Refund policy
Last updated: March 23, 2026
Currency displayed on the website: USD
At Oaknova, we want customers to be able to review our return terms, return request window, return shipping responsibility, and refund timing before placing an order. This Return and Refund Policy explains how we handle approved standard returns and how we review products reported as damaged, defective, incorrect, or incomplete on delivery.
For the purposes of this policy, business days means Monday through Friday, excluding public holidays.
1. Standard Returns
1.1 When a Standard Return Applies
Oaknova accepts standard returns for eligible products under this policy.
A standard return means the return request is based on reasons such as:
- the customer no longer wants the item
- the customer selected the wrong item
- the customer changed their mind after delivery
- the request does not relate to a defect, shipping damage, missing parts on delivery, or an incorrect item sent by us
1.2 Standard Return Request Window
A request for a standard return must be submitted within 30 days from the delivery date.
This 30-day period is the deadline for submitting the return request. It is not the deadline for the return parcel to arrive back.
1.3 Condition Required for a Standard Return
For a standard return to be eligible, the product must remain in new condition.
That means the item must:
- be unused
- be unassembled
- not be altered
- not be used beyond what is reasonably necessary for initial inspection
- remain in the same condition in which it was delivered
- include all parts, accessories, inserts, and packaging originally received
A standard return may be refused if the item:
- has been used
- has been assembled
- has been modified
- has been damaged after delivery for reasons unrelated to an issue present at delivery
- is missing parts, components, accessories, or original included packaging
- is no longer suitable for resale
Opening the box and inspecting the item does not by itself make a product ineligible, provided the product still meets the conditions above.
1.4 Return Shipping and Refund Amount for a Standard Return
If a standard return is approved:
- Oaknova will provide the return instructions for that approved return
- the customer will not be charged for approved return shipping
- the refund will cover the eligible product amount only
- the original outbound shipping charge is not refundable for a standard return
This means that for an approved standard return, the refund applies to the returned item’s eligible purchase value, but does not include the original shipping fee paid for the order.
Customs duties, import charges, local taxes, clearance fees, and similar destination-country charges are not refundable unless required by applicable law.
1.5 How to Request a Standard Return
To request a standard return, please contact us and include:
- your order number
- the name used for the order
- the item you want to return
- the reason for the return
Please do not send any item back before receiving approval and the correct return instructions from Oaknova.
1.6 Review After a Standard Return Is Received
Once an approved standard return is delivered to the return location provided in our instructions, we generally aim to inspect it and update the customer within 3 business days.
If additional review is required, or if return volume is unusually high, this inspection period may take longer.
If the returned item passes inspection and is approved for refund, the refund will be processed in accordance with Section 8 of this policy.
1.7 Partial Standard Returns
If an order contains more than one item, a return may be approved for all eligible items or only for part of the order.
Where only part of an order is returned:
- the refund applies only to the approved returned item or items
- items not being returned are not included in the refund
- the original outbound shipping charge remains non-refundable for standard returns
2. Items Reported as Damaged, Defective, Incorrect, or Incomplete on Delivery
2.1 When This Section Applies
This section applies where the customer reports that the product:
- arrived damaged
- was defective on arrival
- was not the item ordered
- was missing parts, components, or accessories at delivery
This section applies to the condition or contents of the item received.
If a parcel is marked delivered but cannot be found, or appears lost or seriously delayed in transit, please refer to our Shipping Policy for the applicable shipping-related review process.
2.2 Reporting Window
If your order arrives with one of the issues described above, please contact Oaknova within 48 hours of delivery.
Prompt reporting helps us review the case more efficiently and helps preserve the support options that may be available for the issue.
Customers are strongly encouraged to inspect the parcel promptly after delivery and keep clear photos or video of the product, included parts, and packaging where available.
2.3 Information to Include
When reporting an issue under this section, please provide:
- your order number
- the name used for the order
- a short description of the issue
- clear photos of the item
- photos or video from opening the parcel, if available
- photos of the outer packaging if there is visible delivery damage
2.4 Reports Submitted After 48 Hours
If an issue is reported after 48 hours from delivery, Oaknova may still review the case.
Where the customer provides sufficient evidence showing that the issue existed at the time of delivery, we may still treat the matter under this section.
Useful supporting evidence may include:
- an unboxing video
- clear photos taken when the parcel was first opened
- visible damage to the shipping carton
- clear images showing the item condition and included parts
Evidence may be considered insufficient where, for example:
- there are no photos or video showing the condition at opening
- there is no evidence of what parts or packaging were included
- the product shows signs of assembly, use, modification, or later damage
- the information provided is unclear, incomplete, or inconsistent
- the claim is made only after extended use and there is no evidence the problem existed on delivery
If there is not enough evidence to confirm that the issue was present on delivery, the request may still be reviewed under Section 1 as a standard return, provided the item still meets the standard return conditions.
