Refund policy

Last updated: 20 October 2026

This Return and Refund Policy applies to consumer purchases from Oakverly delivered to the United Kingdom. Oakverly is operated by Jordan Owen Buxton. We accept returns for a change of mind as described below, as well as returns where goods are faulty, damaged on arrival, incorrect or not as described.

Nothing in this policy limits or excludes your statutory consumer rights.

1. Returns at a glance

• Change of mind: notify us within 14 calendar days after the day you receive your goods.
• Sending goods back: send them back within 14 calendar days after notifying us that you are cancelling.
• Return method: post or courier. Contact us to arrange collection for items that require it.
• Change-of-mind return postage: paid by the customer.
• Faulty, damaged or incorrect goods: we cover reasonable return costs or arrange collection at our expense.
• Restocking fee: none.

2. Your right to cancel

For eligible online purchases, you may cancel without giving a reason. The cancellation period ends 14 calendar days after the day you, or someone you nominate other than the carrier, takes physical possession of the goods.

Where several goods in one order are delivered separately, the cancellation period runs from receipt of the last item.

To exercise your right to cancel, clearly tell us your decision by emailing contact@oakverly.co.uk or writing to:

Oakverly — Jordan Owen Buxton
27 Kinder Way
Fairfield, Buxton
SK17 7TP
United Kingdom

You may use the optional cancellation form at the end of this policy. You do not need to use a particular form or wait for our approval to exercise your cancellation right.

You may also cancel before delivery, subject to the applicable exceptions below. If your order has already been dispatched, we will explain how to return it.

3. How to return an item

1. Contact us at contact@oakverly.co.uk with your order number or other proof of purchase and identify the goods you wish to return. A reason is optional for a change-of-mind cancellation.
2. For a change-of-mind cancellation, send the goods back without undue delay and no later than 14 calendar days after telling us you are cancelling.
3. Pack the goods securely and include supplied accessories and your order reference. Original packaging is helpful but is not a condition of exercising your statutory rights.
4. Send the goods to the returns address below, unless we have agreed to collect them.
5. Keep evidence of posting. We recommend a tracked service, but tracking is not a condition of exercising your cancellation right.

Returns address:
Oakverly — Jordan Owen Buxton
27 Kinder Way
Fairfield, Buxton
SK17 7TP
United Kingdom

For goods that cannot normally be returned by post, please contact us to arrange a suitable collection.

4. Condition of returned goods

You may open the packaging and inspect goods as you reasonably would in a shop. Opening a package does not, by itself, prevent a return.

Where legally permitted, we may deduct an amount reflecting an actual loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We will explain any deduction.

We do not charge a fixed handling or restocking fee. This section does not limit your rights where goods are faulty or not as described.

5. Return delivery costs

Change of mind: you pay the direct cost of return postage or courier delivery. The price depends on your chosen service and the parcel's size and weight.

Bulky goods: where goods cannot normally be returned by post, the return collection cost, or a reasonable maximum estimate where an exact cost cannot be calculated in advance, is disclosed on the relevant product page before purchase. If we have not provided the required return-cost information before purchase, we will bear that cost.

Faulty, damaged or incorrect goods: we arrange a suitable prepaid return or collection, or reimburse reasonable return costs. Please contact us so we can coordinate the arrangements.

6. Faulty, damaged or incorrect goods

We are responsible for supplying goods that meet your consumer rights. If an item arrives damaged, is faulty, is not as described or is the wrong item, contact us as soon as reasonably possible at contact@oakverly.co.uk.

Please provide your order number or other proof of purchase and a description of the problem. Photographs can help us assess the issue, where available. A short reporting deadline does not remove your statutory rights.

Where the statutory short-term right to reject applies, you normally have 30 days to reject non-conforming goods for a full refund. This is separate from the 14-day change-of-mind cancellation period.

After that period, you may still be entitled to a repair or replacement at no cost and, in appropriate circumstances, a price reduction or refund under the Consumer Rights Act 2015.

A manufacturer's warranty does not replace our responsibilities as the seller. You may contact Oakverly directly about your statutory rights.

7. Refunds

For a change-of-mind cancellation where we have not offered to collect the goods, we refund without undue delay and no later than 14 calendar days after receiving the goods back or receiving evidence that you have sent them back, whichever happens first.

If we have offered to collect the goods, or no goods need to be returned, we refund without undue delay and no later than 14 calendar days after you notify us of cancellation.

For a statutory refund for rejected faulty goods, we refund without undue delay and within 14 calendar days of agreeing that you are entitled to the refund.

When you cancel the whole order, we refund the goods' purchase price and the cost of our least expensive standard delivery option, if charged, subject to any lawful deduction described above.

An additional amount paid for a premium delivery option is not refundable for a change-of-mind cancellation. For a partial return, we refund the returned goods and any delivery amount required by law.

For goods lawfully rejected as faulty or not as described, we refund the price paid and the applicable original delivery charges, including premium delivery.

Refunds use the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit.

Your payment provider may take additional time to display an issued refund. If you need confirmation of a refund, email contact@oakverly.co.uk.

8. Exceptions to change-of-mind cancellation

Where applicable, the statutory cancellation right does not apply to:

• Goods made to your specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly, such as cut flowers.
• Sealed goods unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.

Any applicable exception is explained before purchase. These exceptions do not remove your rights if goods are faulty, damaged or not as described.

Sale and discounted goods have the same statutory rights as full-price goods.

9. Exchanges

For a change of mind, return the eligible item for a refund and place a separate order for the replacement item. This does not affect any statutory right to a replacement for faulty goods.

10. Contact details

Trading name: Oakverly
Business operator: Jordan Owen Buxton
Website: oakverly.co.uk
Email: contact@oakverly.co.uk
Telephone: +44 7473 985315

Business and correspondence address:
Oakverly — Jordan Owen Buxton
27 Kinder Way
Fairfield, Buxton
SK17 7TP
United Kingdom

11. Optional cancellation form

You can copy the text below into an email or letter. Using this form is optional.

To: Oakverly — Jordan Owen Buxton, 27 Kinder Way, Fairfield, Buxton, SK17 7TP, United Kingdom.
Email: contact@oakverly.co.uk

Please cancel my purchase of the following goods:

Goods: ____________________
Order number, if available: ____________________
Order date: ____________________
Delivery date: ____________________
Customer name: ____________________
Customer address: ____________________
Date of this notice: ____________________
Signature, for a paper notice only: ____________________