Refund policy

 

At Oakivo, customer satisfaction is important to us. We want you to feel confident when shopping for lamps and lighting products through our online store. This Return & Refund Policy explains the conditions for returning products, requesting refunds, and resolving issues with your orders.

1. Return Policy

Oakivo offers a 14-day return window from the date your order is delivered.

To be eligible for a return, the following conditions generally apply:

The return request must be submitted within 14 days of delivery.
The product should be unused and in its original condition.
The product should be returned with its original packaging, accessories, manuals, and included components where reasonably possible.
Proof of purchase, such as an order confirmation or order number, must be provided.
The product must meet the applicable return eligibility requirements and any mandatory consumer rights under local law.

Please contact our customer support team before sending a product back to receive return instructions.

2. How to Request a Return

To request a return, follow these steps:

Contact us at support@oakivo.com within 14 days of receiving your order.
Include your order number, the product name, and the reason for your return.
Provide photographs if the product is damaged, defective, or incorrect.
Wait for our customer support team to review your request and provide return instructions.
Carefully package the product and return it according to the instructions provided.

Please do not send products to an address other than the designated return address provided by our support team.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at support@oakivo.com.

Include your order number, a description of the issue, and clear photographs where appropriate. We will review the issue and work with you to determine an appropriate resolution, which may include a replacement, return, or refund, subject to applicable law.

Please retain the original packaging until the issue has been resolved, if possible.

4. Refund Policy

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed within 3 business days of approval.

Refunds will generally be issued to the original payment method where possible. The time it takes for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

Please note that processing a refund within 3 business days does not guarantee that the funds will appear in your account within the same period.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return and applicable consumer protection laws.

Damaged, defective, or incorrect products: Oakivo will provide appropriate assistance with return shipping costs in accordance with applicable law and our return instructions.
Change of mind: Customers may be responsible for return shipping costs where permitted by law and where this condition has been properly disclosed.
Shipping errors: If the return is necessary because of an error on our part, we will work with you to resolve the issue fairly.

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

6. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law. These may include:

Products that have been damaged through misuse, improper installation, or unauthorized modification.
Items returned with missing components or significant damage caused after delivery.
Products specifically identified as non-returnable before purchase, where such restrictions are lawful.

These exclusions do not affect any mandatory rights you may have regarding defective, damaged, misdescribed, or incorrectly supplied products.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@oakivo.com.

Cancellation requests are subject to the order's processing and shipping status. If an order has already been dispatched, you may need to follow the standard return procedure after delivery.

If a cancellation is approved and payment has been collected, any applicable refund will be processed in accordance with this policy and applicable law.

8. Exchanges and Replacements

If you receive a damaged or defective lamp or lighting product, please contact our support team to discuss an eligible replacement or another appropriate resolution.

Exchanges and replacements are subject to product availability and applicable consumer protection requirements.

9. Refund Delays

If you have not received your refund after it has been processed, we recommend:

Checking your bank account or payment statement.
Contacting your card issuer or payment provider to ask about processing times.
Contacting Oakivo if the refund remains outstanding so we can review the transaction.

Please allow for any additional processing time required by your financial institution.

10. Contact Us

If you have questions about returns, refunds, exchanges, or cancellations, please contact us using the details below.

Business Name: Oakivo
Email: support@oakivo.com
Phone: +1 402-342-3301
Address: 3001 Dodge St Walgreens, Omaha, NE 68131, United States

Our customer support team will be happy to assist you with your request.

Thank you for shopping with Oakivo. We appreciate your trust and strive to make your shopping experience as smooth and convenient as possible.