Returns Policy

Returns Policy — Oakyard Collection

Updated: 1 November 2025

This Returns Policy explains when and how you can return products purchased from Oakyard Collection. It is designed to be clear and customer friendly while meeting Google Merchant Center requirements.

1) Who we are & how to reach us

Business Name: Oakyard Collection

Email: sales@oakyardcollection.com

Phone/WhatsApp: +254 716 297 960

Hours: 8:00 am – 6:00 pm, 6 days a week

2) Return window

You may initiate a return within 7 calendar days of delivery (or pickup) of your order. Requests made after this window may be declined.

3) Return eligibility

Item must be unused, unwashed, and in the same condition as received.
Defective, incorrectly sized exchange items.
Original packaging, tags, labels and manuals must be included.
Personalized/customized items are non-returnable unless defective or damaged.
Items marked “Final Sale/Non-returnable” at purchase are not eligible for return.

4) How to start a return

Email sales@oakyardcollection.com or WhatsApp/Call +254 716 297 960 within 7 days.
Share your order number, the item(s) you wish to return, and the reason (attach photos if damaged/defective).
Pack the item securely in its original packaging and documentation.
Ship using a trackable method and keep your receipt until we confirm receipt.

5) Who pays for return shipping?

For change-of-mind/size-change returns, you pay the return shipping. If you received a defective, damaged, or wrong item, we will cover reasonable return shipping or arrange a pickup.

6) Inspection & decision times

After we receive your return, we typically inspect it within 1–2 business days. We will notify you by email/SMS with approval or the reason for rejection. Approved returns move to either an exchange or a refund per your request and product availability.

7) Exchanges

Where stock allows, we can exchange for a different size/color of the same product. If the requested item is unavailable, we can (a) issue a refund under our Refunds Policy, or (b) help you place a new order for an alternative item. Any price difference will be charged or refunded accordingly.

8) Damaged, defective, or wrong items

Please contact us within 48 hours of delivery and include photos/videos of the issue.
Once validated, we will arrange a replacement at no extra delivery cost or provide a refund per your preference.
If the courier package shows visible damage at delivery, ask the rider to note it and contact us immediately.

9) Items sent back without authorization

Do not send items before receiving a RAN. Unauthorized returns may be delayed, refused, or not traceable to your order.

10) Condition mismatches & partial returns

If a returned item is missing parts, shows signs of use, damage, or odor, or is not in original packaging, we may decline the return or approve a partial refund (see Refunds Policy).

11) Policy updates

We may update this Returns Policy from time to time. The Effective date above shows the latest revision.