Refund Policy

Refunds Policy — Oakyard Collection

Updated: 1 November 2025

This Refunds Policy explains when refunds are offered, how they are calculated, and how long they take. It is designed to be clear and aligned with Google Merchant Center requirements.

1) Refund eligibility

Approved returns under our Returns Policy.
Order cancellations made before dispatch.
Orders lost by the courier (confirmed by the courier) or items not delivered and deemed undeliverable through no fault of the customer.
Defective, damaged, or wrong items when reported within the stated timelines and validated by our team.

2) Refund method

Refunds are issued to the original payment method where possible (e.g., M-Pesa reversal, bank transfer). For Cash on Delivery orders, refunds are typically sent via M-Pesa to the number used at checkout or to a bank account you nominate.

3) Refund timelines

We aim to process approved refunds within 7 business days after inspection/approval.
Your bank/M-Pesa provider may take additional time to post the funds (occasionally up to 7 business days).

4) What is (not) refundable

Original delivery fees are non-refundable for change-of-mind or size-change returns.
Delivery fees are refundable if the item is defective, damaged, or wrong due to our error.
If an item is returned used, missing parts, without original packaging/tags, or otherwise not in resaleable condition, we may issue a partial refund or decline the refund. We will explain any deductions in writing.

7) Cancellations

You may cancel an order before dispatch for a full refund. After dispatch, please follow the Returns Policy. Refused deliveries for change-of-mind may have the original delivery fee deducted from the refund.

8) How to request a refund

Email sales@oakyardcollection.com or WhatsApp/Call +254 716 297 960.
Include your order number, item(s), reason, and any supporting photos/videos.
We will confirm next steps and timelines in writing.

9) Disputes & governing law

We aim to resolve refund inquiries amicably. This policy is governed by the laws of the Republic of Kenya and should be read together with our Terms & Conditions and Returns Policy.

10) Policy updates

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