Refund policy

 

Refund & Return Policy

Last updated: 28 October 2026

At Dusk Oak, we want you to love what you ordered. If something is not right, returning it is straightforward. This policy explains how cancellations, returns, refunds and exchanges work, and sits alongside your statutory rights as a consumer in the UK or Australia, which are never affected by anything on this page.

Cancelling an Order

Before dispatch. Contact us at info@duskoak.com with your order number as soon as possible and we will cancel your order for a full refund. Because orders move into processing quickly, we cannot always catch them before dispatch, but we will always try.

After dispatch. Once your order has shipped, it can no longer be cancelled in transit, but you can return it after delivery under the returns process below.

30-Day Returns

You have 30 days from the day you receive your order to request a return. This is more generous than the 14-day cancellation period required by law, and we apply the same simple process either way.

To be eligible, items should be unused, in their original condition, and returned with their original packaging and any accessories. We do not charge restocking fees.

At a glance:

Return window: 30 days from delivery Condition: unused and in original condition with packaging and accessories Restocking fee: none Support: our team will guide you through every step

Return Costs

Faulty, damaged or incorrect items. If your item arrives damaged, develops a fault, or is not what you ordered, the return costs nothing. We will provide a prepaid return method where needed and you will receive a full refund, including your original delivery cost, or a free replacement, whichever you prefer.

Change of mind. If you would simply like to return an item because it is no longer wanted, does not suit your space, or was ordered in error, you are responsible for the cost of return postage. Original delivery charges for change-of-mind returns are non-refundable where a delivery charge applied.

How to Return an Item

1. Contact us. Email info@duskoak.com with your order number and the reason for your return. Photos help us resolve damage claims fastest.
2. Pack it securely. Repack the item in its original packaging with all accessories included. For mirrors and other fragile items, please use the original protective packaging, as it is designed for safe transit.
3. Send it back. We will email you return instructions, including the return address and recommended shipping method. We recommend using a tracked service, as the item remains your responsibility until it reaches us.

Refunds

Once your return arrives, we will inspect it and confirm your refund by email. Approved refunds are issued to your original payment method within 7 working days of receipt, though your bank or card provider may take a few additional days to show the funds. Where goods are faulty or misdescribed, refunds are always issued in full.

Exchanges

Happy to help. If you would like a different colour, size or product, email info@duskoak.com and we will arrange the exchange. The fastest route is often a return and reorder, and we will advise whichever is quickest for you.

If Your Order Does Not Arrive

If your order has not arrived within the delivery window shown in our Shipping Policy, contact us with your order number and we will investigate with the courier straight away. If a parcel is confirmed lost, you will receive a full refund or a free replacement, your choice.

Faulty Goods and Your Statutory Rights

Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not of satisfactory quality, you may be entitled to a refund, repair or replacement regardless of the return window above. If a fault appears within 30 days of delivery you are entitled to a full refund. These rights sit alongside this policy, not behind it.

Non-Returnable Items

For hygiene reasons, a small number of products cannot be returned once opened, unless faulty. Any such item is clearly marked as non-returnable on its product page before you buy.

Customers in Australia

Our 30 day returns policy applies to orders delivered in Australia in the same way as UK orders. To start a return, email info@duskoak.com with your order number and we will send you return instructions.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refunds for Australian orders are made in Australian dollars to your original payment method.

Changes to This Policy

We may update this policy from time to time. Changes will appear on this page with a revised date above and apply to orders placed after that date.

Our contact information
Company: Dusk Oak is a trading name of Chaseloot Ltd, registered in England and Wales, company number 17350213
Registered office: 5 Oakfields Close, Stevenage, Hertfordshire SG2 8NQ, United Kingdom
Email: info@duskoak.com
Phone: 020 8040 3216
Customer service hours: Monday to Friday, 9am to 5pm UK time
We reply to every email within 1 to 2 working days.