This Returns and Refunds Policy applies to all furniture orders delivered within Australia. It explains the conditions under which returns and refunds may be accepted and clarifies the respective rights and obligations of consumers and us.
We offer returns and refunds but do not offer exchanges.
The reasons for not providing exchange services include, but are not limited to:
Furniture items are large and costly to transport, and cross-border exchange logistics are complex;
Many products are sold in limited or batch-based inventory, making it difficult to guarantee availability of replacement items with identical specifications;
Returning an item and placing a new order allows consumers to make purchasing decisions based on current pricing, stock availability, and delivery timelines.
This arrangement does not limit any rights available to consumers under applicable consumer protection laws.
Returns may be accepted if all of the following conditions are met:
The return request is submitted within 30 days from the date of delivery;
The item has not been used, installed, modified, or damaged by the customer;
The item is returned in a condition suitable for resale, including original packaging, accessories, and accompanying materials.
Returns may be refused in the following circumstances:
The return request is submitted outside the permitted timeframe;
Damage results from improper use or storage;
The condition of the item materially affects its resale value.
Order cancellation and refund rules are as follows:
Orders cancelled within 72 hours of placement and before dispatch are eligible for a full refund;
Orders cancelled after 72 hours or after dispatch cannot be cancelled, and customers should instead apply for a return within 30 days of receipt;
If an item arrives damaged, incomplete, or incorrect, a full or partial refund may be issued following verification.
Refund requests must be submitted by email and follow this process:
Provide the order number and the reason for the return or refund request;
We will review the order status and eligibility;
If approved, the return and refund process will proceed;
Once the returned item is received and inspected, the refund will be initiated within 1–3 business days using the original payment method.
Return handling and fees are subject to the following terms:
A return shipping label is included in the original package and may be used for returns;
Returns due to personal reasons may result in deductions from the refund, such as original shipping costs;
Returns caused by product defects, shipping damage, or incorrect items incur no return fees;
Items damaged due to misuse or failing to meet return conditions are not eligible for refunds.
Refunds are issued to the original payment method.
The time required for funds to appear in the customer’s account depends on the policies of the relevant payment provider or financial institution.
We do not control or guarantee specific processing timelines once the refund has been initiated.
For questions regarding this policy or your order, please contact us during business hours:
Email: orders@oakgoio.com
Phone: +65 (943) 33696
Address: 8F JALAN KEMAMAN, SINGAPORE 329332, SINGAPORE
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM, excluding public holidays
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