Oak Frames Direct Returns Policy

A return or cancellation of “supply only” goods can be instructed up to 7 working days after the date of delivery (with the below exception) as defined by section 11, part 2 of the Consumer contracts regulations.

Customers have no right to cancel their order, at any time, if it includes a personalised requirement such as optional fixtures, adaptations or preferences. This is in accordance with the ‘Exceptions to the right to cancel’ section 13, part c of the Consumer Contracts Regulations which refers to “goods made to the customer’s specifications…”

A return or cancellation should be made in writing either by email to sales@oakframesdirect.com or by letter to:

Oak Frames Direct
Coldharbour Studios
Woods Corner
East Sussex
TN21 9LQ

If an order is amended or cancelled before the agreed delivery date, the customer may be liable to pay any costs that Oak Frames Direct has incurred in fulfilling the order prior to receiving the cancellation.  This includes, but may not be limited to, any materials and/or services already supplied, design time, drawings, administration costs materials and services already committed to your order, except where the amendment or cancellation is as a results of our failure to comply with these Terms.

The customer is responsible for all product return costs, either by their own arrangement or at the direct cost levied to Oak Frames Direct. It is the responsibility of the customer to retain possession and take reasonable care of the goods, until they are in the company’s possession or a carrier appointed by Oak Frames Direct.

The product should be returned in its original condition; fit for re-sale as new. Oak Frames Direct retains the right to reject the return of any product where assembly has been commenced; rendering the product as ‘used’.

If you choose Oak Frames Direct to undertake the collection and return we will notify you of the charge by email prior to beginning the returns process. Oak Frames Direct will not profit from any return charge and the return cost will be deducted from the total order refund amount.

The refund of a cancelled order will be made as soon as possible but in any event within a period not exceeding 30 days.