OAKSELIAHOME™ | Operator: Shenzhen Bedco Technology Co., Ltd. | Legal Representative: Yang Zeling
Registered Business Address: 32C, Building 10, Jindi Meilong Town, Xinniu Community, Minzhi Subdistrict, Longhua District, Shenzhen | Official Email: service@oakseliahome.com
Effective date: September 30, 2026
1. Return Service Window
An eligible return request may be opened within 60 calendar days after confirmed delivery. Confirmed delivery means the delivery event recorded by the carrier or another reliable record showing that the parcel reached the customer or designated recipient. If the delivery record is disputed, contact customer care promptly so the starting date can be reviewed.
The 60-day period is the time for sending the return request. It does not authorize an item to be mailed to an unconfirmed address. Wait for written routing and case instructions before dispatching a return.
2. Starting a Request
Write to the official email shown above and include the order reference, product name, quantity, return reason, current condition, date of delivery, and requested outcome. Clear photographs may be required when the request concerns breakage, chips, cracks, an incorrect item, missing set pieces, or a material difference from the listing.
Customer care normally reviews a complete after-sales request within three business days. If essential information is missing, the review period begins after the requested information is supplied. A first response may open an investigation rather than conclude it when a carrier or fulfillment check is necessary.
3. Condition for an Ordinary Return
For a change-of-mind request, the product should be unused, unwashed, free of food or residue, complete with all set pieces and accessories, and protected by the original packaging where reasonably available. Labels, inserts, and fitted protective materials should remain with the product when they are needed to identify it or prevent breakage.
Reasonable handling to view the item is different from use. Washing, cooking, serving food, storing ingredients, exposing the item to unsupported temperature conditions, scratching the surface, or disposing of a required component may affect eligibility or the amount available after inspection.
4. Damaged, Defective, Incorrect, or Incomplete Deliveries
Inspect the parcel as soon as reasonably possible. If glass is broken, do not handle sharp pieces with bare hands. Keep children and animals away, preserve the packaging and label, and photograph the condition safely. Do not return shattered glass unless customer care gives specific safe instructions.
For an incorrect product or missing component, photograph everything received together, including the outer label. We will compare the evidence with the product and fulfillment records. Where the report is verified, the store will offer an appropriate remedy consistent with applicable law, available inventory, and the customer’s circumstances.
5. Items That May Not Qualify
A return may be refused or adjusted where the item was used beyond reasonable inspection, washed, contaminated, altered, intentionally damaged, returned with unrelated contents, missing substantial components, or sent after the service window without a legal exception. Products identified as final and non-returnable before order submission may be excluded where applicable law permits that restriction.
These limits do not remove mandatory rights for a product that arrived damaged, was materially misdescribed, was not the product ordered, or is subject to another non-waivable remedy. A condition caused solely by normal transit should not be treated as customer misuse.
6. Return Authorization and Destination
Approved routing instructions may include a case reference, destination, packaging method, and carrier requirement. Place the case reference inside or on the parcel as directed. Use trackable transportation and retain the dispatch record until the case is closed.
The registered business address printed at the beginning of this policy is not automatically the return destination. A parcel sent there without authorization may not reach the inspection location and may be delayed, refused, or impossible to connect with the request.
7. Return Transportation Responsibility
When a verified return results from an incorrect item, transit damage, a qualifying defect, or a material listing error, OAKSELIAHOME™ will provide the remedy and return-routing responsibility required by applicable law and the written case instructions.
For an ordinary change-of-mind return, the customer may be responsible for the return transportation cost unless a published offer or applicable law provides otherwise. Any such responsibility will be explained before the customer is asked to send the item. Unauthorized express upgrades, collection fees, or routing changes are not automatically reimbursable.
8. Packaging a Glass Return
Use the fitted protection where available, keep pieces from touching each other, fill empty movement space with suitable cushioning, and place the protected product in a strong outer carton. Do not rely on a thin retail box as the only shipping layer when the product can move inside it.
If the original packaging was damaged during delivery, tell customer care before return dispatch. We may suggest a safer method. The customer is not expected to recreate unavailable specialized packaging without guidance, but the parcel must be prepared with reasonable care.
9. Inspection
After the return reaches the instructed destination, it is checked against the order and case record. Inspection may consider identity, quantity, completeness, condition, evidence of use, and transit damage on the return journey. We may ask for the return tracking reference if the parcel has not been matched to the case.
If the returned contents differ from the authorized request, we will explain the issue and the available next step. We will not silently substitute the outcome of one item for another item in the same order.
10. Refund Timing
When a refund is approved and issued by OAKSELIAHOME™, the normal posting period is 7–10 business days through the original order channel. This period starts after issuance. It does not start when the return request is opened, when instructions are provided, or when the return parcel is first dispatched.
External processing schedules, weekends, public holidays, or an institution’s internal posting cycle may affect the exact display date. If 10 business days have passed after written issuance confirmation, contact customer care with the order and case references.
11. Partial Outcomes
A partial refund may be proposed where only part of a set is returned, avoidable customer-caused damage reduces value, or an agreed price adjustment resolves a minor issue. The reason and amount will be explained before the case is closed. Mandatory remedies remain available where they cannot lawfully be limited.
12. Exchanges
An exchange depends on stock, destination, product condition, and the reason for the request. The store may use a return followed by a separate replacement arrangement when that is clearer for tracking. Do not send the original item until written instructions identify the approved route.
13. Refused or Undeliverable Parcels
Refusing delivery without prior instruction does not automatically create an approved return. Carrier storage, redirection, or return-to-sender costs may arise. If a parcel is returning because the address was incomplete, delivery was repeatedly missed, or local collection was not completed, contact us so the carrier record and next options can be reviewed.
14. Abuse and Fair Review
Fabricated damage evidence, substituted goods, empty parcels, altered tracking, or repeated misuse may result in denial and preservation of relevant records. This safeguard does not affect a good-faith customer’s right to report a genuine problem or seek review of an unfavorable decision.
15. Mandatory Consumer Rights
This policy provides the store’s normal process and does not exclude rights that applicable law does not allow a business to waive. If a local rule gives a longer period or a different remedy for a particular defect or transaction, that rule takes priority to the extent it applies.