Return, Refund and Cancellation Policy

Last updated: October 11, 2026

We want you to have a positive shopping experience. Please read our return, refund and cancellation policy carefully before placing an order.

1. Returns and Eligibility

Return requests are reviewed according to the product's condition, the reason for the return, the applicable product-specific terms, and applicable consumer protection laws.

To be eligible for a return, an item should generally be unused, in its original condition, and returned with its original packaging, accessories and tags, where applicable.

Some products may be subject to specific return conditions. Any applicable restrictions will be communicated on the product page or before purchase.

Nothing in this policy limits your statutory rights regarding defective, damaged, misdescribed or incorrectly supplied products.

2. How to Request a Return

Please contact us at supply@oakwellsupply.com before sending any product back.

When contacting us, please provide:

• Your order number.

• The reason for your return request.

• Clear photographs or videos if the product is damaged, defective or incorrect.

Our team will review your request and provide the next steps, including return instructions where applicable.

Please do not send products to an address without receiving return instructions from us.

3. Damaged, Defective or Incorrect Products

Please inspect your order upon delivery.

If you receive a damaged, defective or incorrect product, contact us as soon as possible with your order number and supporting photographs or videos.

After reviewing your request, we will explain the available resolution, which may include a replacement, return or refund, as appropriate and required by applicable law.

We will not refuse a valid claim solely because the product was shipped directly from a supplier.

4. Non-Returnable Products

Certain products may not be eligible for return where permitted by applicable law. Examples may include products that are personalised, perishable, hygiene-sensitive or otherwise exempt from return under applicable rules.

Any product-specific exclusions will be disclosed before purchase where required.

Defective, damaged, misdescribed or incorrectly supplied products will be handled in accordance with applicable law, regardless of any general return exclusion.

If you are unsure whether an item qualifies for a return, please contact us before sending it back.

5. Exchanges and Replacements

If you wish to exchange a product or request a replacement, contact us before returning the item.

Exchanges and replacements are subject to product availability and the circumstances of the request. Where a replacement is unavailable or another remedy is required by law, we will communicate the available options.

6. Order Cancellations

If you need to cancel an order, contact us as soon as possible at supply@oakwellsupply.com and include your order number.

Cancellation requests will be considered based on the order's fulfilment and dispatch status and applicable law. Once an order has been dispatched, cancellation may no longer be possible, although return or other remedies may remain available where applicable.

We will not exclude cancellation or other rights that must be provided under applicable law.

7. Refunds

Approved refunds will be processed using an appropriate refund method:

• Prepaid orders: Refunds will generally be issued to the original payment method.

• Cash on Delivery (COD) orders: We may request valid bank account or UPI details to process an approved refund.

Refund processing begins after the return or claim has been reviewed and the refund has been approved, where inspection is applicable.

The time taken for the funds to reach you may depend on your bank, payment provider or payment method. We will communicate any relevant processing information when confirming your refund.

If your refund has not arrived within the communicated timeframe, please contact us with your order number.

8. Return Shipping Costs

For change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law and where this responsibility was properly disclosed.

For eligible claims involving damaged, defective or incorrectly supplied products, we will explain the return shipping arrangements and applicable resolution.

Please contact us before arranging return shipping so that we can provide the correct instructions.

9. Undelivered Orders and COD Refusals

Please ensure your delivery address and contact number are accurate and that someone is available to receive your order.

If an order cannot be delivered or a COD order is refused, we may need to coordinate with the delivery partner or supplier to determine the next steps.

Any cancellation, refund or shipping-cost decision will be handled according to the circumstances and applicable law. Statutory consumer rights will not be waived by this policy.

10. Contact Us

For return requests, refunds, exchanges, cancellations or product-related issues, contact:

Email: supply@oakwellsupply.com

Please include your order number in your message so we can assist you efficiently.

This policy is subject to applicable Indian consumer protection laws and other applicable legal requirements.