At Oakhaven, we are committed to ensuring your satisfaction with our curated selection of products designed to enhance your modern lifestyle. We stand behind the quality and innovation of our offerings. However, we understand that sometimes a product may not meet your expectations or fit your needs perfectly. This policy outlines the procedures, conditions, and timelines for returning products purchased from Oakhaven.

Please read this policy carefully before making a purchase. By purchasing from Oakhaven, you agree to the terms outlined below.

1. General Return Policy & Timeframe

Standard Return Window: For most eligible products, Oakhaven offers a 30-day return window. This period begins on the date the item is delivered to your address, as confirmed by carrier tracking information.

Trial Periods: Some specific products, like certain accessories or potentially designated furniture items, may explicitly mention a "30-Day Trial" or similar offer on their product page. This allows you to try the product under specific conditions. Please refer to the individual product page for details on any specific trial period terms, which supersede this general policy if different. bHaptics products mention a 45-day money-back guarantee (customer pays return shipping). Ensure consistency or clarity on these varying periods.

Initiation: To initiate a return, you MUST contact Oakhaven Customer Support within the applicable return window (30 days, 45 days for bHaptics, or other specified trial period) to obtain a Return Merchandise Authorization (RMA) number and return instructions. Returns sent without an RMA number will not be accepted or processed.

2. Eligibility Conditions for Return

To be eligible for a return and refund, the product must meet the following conditions:

Condition: The item must be in new, unused, or like-new condition. "Like-new" generally applies to items under a specific trial period and means free from significant wear, scratches, stains, damage, or modifications. Items must be free from dirt, dust, pet hair, or odors.

Original Packaging: The item MUST be returned in its complete original packaging, including all boxes, inserts, protective materials, manuals, accessories, and any included components. Failure to return the item in its complete original packaging may result in the return being rejected or significant restocking fees being applied. This is especially critical for large items like furniture and massage chairs to ensure safe transit back to us or the manufacturer.

RMA: A valid RMA number issued by Oakhaven Customer Support must be clearly associated with the return shipment.

3. Non-Returnable Items and Exclusions

Certain items are generally not eligible for return or refund, unless they arrive damaged or defective:

Assembled WorkPods: Due to the nature of assembly and installation, WorkPods (Mini, Standard, Versatile, Solar) are non-returnable once assembly has begun or been completed. Please ensure you review all specifications, dimensions, and local regulations before purchasing and installing a WorkPod. Furniture included within a furnished WorkPod bundle may be returnable under the standard furniture policy if unboxed and unused, but the Pod structure itself is excluded.

Sale or Clearance Items: Products marked as "Final Sale," "Clearance," or purchased during specific promotional events explicitly stating non-returnability may not be eligible for return. (This was mentioned in some product FAQs).

Customized Items: Any items specifically customized to your requirements (e.g., non-standard colors, modifications) may be non-returnable.

Hygiene Products: For health and safety reasons, items like opened/used massage chair cleaners, potentially inner gloves for haptics (if used extensively), or other items deemed personal hygiene products may not be returnable once opened or used.

Digital Products/Software: Any digital downloads or software licenses are typically non-refundable.

Items Without Original Packaging: As stated above, items not returned in complete original packaging are generally ineligible.

4. Return Process

Contact Customer Support: Within the eligible return window, contact Oakhaven Customer Support to request a return. Provide your order number and reason for return.

Receive RMA & Instructions: If your return is approved based on eligibility criteria, we will provide you with an RMA number and detailed instructions on how and where to ship the item back. Do NOT ship items back without this authorization.

Package Your Return: Carefully repackage the item in its complete original packaging, ensuring it is protected for transit. Include all original parts and accessories. Clearly mark the RMA number on the outside of the shipping box(es) as instructed.

Ship the Item: You are generally responsible for arranging and paying for the return shipping costs, unless the return is due to an Oakhaven error (e.g., wrong item sent) or a confirmed defect covered under warranty upon arrival. We strongly recommend using a trackable shipping method and insuring the package, as Oakhaven is not responsible for items lost or damaged during return transit. For large freight items (massage chairs, unassembled furniture), we may assist in coordinating freight pickup, but the cost will typically be deducted from your refund.

5. Refund Process

Inspection: Once the returned item is received at our warehouse or the manufacturer's facility, it will be inspected to ensure it meets the eligibility conditions (condition, packaging, completeness). This inspection process typically takes 5-10 business days after receipt, but may take longer for complex items.

Refund Approval/Rejection: We will notify you via email regarding the approval or rejection of your refund based on the inspection results.

Refund Issuance: If approved, your refund will be processed back to your original method of payment. Please allow approximately 5-10 business days for the refund to reflect in your account after processing, depending on your bank or credit card issuer.

Deductions:

Return Shipping Costs: If Oakhaven arranged return shipping (especially for freight), the actual cost incurred will be deducted from your refund, unless the return was due to our error or defect.

Restocking Fees: For certain items, particularly large furniture, massage chairs, or items returned under a trial period showing signs of use (but still deemed acceptable), a restocking fee (typically 15-25% of the purchase price) may be deducted from your refund to cover inspection, handling, and repackaging costs. Any applicable restocking fees will be communicated during the RMA process or are outlined on specific product pages. Items returned without original packaging or with significant damage/missing parts may incur higher fees or be rejected altogether.

Original Shipping Costs: Original shipping charges paid on the order are generally non-refundable, unless the return is due to Oakhaven's error.

6. Exchanges

Oakhaven generally does not offer direct exchanges. If you wish to exchange an item for a different one, the standard process is to return the original eligible item for a refund (following the policy above) and place a new order for the desired item separately.

7. Damaged or Defective Items

If you receive an item that is damaged upon arrival or discover a manufacturing defect within the return window, please contact Oakhaven Customer Support immediately (within 48 hours for shipping damage). Provide your order number, a description of the issue, and photographic/video evidence. We will work with you to resolve the issue, which may involve repair, replacement parts, a full replacement, or a return for a full refund, typically covered under warranty provisions (see our Warranties policy). Do not attempt repairs yourself without authorization, as this may void the warranty.

8. Contact Information

For all return and refund inquiries, please contact us.