2.5 Resolution Options for Confirmed Delivery Issues
If Oaknova confirms that an item arrived damaged, defective, incorrect, or incomplete, we may provide one of the following resolutions depending on the circumstances of the case.
Option A: Replacement
We may send a replacement item.
If a replacement is approved:
- the customer does not pay additional outbound shipping for the replacement
- Oaknova covers the shipment cost for the replacement
- if return of the affected item is required, we will provide the return instructions
- the customer will not be charged for approved return shipping in that case
Option B: Refund
If a replacement is not requested, not suitable, or not available, we may approve a refund.
If a refund is approved for a confirmed issue under this section:
- the refund may include the eligible product amount
- where applicable, the original outbound shipping charge may also be refunded
- if return of the affected item is required, we will provide the return instructions
- the customer will not be charged for approved return shipping
If the confirmed issue affects only one item in a multi-item order, Oaknova may resolve that affected item separately rather than treating the entire order as affected.
Where only part of a multi-item order is approved for refund under this section, any refund of the original shipping charge will be determined based on the circumstances of the order and the issue being resolved.
3. Exchanges
Oaknova does not operate a general exchange program.
If a customer wants a different model, version, color, or item for personal preference reasons, that request is not handled as a direct exchange.
If we send a replacement for an item confirmed as damaged, defective, incorrect, or incomplete on delivery, that replacement is a case resolution under Section 2 and not a standard exchange service.
4. Response Time for Return Requests
After a return or refund request is submitted with the necessary information, Oaknova generally aims to respond within 1 to 2 business days.
Response times may be longer if:
- more information is needed
- photos or order details are incomplete
- request volume is unusually high
5. Do Not Send Items Back Without Approval
All returns must be reviewed and approved before the item is sent back.
Please do not return any parcel before contacting Oaknova and receiving the correct instructions for your approved case.
Unapproved returns may be delayed, refused, or remain ineligible for processing.
6. Return Instructions and Return Location
If a return is approved, the item must be sent only to the return location identified in Oaknova’s return instructions.
Oaknova contact address:
1501 N College Ave, Fayetteville, AR 72703
This contact address should not be treated as the automatic return address unless we expressly instruct the customer to use it for the approved return.
7. Restocking Fees
Oaknova does not charge restocking fees for returns approved under this policy.
8. Refund Processing Time
Once the returned item has been received, inspected, and approved for refund, Oaknova will process the refund within 7 business days.
This period starts after:
- the returned item is received
- the inspection has been completed
- the refund is approved
Refunds are issued to the original payment method used for the order unless otherwise required by law or expressly agreed otherwise.
Depending on the customer’s bank, card issuer, or payment provider, additional posting time may be required before the refunded amount appears in the account.
9. Final Sale Items
If an item is clearly marked on the website, on the product page, or at checkout as final sale, that item is not eligible for a standard return or refund unless:
- applicable law requires otherwise
- the item is confirmed to have arrived damaged, defective, incorrect, or incomplete
If an item was not clearly marked as final sale before purchase, it will be reviewed under this policy.
10. Return FAQ
10.1 What if my item has a problem but more than 48 hours have passed since delivery?
Please contact us as soon as possible and provide your order number, a description of the issue, and clear supporting photos or video where available.
If the evidence shows the issue existed at delivery, we may still review the case under Section 2. If that cannot be established, the request may still be reviewed as a standard return under Section 1 if the item remains eligible.
10.2 I opened the box. Can I still return the item?
Yes. Opening the box for inspection does not automatically make the item ineligible. For a standard return, the item must still be new, unused, unassembled, complete, and in original condition.
10.3 What happens if I return only part of a multi-item order?
If only certain items are approved for return, the refund will apply only to those approved returned items. For standard returns, the original outbound shipping charge is not refunded. For confirmed delivery issues, any shipping refund, if applicable, is reviewed based on the circumstances of the case.
10.4 After I send the item back, how long until I receive my refund?
After the item is returned, received, inspected, and approved, Oaknova processes the refund within 7 business days. Your payment provider may then require additional time to post the refund to your account.
10.5 What if tracking says delivered, but I did not receive the parcel?
If the parcel is marked delivered but cannot be found, please refer to our Shipping Policy and contact us within the timeframe stated there. That type of issue is handled as a delivery-status issue rather than a return issue.
11. General Policy Notes
This Return and Refund Policy should be read together with the information shown on the website, at checkout, and in any related Oaknova policies, including the Shipping Policy.
If applicable law in a customer’s jurisdiction requires different treatment, Oaknova will apply that law to the extent required.
12. Contact Us
If you need help with a return or refund request, please contact us:
Oaknova
Address: 1501 N College Ave, Fayetteville, AR 72703
Phone: +1 (479) 849-5758
Email: support@oaknovallc.com
Support Hours: Mon–Sun, 8:00 AM–5:00 PM CST