Return Exchange Policy
A. Policy Objective
This policy explains how return and exchange requests are reviewed and handled after a purchase is completed on this website. It is intended to outline post-purchase options in a clear, structured, and transparent manner.
B. Applicability
This policy applies only to products purchased directly through this website. It does not apply to transactions completed via third-party platforms or marketplaces.
C. Timeframe and Conditions for Consideration
In line with applicable UK consumer protection requirements, customers may submit a return or exchange request within 30 calendar days starting from the date the goods are delivered.
A return or exchange request may be considered if all of the following conditions are met:
-
The request is submitted within 30 calendar days of delivery
-
The product remains in resalable condition and has not been used beyond what is necessary for inspection
-
Original components, packaging, labels, and included items are returned together
Once a request is approved, the item must be dispatched back within 30 calendar days from the date the return or exchange authorisation is issued.
Requests that fall outside these timeframes or do not meet the above conditions may be declined.
D. Items Not Eligible
Certain products may be excluded from return or exchange due to hygiene reasons, safety considerations, or regulatory limitations.
Any such exclusions are clearly disclosed prior to purchase where applicable.
E. Exchange Handling
Exchange requests must be submitted within the same 30-day request period.
All exchanges are subject to inventory availability and inspection results. If a replacement item cannot be supplied, an alternative resolution—such as a return and refund—may be offered in accordance with this policy.
F. Request Submission Procedure
Customers must submit return or exchange requests using the contact methods provided on the website. Required information may include order reference numbers and a description of the request.
Approval must be obtained before any item is returned. Unauthorised returns may not be accepted or processed.
G. Return Transit Responsibility
Unless otherwise stated, customers are responsible for arranging and covering the cost of return shipping.
Returned items should be sent using a shipping service that provides tracking. We are not liable for loss or damage occurring during return transit.
H. Assessment Upon Receipt
Returned items are reviewed upon receipt to confirm compliance with this policy, including condition and timing requirements.
Approval of a return, exchange, or refund is subject to the outcome of this assessment.
I. Outcome and Next Steps
Where a return is approved, the next steps—such as refund processing or exchange dispatch—are handled in accordance with the relevant policy and operational procedures.
Approved refunds are typically processed within 3–7 business days after the returned item has been received and approved. The time required for funds to appear depends on the payment service provider and banking processes.
J. Incorrect or Defective Deliveries
If a product arrives with a material defect or does not correspond to the order, customers should notify us promptly so the issue can be evaluated.
Such cases are handled in accordance with applicable UK consumer protection laws.
K. Statutory Rights
Nothing in this policy limits or excludes statutory consumer rights available under UK law.
L. Policy Integration
This policy should be read together with our Refund Policy, Shipping Policy, and Terms of Service.
M. Amendments
This policy may be amended periodically to reflect changes in operations or legal requirements. The version published on the website at the time of purchase applies.
Contact Information
Email:
fastsupport@pureoakliving.com
Customer Service:
+1 (210) 964-7281
Address:
2020 BROOK MEADOW, FORNEY, TX, 75126, US
Support Hours:
Monday to Friday
10:00 – 18:30 (GMT / UK Time)