Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@eldritchoak.co.uk.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded this may be reviewed on a case by case basis.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@eldritchoak.co.uk. and we will send the relevant returns details.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, send us an email at support@eldritchoak.co.uk and we will send the relevant returns details.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@eldritchoak.co.uk for questions related to refunds and returns.
Returns & Refunds Policy (Vendors)
Overview:
Eldritch Oak hosts the Oak Market Square, providing a platform for independent vendors to sell their products. Please note that all returns, refunds, and disputes are handled directly by the individual vendors. Eldritch Oak does not process refunds or returns on behalf of vendors.
1. Vendor Responsibility:
Each vendor sets their own returns and refund policies. Buyers are encouraged to review the vendor’s policy before making a purchase. Vendors are responsible for:
- Processing return requests
- Issuing refunds or exchanges
- Handling disputes or complaints
2. How Returns & Refunds Work:
- Buyers must contact the vendor directly regarding any return or refund request.
- Vendors should provide instructions on how to return items, including timelines and conditions.
- Refunds should be processed through the platform’s WooCommerce/Dokan system.
3. Disputes:
- If a buyer and vendor cannot resolve an issue, Dokan’s dispute system can be used for mediation.
- Eldritch Oak may provide guidance on platform usage but does not intervene in individual disputes unless platform policies are violated.
4. Buyer Guidance:
- Always check the vendor’s profile and policy before purchase.
- Communicate any issues promptly and respectfully with the vendor.
- Use the Dokan dispute system if the issue cannot be resolved directly.
5. Vendor Guidance:
- Clearly outline your returns and refund policy on your storefront.
- Respond promptly to buyer requests and disputes.
- Maintain records of all transactions and communications for transparency.
6. Important Note:
Eldritch Oak provides the marketplace infrastructure only. Buyers and vendors are responsible for ensuring transactions comply with applicable consumer laws.
Any vendor or customer found abusing the site, violating platform policies, or engaging in fraudulent or harmful behavior will be banned and removed from the Oak Shire marketplace. Eldritch Oak reserves the right to suspend or terminate accounts at its discretion to maintain a safe and trustworthy environment for all users.
Vendors on the Oak Shire marketplace may choose to adopt the same returns and refund policy as Eldritch Oak. If a vendor opts to do so, they must clearly indicate this on their storefront so that buyers are aware of the aligned policy.