Refund policy

Return & Refund Policy for OOKEN Living

Last Updated: August 3, 2026

At OOKEN Living, we want you to love your new furniture. However, we understand that sometimes an item may not be quite right for your space. This Return & Refund Policy outlines your rights and our obligations.

This policy is divided into two main sections:

Part A: Change of Mind Returns (Your 14-day right to cancel).
Part B: Faulty, Damaged, or Incorrect Items (Your statutory rights).

Part A: Change of Mind Returns (14-Day Cooling-Off Period)

As a consumer, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.

1. The Cancellation Period

You have 14 calendar days from the day you receive (or someone you nominate receives) the final item of your order to notify us of your decision to cancel.

2. How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do this by:

Emailing our customer service team at lulamathwala@gmail.com with your order number and a clear request to cancel.
Using the model cancellation form provided below (optional but recommended).

3. Returning the Goods

You must return the goods to us within 14 days of telling us you wish to cancel.
Return Shipping Costs: You are responsible for the cost of returning the items to us, unless the item is faulty or incorrect (see Part B below).
Condition of Return: The goods must be returned in their original packaging, unassembled (if applicable), and in a fully resaleable condition. This means they must not have been used, assembled, stained, or damaged.
Proof of Postage: We strongly recommend you use a tracked/signed-for delivery service and retain your proof of postage receipt, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

4. Deductions from Your Refund

Diminished Value: If the goods have been handled beyond what is necessary to establish their nature, characteristics, and function (e.g., if you have assembled them, used them, or damaged the packaging), we reserve the right to deduct an amount from your refund to cover the loss in value of the goods.
Collection Fees: If we arrange to collect the items from you for a change-of-mind return, we reserve the right to deduct the direct cost of that collection from your refund.

5. Processing Your Refund (Change of Mind)

We will process your refund within 14 days of receiving the returned goods, or, if earlier, the day on which you provide evidence that you have sent the goods back. The refund will be made using the same payment method you used for the original purchase.

Part B: Faulty, Damaged, or Incorrect Items

Your statutory rights are not affected by our change-of-mind policy. If your item arrives faulty, damaged in transit, or is not what you ordered, we will resolve it promptly and at no cost to you.

1. Inspecting Your Delivery

Please inspect your order immediately upon delivery. It is your responsibility to check the condition of the goods as soon as they arrive.

2. Reporting Timeframes

Visible Damage: You must report any visible damage or shortfall to us within 48 hours of delivery. Please note this clearly on the courier's delivery manifest when you sign for it.
Hidden Defects: If you discover a manufacturing fault that was not visible upon delivery (e.g., after unpacking), you must report it to us as soon as reasonably possible, and in any case within 30 days of receiving the goods.

3. How to Make a Claim

To make a claim, please contact our customer service team at [Insert Customer Service Email] and provide:

Your order number.
A clear description of the fault or issue.
Clear, well-lit photographs of the damaged, faulty, or incorrect item and its packaging.

4. Our Resolution

Depending on the issue and product availability, we will offer one of the following:

Full Refund: We will refund the full purchase price, including the original delivery cost.
Replacement: We will send you a replacement item at no additional cost (subject to stock availability).
Partial Refund: For minor cosmetic imperfections that do not affect the functionality of the item, we may offer a partial refund as a goodwill gesture. You may accept or decline this offer.

5. Return Shipping (Faulty/Incorrect Items)

If the item is faulty or incorrect, we will cover the cost of returning it to us.
We will provide you with a prepaid return shipping label or arrange for a courier to collect the item from your address at our expense.

Part C: General Conditions for All Returns

1. Exemptions from Returns

The right to cancel and return items does not apply to:

Goods that have been made to your specific measurements or personal specifications (custom-made or bespoke furniture).
Goods that are sealed for health or hygiene reasons (e.g., mattresses, pillows, or bedding) if the seal has been broken after delivery.

2. Refund Timing

Once we have inspected the returned item and confirmed it meets our return conditions, we will process your refund to your original payment method. Please allow 2-5 business days for the refund to appear in your account, depending on your bank or card issuer.

3. Original Delivery Charges

For faulty or incorrect items, we will refund the original standard delivery charge you paid.
For change of mind returns, we will refund the original standard delivery charge you paid, but we will deduct any costs associated with an upgraded delivery service (e.g., express shipping) if you chose one.

Model Cancellation Form (For Change of Mind Returns)

To: OOKEN Living
Email: lulamathwala@gmail.com

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []:

Order Number: ____________________
Ordered on: _____________________
Received on: _____________________

Name of Consumer(s): ______________________________
Address of Consumer(s): ___________________________
Signature (only if sent on paper): ___________________
Date: ___________________