Returns & Refunds Policy – Oak and Ember
At Oak and Ember, we take pride in creating high-quality, custom-made products tailored just for you. As each item is personalized and made to order, we are unable to accept returns or offer refunds for change of mind. However, we are committed to ensuring you receive a product that meets our high standards.
Faulty or Defective Products
Under Australian Consumer Law, you are entitled to a replacement or refund if the product you receive has a major fault or defect that:
- Makes it unsafe to use
- Is significantly different from what was described
- Is not of acceptable quality due to a manufacturing fault
If you believe your item is faulty, please contact us within 7 days of receiving your order at hello@oakandember.com.au with:
✔ A description of the issue
✔ Clear photos of the defect or damage
✔ Your order details
We will assess the claim and, if eligible, provide a replacement or refund.
Incorrect Personalization or Errors
As all orders are custom-made, we cannot accept returns for incorrect details provided by the customer. Please double-check all personalization details before placing your order. If an error was made on our part, we will gladly replace the item at no cost to you.
Shipping Damage
We take great care in packaging our products, but if your item arrives damaged due to transit, please notify us within 48 hours of delivery with photos of the packaging and item. We will work with you to resolve the issue.
Cancellations & Changes
Due to the personalized nature of our products, we cannot cancel or modify orders once production has started. Please ensure all details are correct before confirming your order.
Need Help?
For any questions or concerns about your order, reach out to us at hello@oakandember.com.au We’re here to help!