Refund policy

At Ore & Oat, we want you to feel confident in your purchase. If something isn’t right, please contact us at oreandoat@gmail.com so we can help.

Returns

You may request a return for an eligible, non-personalized item within 14 days of delivery.

To qualify for a change-of-mind return, your item must be unused, in its original condition, and returned with its original packaging and included accessories. You will also need your order number or proof of purchase.

Please request approval before returning an item. Unauthorized returns may delay processing.

Personalized & Custom Products

Personalized and custom-made products are created specifically for you and cannot be returned or exchanged because of a change of mind.

This includes items customized with names, initials, dates, messages, or other customer-selected personalization.

Please check all personalization details before placing your order. We cannot offer a free replacement or refund for incorrect information submitted by the customer when the item was produced correctly.

If we make a personalization error, or your item arrives damaged, defective, or materially different from its description, contact us for an appropriate resolution. These exclusions do not limit your rights under applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us promptly if an item is damaged, defective, or incorrect.

Email oreandoat@gmail.com with:

Your order number.
A description of the issue.
Where practical, clear photographs of the item and packaging.

Keep the item and packaging while we review your request. Depending on the issue and applicable law, we will arrange a replacement, repair, or refund. We cover necessary return shipping for confirmed damaged, defective, or incorrectly supplied items.

Items Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

Personalized or custom-made products.
Candles that have been lit or used.
Items used, altered, or damaged after delivery.
Products clearly marked final sale before purchase.

These exclusions do not apply where a remedy is required by law.

How to Request a Return

Email oreandoat@gmail.com with your order number and reason for the return.

If approved, we will provide instructions and the correct return address. Some products ship through different fulfillment partners, so do not send a return to the address on your package without our instructions.

Please package approved returns securely to prevent damage during transit.

Return Shipping Costs

For change-of-mind returns, you are responsible for return shipping costs. Original shipping charges are non-refundable unless required by law.

Any applicable return shipping charges will be explained before you proceed. We do not charge a restocking fee.

For confirmed damaged, defective, or incorrectly supplied items, we cover necessary return shipping costs.

Refunds

We will notify you once your return has been received and reviewed, or once a refund has otherwise been approved.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to post the credit.

If more than 15 business days have passed since your refund approval and you have not received it, please contact oreandoat@gmail.com.

Exchanges

To exchange an eligible item, contact us to arrange a return. Once approved, you may place a separate order for the replacement item. Availability and current pricing apply.

Order Changes & Cancellations

We will do our best to accommodate your request, but changes or cancellations may not be possible once production or fulfillment begins. A request is confirmed only when we acknowledge that it can be completed.

If we cancel your order because an item is unavailable or cannot be fulfilled, we will refund the canceled items and associated charges, as applicable.

Shipping Delays & Missing Packages

If your order is delayed, missing, or marked delivered but has not arrived, email us so we can investigate with the carrier or fulfillment partner.

If we cannot ship within the promised timeframe, we will provide the delay notice, cancellation option, and refund required by applicable law.

Your Consumer Rights

This policy does not limit any mandatory rights concerning faulty, damaged, incorrect, or misdescribed products, or any cancellation or withdrawal rights available under applicable law.