Returns & Refunds
Oakveilhome Customer Care
We want you to feel confident when ordering from Oakveilhome. If something is not right with your purchase, this page explains how return requests, damaged items, incorrect products, cancellations, refunds, exchanges, and delivery-related concerns are handled.
Eligible return requests should be submitted within 30 days of confirmed delivery.
Returned items should be unused, clean, and in substantially original condition.
Photos help us review damaged, incorrect, or visibly defective items more efficiently.
Contact support@oakveilhome.store with your order number and relevant details.
How a return request works
A clear process helps us review your request and avoid unnecessary delays.
Email us at support@oakveilhome.store within the applicable return period and include your order number, reason for return, and any relevant photographs.
Please do not send a product back before receiving return instructions. Unauthorized returns may be difficult to identify or process correctly.
Keep the item clean and protected. Where possible, use the original packaging or another secure form of packaging suitable for textile products.
Once the return is received, the product may be inspected to confirm its condition and eligibility.
If approved, the refund is issued to the original payment method. Bank or payment-provider processing times may vary.
Before Returning A Rug
Textiles can look different after transit
Because rugs are flexible textile products, some styles may be folded or compactly packed for transportation. Temporary creases, pressure marks, or flattened areas may be visible immediately after opening the parcel.
These effects often reduce after the rug is laid flat and allowed time to relax. Small tonal differences caused by lighting, photography, textile texture, and screen settings are also normal.
If you are unsure whether what you are seeing is a temporary shipping effect or a genuine product issue, send us clear photographs before arranging a return.
Return Eligibility
Eligible items may be returned when the request is submitted within 30 days of delivery and the product is unused, clean, and in a condition suitable for resale.
Items should not show signs of prolonged use, staining, washing, cutting, modification, pet damage, strong odor, excessive wear, or other changes that occurred after delivery.
Non-Returnable Items
Items may be ineligible for return when they have been significantly used, washed, altered, damaged after delivery, or returned without prior authorization.
Products marked as final sale or otherwise identified as non-returnable on the product page may also be excluded where permitted by applicable law.
Wrong Item Received
If you receive a product that does not match your order, contact us promptly. Include your order number together with clear photographs showing the item received and its packaging.
Once the issue is verified, we will review the appropriate solution based on the circumstances of the order.
Damaged Items
If your order arrives damaged, photograph the outer package, shipping label, affected product area, and any visible transit damage before discarding packaging.
Please contact us as soon as reasonably possible so we can review the situation and determine the appropriate resolution.
Color Variation
Colors may appear different depending on monitor calibration, mobile display settings, daylight, indoor lighting, photography conditions, and the direction of textile fibers.
Minor tonal differences between online imagery and the physical product are not generally treated as defects.
Size Variation
Textile products may have small dimensional differences caused by production methods, material characteristics, edging, and manual measurement.
Please carefully review available dimensions before ordering and allow for reasonable manufacturing variation.
Return Shipping Costs
When a return is requested for preference-based reasons, such as a change of mind, style preference, or an incorrectly selected size, return shipping costs may be the customer’s responsibility.
If the return results from an error attributable to Oakveilhome or a verified eligible product issue, we will review the appropriate shipping arrangement with you.
Original Shipping Charges
Original shipping charges are generally non-refundable unless otherwise required by applicable law or the refund results from a verified fulfillment error.
Refund Processing
Approved refunds are issued to the original payment method used for the order. Once issued, additional processing time may be required by your bank, credit-card provider, payment service, or financial institution.
We do not control the posting time used by external financial providers.
Partial Refunds
In some circumstances, a partial refund may be considered if an item is returned in a condition materially different from how it was delivered, or if part of an order is eligible for refund while another portion is not.
Any deduction will be reviewed in accordance with the condition of the returned product and applicable consumer law.
Exchanges
Availability of direct exchanges depends on inventory, product variation, and fulfillment status. In many cases, the simplest solution may be to return an eligible item and place a new order for the preferred product or size.
Contact us before sending anything back so we can advise you on the available option.
Order Cancellations
If you need to cancel an order, contact us as quickly as possible after purchase. We will check the fulfillment status and determine whether cancellation is still possible.
Once an order has entered processing, packaging, or carrier transit, cancellation may no longer be available.
Address Errors
Customers are responsible for reviewing shipping information before completing checkout. If you notice an address error, contact us immediately.
If the order has already been dispatched, we cannot guarantee that the address can be changed or that a carrier can intercept the parcel.
Refused or Unclaimed Deliveries
If a parcel is refused, not collected, or returned because the recipient cannot be reached, any refund or reshipment will be reviewed after the shipment status and returned goods are confirmed.
Carrier return costs or other shipping charges may be deducted where permitted and appropriate.
About shipping creases
Temporary creases created by folding or packing are common with many textile rugs and usually soften after the product is laid flat. We recommend allowing the rug time to relax before deciding whether a visible fold represents an actual defect.
Lost or Missing Returns
When returning a product, we recommend using a trackable shipping service appropriate for the value and size of the item. Oakveilhome cannot confirm receipt of a return until it reaches the designated return destination.
Consumer Rights
Nothing in this policy is intended to limit rights that cannot legally be excluded under applicable consumer-protection laws. Where local law provides stronger mandatory rights, those rights will continue to apply.
Policy Updates
We may update this Returns & Refunds policy when our products, fulfillment practices, legal obligations, or customer-care procedures change. The version published on oakveilhome.store is the current version available to customers.
Need help with a return?
Email your order number and a brief description of the issue to our customer care team.