Refund policy
Damaged, faulty or wrong items: we'll make it right
Email us at hello@oakandhush.com within 30 days of delivery in any of these cases:
- your order arrives damaged (for example, a cracked glass lid)
- it's faulty or doesn't work as described
- it isn't what you ordered.
Include your order number and clear photos and a short video of the item itself showing the damage or fault, plus a photo of the packaging. Damage only to the outer shipping box, where the item inside is fine, isn't covered. If your order arrived in more than one parcel, the 30 days count from the delivery of the parcel with the problem.
Once we've reviewed your photos and video, we'll send a free replacement or give you a full refund, whichever you prefer. If a replacement isn't available, we'll refund you in full. There's no cost to you, and you won't need to send the item back unless we ask. If we ask you to send an item back, we'll give you the return address and pay for the return.
For minor cosmetic marks that don't affect how the box works — for example a small scratch or light scuff on the exterior — we may offer a partial refund instead of a full refund or a replacement.
Buying a gift? Open the parcel and check the item when it arrives, before you wrap it, so you can tell us about any problem within the 30 days.
Lost or late orders
See our Shipping policy. For a parcel that never arrives in the contiguous US, we can refund or reship once it has been 45 days since it left our fulfillment partner's warehouse without arriving. When tracking shows the parcel as delivered but you don't have it, we need a non-delivery certificate from your local post office with an official seal before we can refund or reship.
Change of mind
Our items ship directly from our fulfillment partner, so we're unable to accept returns for change of mind, for any item. That includes when an item doesn't fit his watches or simply isn't to his taste. Please check the dimensions on each product page before ordering. If you're unsure about anything, message us first and we're happy to help.
Cancelling or changing an order
Need to cancel or change your order? Email hello@oakandhush.com straight away with your order number. We can cancel or change it if it hasn't been processed yet, usually within a few hours of ordering. Once it's processed it can't be stopped, but damaged, faulty or wrong items are still covered by our refund policy.
How refunds are paid
Approved refunds go back to your original payment method. We'll refund you within 5 business days of approving your claim, and your bank may take a few more days to show it.
Your legal rights
This policy is in addition to any rights you have under the consumer laws that apply to you. Nothing in it limits those rights.
Questions?
Email hello@oakandhush.com. A real person replies within 1 business day (Monday to Friday, US time).