OAKO Returns & Refunds Policy

1 | Eligibility & Conditions

Where the right of withdrawal applies, returns are accepted within 14 days of receiving your order, provided the item meets the conditions below.

• Returned products must be unused, undamaged, and packed in the original packaging (or equivalent protective materials).
• The customer is responsible for ensuring secure and protective packaging to prevent damage during return transit.
• Returns must be initiated by emailing info@oakodenmark.dk within the 14-day period.

OAKO reserves the right to refuse returns that indicate misuse of the return process (e.g., repeated return behaviour not consistent with a genuine change-of-mind return).

2 | Non-Refundable Items

The following items are not eligible for return for a refund (unless mandatory consumer law requires otherwise):

• Shipping and installation fees.
• Custom-made, personalised, or made-to-order products (e.g., special grommet cuts, custom dimensions, specific wood tones).
• Sample products.
• Assembled, used, or visibly damaged items.

3 | Return Shipping Costs

3.1 European Union

Return shipping within the EU is free of charge when the withdrawal is requested within 14 days of delivery and the returned product meets the return conditions.

3.2 Norway, Switzerland & the United Kingdom

For returns requested within 14 days of delivery, a flat-rate return shipping fee of €150 applies.

4 | Refund Amounts

4.1 Return in original, unused condition

If the returned item arrives in original, unused condition, you will receive a refund of the product price.

For Norway, Switzerland & the UK, the €150 return shipping fee applies and will be deducted from the refund (or paid prior to collection if agreed).

4.2 Damage during return transit due to inadequate packaging or mishandling

If the product is damaged during return shipment due to inadequate packaging or mishandling, the refund may be reduced to reflect the loss in value.

In such cases, OAKO may apply a deduction and refund an amount up to 85% of the purchase price, depending on inspection.

4.3 Used / assembled / marked products

Products showing assembly marks, wear, scratches, or misuse are not eligible for a refund.

5 | Order Cancellations & Delivery Refusals

5.1 Cancellations before dispatch

To request a cancellation before dispatch, email info@oakodenmark.dk with:

• Full name
• Order number
• A clear statement requesting cancellation

Cancellations become valid only after written confirmation from OAKO Denmark.

OAKO reserves the right to decline cancellation for custom-made and personalised orders if production or final packaging has begun, even if the order has not yet been dispatched.

5.2 Cancellations after dispatch

Once an order has been dispatched, cancellation is no longer possible.

5.3 Delivery refusal / change of mind

Delivery refusal due to a change of mind is not permitted.

If a shipment is returned to OAKO due to refusal, the refund may be reduced by all outbound and return shipping charges incurred.

5.4 Failed delivery attempts

If delivery fails due to incorrect/missing contact information, lack of response to courier attempts, or failure to arrange delivery, the shipment may be returned to OAKO.

In such cases, any refund may be reduced by delivery and return costs incurred.

6 | How to Return a Product within 14 Days

6.1 Contact OAKO Support

Email info@oakodenmark.dk with:

• Order number
• Full name
• Items you wish to return
• (Optional) Reason for return

6.2 Package the item safely

• Use original packaging or equivalent protective materials.
• We recommend taking photos of the packaged product to document its condition prior to return.

6.3 Arrange return shipping

EU: Our team will provide instructions and, where applicable, arrange return shipping.

Norway, Switzerland & the UK: Our team will coordinate return shipping and confirm the €150 flat return shipping fee.

6.4 Refund processing

Refunds are issued only after the returned products have been received and inspected.

Refunds are processed within 14 working days after inspection and are issued to the original payment method.

OAKO reserves the right to withhold the refund until the returned goods have been received or valid proof of return shipment has been provided.

7 | Legal Framework

This policy is prepared in accordance with Danish consumer law and the EU Consumer Rights Directive (2011/83/EU), including provisions that allow:

• reasonable return conditions and safe handling requirements for large or fragile goods,
• deduction of loss in value caused by handling beyond what is necessary to verify the product, and
• exclusion of custom-made / made-to-order products from the right of withdrawal.

Mandatory consumer rights in the customer’s country of residence remain unaffected.

By placing an order with OAKO Denmark, the customer acknowledges and accepts these terms.