OFFICIAL REFUND & RETURN POLICY
Refund & Return Policy
Last updated: June 2026
At Oak & Aura, we want every customer to feel confident when shopping with us. We stand behind our products and aim to provide a fair, clear, and respectful return process.
This Refund & Return Policy explains how returns, refunds, cancellations, damaged items, incorrect items, international returns, and our 90-Day Satisfaction Guarantee work.
Oak & Aura is operated by Flixor Ltd, a company registered in England and Wales.
1. Our 90-Day Satisfaction Guarantee
We offer a 90-day satisfaction guarantee from the date your order is delivered.
This means you have 90 days from delivery to contact us and request a return if you are not satisfied with your purchase.
To be eligible for a return, you must meet the following conditions:
Requirement One: You must contact us within 90 days of delivery.
Requirement Two: You must provide your order number or the email address used at checkout.
Requirement Three: You must wait for your return request to be approved before sending the item back.
Requirement Four: The item must be returned in reasonable condition.
Items must not be damaged through misuse, intentional damage, neglect, or excessive wear.
To start a return, please contact us at:
Email: info@oak-aura.com
Returns sent without prior approval may not be accepted.
2. Consumer Rights by Region
Oak & Aura is operated by Flixor Ltd, a company registered in England and Wales. We may sell to customers in the United Kingdom and other supported international regions, including Europe, the United States, Canada, Australia, and other locations where checkout and delivery are available.
Nothing in this policy is intended to remove or limit any consumer rights that cannot be excluded under applicable law.
UK Customers
If you are a UK consumer, you may have the legal right to cancel certain online orders within 14 days of receiving your order, without giving a reason.
If you choose to cancel under your statutory cancellation rights, you must contact us at info@oak-aura.com within 14 days of receiving your order.
After telling us you wish to cancel, you should return the item within 14 days using the return instructions we provide.
Items should be returned in a reasonable condition. Customers may be responsible for a reduction in refund value if an item has been handled more than necessary to inspect it.
Where applicable, refunds for cancelled orders will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back.
EU Customers
If you are located in the European Union, you may have a legal right to withdraw from certain online purchases within 14 days of receiving your order, without giving a reason.
If you wish to withdraw from your purchase, please contact us at info@oak-aura.com and follow the return instructions we provide.
USA, Canada, Australia, and Other International Customers
For customers outside the UK and EU, returns are handled in line with this Refund & Return Policy, together with any consumer rights that apply in your country, state, province, or territory.
If an item is faulty, damaged, incorrect, or not as described, please contact us at info@oak-aura.com so we can review the issue and provide an appropriate solution.
3. Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, faulty, incorrect, or not as described, contact us as soon as possible at:
Email: info@oak-aura.com
When contacting us, please include your order number, a short explanation of the issue, and clear photos or videos showing the problem.
Once reviewed, we will arrange an appropriate solution, such as a replacement, refund, or another suitable resolution.
If the item is confirmed to be damaged, faulty, incorrect, or not as described, you will not be responsible for the return shipping cost where a return is required.
4. How to Start a Return
To request a return, please email us at:
When contacting us, please include the following information:
Detail One: Your order number.
Detail Two: The email address used at checkout.
Detail Three: The item you would like to return.
Detail Four: The reason for the return.
Once your request is reviewed, we will send you return instructions.
Please do not send your item back before your return request has been approved.
5. Return Conditions
All returns are subject to inspection once received.
Returned items should meet the following conditions:
Condition One: The item should be in reasonable condition.
Condition Two: The item should be clean and suitable for inspection.
Condition Three: The return should include proof of purchase, such as your order number or the email address used at checkout.
Condition Four: The item must be free from damage caused by misuse, neglect, intentional damage, or excessive wear.
If a returned item is heavily worn, damaged, incomplete, altered, or not in acceptable condition, the refund may be reduced or refused.
This does not affect your statutory consumer rights where the item is faulty, damaged, incorrect, or not as described.
6. Return Shipping Costs
Unless the item is faulty, damaged, incorrect, or not as described, customers are responsible for return shipping costs.
We recommend using a tracked shipping service when returning an item, as we cannot guarantee receipt of returned parcels sent without tracking.
Any customs fees, duties, taxes, or additional charges related to the return are the responsibility of the customer unless the item is faulty, damaged, incorrect, or not as described.
For international returns, customers should follow the return instructions provided by our support team before sending any item back.
7. Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Refunds are processed after the returned item has been received and inspected, unless another refund timeframe is required by applicable law.
8. Non-Refundable Items
The following items or charges may not be eligible for a refund:
Item One: Items returned without prior approval.
Item Two: Items damaged through misuse, neglect, intentional damage, or excessive wear.
Item Three: Items that are heavily worn, altered, incomplete, or not in reasonable condition.
Item Four: Free gifts or promotional items, unless required by law.
Item Five: Shipping upgrades, express delivery fees, or additional delivery services, where applicable.
This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.
9. Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different size, colour, or item is to request a return for your original item, wait for your return request to be approved, and then place a new order for the item you want.
If you need help choosing the correct size before ordering again, please contact us at:
Email: info@oak-aura.com
10. Order Cancellations
Orders can only be cancelled if they have not yet entered processing or fulfilment.
Because orders may begin processing shortly after purchase, we cannot guarantee cancellation once an order has been placed.
To request a cancellation, contact us as soon as possible at:
Email: info@oak-aura.com
When contacting us, please include your order number and the email address used at checkout.
If your order has already entered processing, fulfilment, or dispatch, cancellation may no longer be possible. In that case, you may request a return after delivery in line with this policy.
Approved cancellations will be refunded to the original payment method.
11. Incorrect Delivery Details
Customers are responsible for providing accurate and complete delivery information at checkout.
If an order is delayed, returned, lost, or delivered incorrectly because of inaccurate or incomplete delivery details, Oak & Aura may not be responsible for the cost of replacement or refund.
If you notice an address error after placing your order, contact us immediately at:
Email: info@oak-aura.com
We cannot guarantee that changes can be made once the order has entered processing, fulfilment, or dispatch.
12. International Orders, Customs, and Duties
For orders shipped outside the United Kingdom, customs duties, import taxes, handling fees, or local charges may apply depending on the destination country or region.
These charges are set by local authorities and may be the responsibility of the customer unless stated otherwise at checkout.
Oak & Aura is not responsible for delays caused by customs processing, import checks, local tax rules, or incorrect delivery information provided by the customer.
International customers should review their local import rules before placing an order.
13. Late or Missing Refunds
If your refund has been approved but has not appeared after 10 business days, please first check with your bank or payment provider.
If you still need help, contact us at:
Email: info@oak-aura.com
Please include your order number so we can assist you faster.
14. Contact Information
If you have any questions about returns, refunds, cancellations, damaged items, incorrect items, or this policy, please contact us:
Email: info@oak-aura.com
Phone: +44 7803 00746
Oak & Aura
Operated by Flixor Ltd
Company number: 16069259
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
© 2026 Flixor Ltd. All rights reserved.