Return & Refund Policy
30-Day Product Guarantee
Returns & Refunds
Oakvell 30-Day Product Guarantee
At Oakvell, we stand behind the quality of our products. If there is an issue with your order, you may request a return, replacement, store credit, or refund within 30 calendar days of your delivery date, subject to the conditions outlined below.
By completing a purchase from Oakvell, you acknowledge and agree to the terms of this policy in full.
30-Day Coverage
Your order is covered for 30 days after delivery, so you can shop with peace of mind.
If your item arrives damaged, defective, not working properly, or with missing parts, our support team will help make it right with an appropriate solution. Depending on the situation, this may include a product replacement, store credit, or a refund.
To qualify for coverage, the issue must be reported within the active guarantee period and must meet the requirements outlined in this policy. Oakvell may request photos, videos, or additional information to review the issue before approving a replacement, refund, store credit, or other solution.
If you purchased a bundle that includes the +60-Day Guarantee, please see the Bundle +60-Day Guarantee section below for full details.
Physical Products
General Return Eligibility Requirements
To qualify for a general return, the item must meet all of the following conditions at the time it is received back at our facility:
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Item is unused and unopened
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Item is in its original packaging, intact and undamaged
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Item shows no visible wear, scratches, stains, or damage of any kind
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All accessories, components, manuals, packaging, and included parts are present and accounted for
The unused and unopened requirement applies to general returns. If your item is damaged, defective, not working properly, or missing parts, Oakvell may review the case even if the product has been opened, as long as the issue is reported within the active guarantee period and the problem is verified.
Items that do not meet the applicable return conditions may not be accepted for return. In these cases, the item may be shipped back to the customer at the customer’s expense, or the refund may be denied at Oakvell’s discretion.
Defective, Damaged, or Missing Items
If your item arrives damaged, defective, not working properly, or with missing parts, please contact us within the active guarantee period at:
To help us review your request, please include:
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Your order number
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A clear description of the issue
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Photos or videos showing the damage, defect, performance issue, or missing parts
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Photos of the packaging, if applicable
Once reviewed, Oakvell may offer a replacement, refund, store credit, or another appropriate solution depending on the situation.
Oakvell reserves the right to request additional information before approving any replacement, refund, or store credit.
Bundle +60-Day Guarantee
If you purchased a bundle that includes the +60-Day Guarantee, this additional coverage is added to the standard 30-Day Product Guarantee, giving you up to 90 calendar days of total coverage from the delivery date.
The +60-Day Guarantee follows the same requirements, conditions, exclusions, and review process as the standard 30-Day Product Guarantee.
This extended guarantee does not change the eligibility requirements. Items must still meet the applicable return conditions, and any issue must be reported within the active guarantee period.
If your order included a bundle, free bonus, gift, accessory, or promotional item, all included items must be returned together in their original condition unless Oakvell provides written approval otherwise.
Fees That May Apply
We want to be transparent about return-related costs. If a return is approved, the following fees may be deducted from your refund when applicable.
Return Shipping & Handling
If Oakvell provides a prepaid return shipping label, the cost of the label may be deducted from your refund. The amount may vary depending on package weight, dimensions, and destination.
Original shipping and handling fees paid at checkout are non-refundable.
Return shipping fees may not apply in cases where Oakvell confirms that the item arrived damaged, defective, not working properly, or with missing parts.
Restocking Fee
A restocking fee of 3.5% of the item’s purchase price, excluding taxes and shipping, may be deducted from eligible general returns. This fee helps cover inspection, processing, and inventory handling.
The restocking fee may not apply in cases where Oakvell confirms that the item arrived damaged, defective, not working properly, or with missing parts.
Example
If you purchased an item for $100.00 and the return shipping label costs $8.50, your refund may be calculated as:
$100.00 − $3.50 restocking fee − $8.50 return shipping = $88.00 refunded
The final refund amount may vary depending on the condition of the returned item, shipping costs, discounts, taxes, and the reason for the return.
Refund Method
Approved refunds may be issued to the original payment method or as store credit, depending on the case and available options.
Refunds to the original payment method are typically processed within 5–10 business days after the returned item has been received and inspected.
Store credit, when applicable, may be issued within 1–2 business days after approval.
Please note that your bank or payment provider may take additional time to post the refund to your account.
Order Cancellations
Order cancellations may be requested before the order has been processed or shipped.
Once an order has been processed, packed, or shipped, it may no longer be eligible for cancellation. If the order has already shipped, the customer may need to follow the return process outlined in this policy.
To request a cancellation, please contact us as soon as possible at:
Cancellation requests are not guaranteed and depend on the status of the order at the time the request is received.
Updated or Newer Versions
Oakvell reserves the right to release updated, revised, or newer versions of any product at any time.
The purchase of a product does not entitle the customer to future versions, upgrades, replacements, or exchanges unless explicitly stated at the time of purchase.
A newer version of a product being released after your purchase date does not qualify as grounds for a refund, replacement, or exchange.
Non-Returnable Items
The following items are not eligible for return or refund:
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Items returned after the active guarantee period has expired
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Items that are used, opened, or not in original condition, unless approved due to a verified defect
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Opened or used items returned due to change of mind, personal preference, or dissatisfaction unrelated to a verified defect
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Items with visible wear, scratches, stains, damage, or signs of misuse
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Items damaged due to customer misuse, negligence, improper handling, or accidental damage
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Items missing accessories, components, manuals, packaging, or included parts
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Items marked as Final Sale at the time of purchase
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Unauthorized returns sent without written approval from Oakvell
How to Initiate a Return
To start a return or refund request, please email us at:
Use the subject line:
Return Request – Order #[your order number]
Please include:
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Your order number
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The item or items you wish to return
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The reason for your request
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Photos or videos, if the item is damaged, defective, not working properly, or missing parts
Our team will review your claim and respond within 2–3 business days. If your request is approved, we will provide the appropriate return instructions.
If your return is approved and a return label or return instructions are provided, you must ship the item back within 7 calendar days of receiving the instructions. Failure to do so may void the return request.
Please do not ship any item back without receiving written authorization from Oakvell. Unauthorized returns will not be refunded.
European Union — 14-Day Cooling Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition as received — unused, with tags, and in its original packaging — and you must provide the receipt or proof of purchase. Standard return fees and conditions outlined in this policy apply.
Chargeback & Dispute Notice
By purchasing from Ossez, you agree to contact us directly at support@getossez.com to resolve any dissatisfaction before initiating a chargeback or payment dispute with your bank or card issuer.
Ossez maintains detailed records of all transactions, communications, delivery confirmations, and policy agreements. In the event of a chargeback, we will submit this policy — along with all available order and communication records — as evidence to the payment processor. Chargebacks filed on orders that are eligible for resolution under this policy may be disputed in full.
Policy Updates
Ossez reserves the right to modify this policy at any time. The version in effect at the time of your purchase governs your order. We encourage customers to review this page before completing a purchase.