligible refund may be reduced by return shipping, customs, carrier, handling, storage, or other costs incurred by Oak & Relic.

Refund Processing Time

Once a refund has been approved, Oak & Relic will initiate the refund within a reasonable period.

The time required for the refunded amount to appear in the customer's account may depend on the payment provider, bank, card issuer, or other financial institution and may vary by country.

Store Credit

Where appropriate, Oak & Relic may offer store credit as an alternative to a monetary refund.

Any store credit offered will clearly state:

Credit amount
Validity period, if applicable
Applicable terms and conditions

Store credit will not be issued in place of a refund where a monetary refund is required by applicable law.

4. Order Cancellations

We understand that circumstances can change. Oak & Relic will make reasonable efforts to accommodate cancellation requests, subject to the stage of order processing and the nature of the product.

Within 24 Hours

Cancellation requests received within 24 hours of placing an order may be eligible for cancellation and refund, provided the order has not already entered production, personalization, preparation, or fulfillment.

Customers should contact us as soon as possible at hello@oakandrelic.com and include their order number.

If the order has already entered production, personalization, preparation, or fulfillment, cancellation may not be possible even if the request is made within 24 hours.

After 24 Hours — Before Dispatch

After the initial 24-hour period, cancellation requests may still be considered if the order has not yet been dispatched.

Approval will depend on the stage of processing and whether the product has already been made, personalized, prepared specifically for the customer, or otherwise committed for fulfillment.

Where a cancellation is approved, Oak & Relic may deduct any non-recoverable costs already incurred, where permitted by applicable law.

Personalized & Made-to-Order Products

For personalized, customized, engraved, monogrammed, or made-to-order products, cancellation may not be possible once production or customization has started.

Customers should therefore review their order details carefully before placing an order.

After Dispatch

Once an order has been dispatched, it cannot normally be cancelled.

If you no longer wish to receive a dispatched order, please contact Oak & Relic before refusing or returning the shipment. Any resulting return shipping, customs, carrier, or handling costs may apply.

Any eligible refund will be handled in accordance with the applicable provisions of this policy.

How to Request a Cancellation

To request a cancellation, please email:

hello@oakandrelic.com

Please include:

Order number
Name used for the order
Reason for cancellation, if applicable

Oak & Relic will confirm whether the cancellation can be accommodated and will provide the applicable refund information.

5. Personalized & Made-to-Order Products

Some Oak & Relic products may be personalized, customized, or made-to-order specifically for the customer.

Cancellation may not be possible once production, personalization, or customization has started.
Returns or refunds for change of mind, personal preference, or incorrect customer-provided details are generally not accepted.
Customers are responsible for checking all personalization details, including names, initials, dates, sizes, and other information, before placing the order.
If Oak & Relic makes an error, or the product is defective, damaged, or materially different from the agreed specifications, please contact us under our Replacement Guarantee in Section 1.

Nothing in this section limits any consumer rights or remedies that cannot legally be excluded under applicable law.

6. Condition & Packaging Requirements

Where a return or replacement is approved, customers should:

Keep the product unused and in its original condition, unless the issue is a defect or damage discovered upon delivery.
Retain the original packaging, tags, labels, and accessories, where applicable.
Provide clear photos or videos of the product and packaging when requested to help us assess the issue.
Follow Oak & Relic's return instructions and use the shipping method provided or approved by us.

Products returned without prior approval or with damage caused after delivery through misuse, improper care, or alteration may not qualify for a return, replacement, or refund, except where required by applicable law.

7. International Orders

International orders may be subject to customs duties, import taxes, VAT/GST, brokerage, clearance fees, or other charges imposed by the destination country.

These charges are generally the customer's responsibility, unless otherwise stated at checkout.
Such charges are not normally refundable by Oak & Relic.
If a customer refuses delivery and the package is returned to us, any applicable return shipping, customs, carrier, handling, or other costs incurred may be deducted from any eligible refund.
International returns or replacements must be approved by Oak & Relic before shipment.

8. Returned Shipments

If a shipment is returned to Oak & Relic because of:

Incorrect or incomplete address
Refusal of delivery
Unpaid customs or import charges
Failure to provide required information
Failure to accept or collect the shipment

additional shipping or handling charges may apply if the customer requests reshipment.

Any refund for a returned shipment will be handled in accordance with this policy and may be reduced by costs incurred by Oak & Relic, where permitted by applicable law.