Refund policy

Refund & Returns Policy

At Oak Guys, almost all of our products are manufactured specifically after an order is placed. This includes products ordered using our online size calculators, standard size options and customer-selected specifications.

Made-to-Order Products

As our products are manufactured specifically for each order, they cannot be returned, refunded or exchanged simply because:

  • Incorrect dimensions were ordered.

  • The wrong specification or options were selected.

  • The item is no longer required.

  • You have changed your mind after production has commenced.

Please ensure all measurements and specifications are checked carefully before placing your order.

This does not affect your statutory rights where goods are faulty, damaged during delivery or supplied incorrectly.

Damaged or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If your order has been damaged during transit, contains the wrong item, or you believe it has been manufactured incorrectly, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of both the product and any packaging where applicable.

We will investigate the issue promptly and, where appropriate, arrange a repair, replacement or refund.

Returns

Where Oak Guys has agreed to accept a return, products must be returned in their original condition and suitably packaged to prevent damage during transit.

Returns sent without prior authorisation may not be accepted.

Unless the return is due to our error or a faulty product, return shipping costs remain the responsibility of the customer.

Refunds

Once an authorised return has been received and inspected, we will notify you whether your refund has been approved.

Where a refund is due, it will be processed back to your original payment method. Please note that banks and card providers may take several working days to process the transaction.

Contact Us

If you have any questions regarding your order or this policy, please contact us at:

Email: info@oakguys.com

We're always happy to help wherever we can.