At Oakmoren, we aim to provide a clear and transparent refund process. This Refund Policy explains when refunds may be issued and how they are processed.
Oakmoren is operated by SYSTEK (HONG KONG) TRADING LIMITED.
1. Refund Eligibility
A refund may be available in accordance with our policies when:
- An eligible return has been approved and received
- An item arrives damaged or defective
- An incorrect item is delivered
- An accepted order is cancelled before shipment
- We are unable to fulfill an order
- A refund is otherwise required under applicable consumer protection law
Return eligibility is subject to our Return & Refund Policy.
2. 30-Day Return Period
Eligible products may be returned within 30 days of receiving your order.
To request a return or refund, please contact us before sending any product back:
Please include your:
- Full name
- Order number
- Email address used for the purchase
- Reason for the request
For damaged, defective, or incorrect products, please also provide clear photos or video where reasonably possible.
3. Refunds for Returned Items
After an approved return reaches the designated return location, the item may be inspected to confirm that it meets the applicable return conditions.
Once the refund is approved, we will notify you by email.
Approved refunds will be issued to the original payment method used for the purchase.
4. Refund Processing Time
Oakmoren generally processes approved refunds within:
5–10 business days
after refund approval.
Once the refund has been submitted, your bank, credit card issuer, or other payment provider may require additional time to post the funds to your account.
We do not control processing times imposed by financial institutions.
5. Damaged or Defective Items
If your order arrives damaged or defective, please contact us as soon as possible at:
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video of the product
- Photographs of the packaging where relevant
After reviewing the issue, we may provide an appropriate resolution, including a replacement or refund.
For verified damaged or defective items, you will not be required to pay return shipping where a return is necessary.
6. Incorrect Items
If you receive a product different from the item you ordered, please contact:
Include your order number and clear photographs of the product received.
Once verified, we will provide an appropriate resolution, which may include a replacement or refund.
7. Cancelled Orders
If you wish to cancel an order, please contact us as soon as possible.
Orders that have not yet been processed or shipped may be eligible for cancellation.
If an eligible cancellation is approved after payment has been collected, the refund will be returned to the original payment method.
Once an order has already been dispatched, it cannot normally be cancelled and must instead follow our return procedure.
8. Out-of-Stock or Unavailable Products
In the uncommon event that we are unable to fulfill an item after your order has been accepted, we may:
- Contact you regarding available options, or
- Cancel the affected item or order and issue an appropriate refund
You will not be charged for products that we are unable to fulfill.
9. Original Shipping Charges
Original shipping charges are generally non-refundable when a customer returns an item for reasons unrelated to:
- Product defects
- Product damage
- Incorrect fulfillment
- An error by Oakmoren
This does not limit any rights provided under applicable consumer protection law.
10. Return Shipping Costs
For returns based on a change of mind or other reason not caused by Oakmoren, the customer is generally responsible for return shipping costs.
For verified damaged, defective, or incorrectly fulfilled orders, Oakmoren will cover applicable return shipping costs where a return is required.
11. Partial Refunds
In certain circumstances, an eligible return may receive a partial refund if the item is returned with:
- Missing components
- Missing accessories
- Damage caused after delivery
- Material signs of use
- A condition substantially different from how it was received
Where a deduction applies, we will communicate the reason after reviewing the returned item.
12. Non-Refundable Items
Certain products may not qualify for a refund, including:
- Personalized or custom-made products
- Gift cards
- Items clearly identified as final sale
- Products damaged through misuse after delivery
- Items that do not meet the applicable return conditions
Any exclusions will remain subject to mandatory consumer rights under applicable law.
13. Missing Refunds
If you have received confirmation that a refund was issued but have not yet received the funds, please:
- Check your original payment account.
- Contact your bank or payment provider.
- Allow for their normal refund processing time.
If the refund still cannot be located after the applicable processing period, please contact us at:
14. Refund Method
Refunds are generally returned only to the original payment method.
For security and fraud-prevention reasons, we normally cannot redirect an approved refund to a different card, bank account, or payment method.
15. Chargebacks and Payment Disputes
If you believe there is an issue with an order or payment, we encourage you to contact our customer support team first.
We will make reasonable efforts to investigate legitimate concerns and provide an appropriate resolution.
Email: service@oakmoren.com
16. Contact Us
For refund questions or assistance with an existing order, please contact:
Oakmoren Customer Service
Email: service@oakmoren.com
Oakmoren is operated by:
SYSTEK (HONG KONG) TRADING LIMITED
ROOM 2111, GALA PLACE
56 DUNDAS STREET
KL, HONG KONG