Refund policy

Last updated: October 27, 2026

Please read this policy before you order. By placing an order you agree to it. Nothing in this policy limits any consumer rights that cannot legally be excluded in your country (see "Statutory rights" below).

1. All sales are final

Because our products are personal-care tools that touch hair and skin, we do not accept returns or exchanges for a change of mind. This includes ordering the wrong colour, no longer wanting the item, finding it cheaper elsewhere, or not liking the styling result on your hair type.

2. What we do cover

We will replace or refund an item that:

arrives damaged in transit, reported within 72 hours of delivery;
is not the item you ordered, reported within 72 hours of delivery; or
has a manufacturing defect (for example it will not charge or will not heat), reported within 30 days of delivery.

Delivery dates are taken from carrier tracking. Claims reported after these windows are not accepted.

3. What you need to send

Email support@oaklo.shop with all of the following. Claims missing any item will not be reviewed until it is provided:

your order number and the email used at checkout;
clear photos of the item, the packaging and the shipping label;
for a defect, a short video showing the problem (for example the item plugged in with the charging light, then failing to heat).

4. What is not covered

Damage caused by misuse, drops, water or moisture, using a damaged cable or an incompatible charger, or not following the instructions.
Normal wear, scratches or cosmetic marks that do not affect how the item works.
Items that have been modified, opened up or repaired by anyone other than us.
Free gifts and items bought at a final-sale price.
Items bought from any other seller.

5. How we resolve a valid claim

After we confirm a claim, we will send a replacement of the same item. If a replacement is not available, we will issue a refund for that item. We may ask you to send the defective item back before a replacement or refund is issued; if so, we will give you instructions and cover the return postage. Items sent back without our written authorisation will not be accepted or refunded.

6. Cancellations

Orders can be cancelled within 12 hours of being placed and only if they have not been processed for shipping. After that, the order cannot be cancelled.

7. Refused, unclaimed or wrong-address parcels

If a parcel is returned to us because it was refused, not collected, or the address entered at checkout was wrong or incomplete, we can reship it once you pay the new shipping cost, or refund the product price minus the shipping and return costs we were charged.

8. Refunds

Approved refunds go to your original payment method within 5 business days of approval. Your bank may take a few more days to show it.

9. Payment disputes

Please contact us before opening a dispute with your bank or card issuer; most issues are solved within a day or two by email. If a dispute is opened, we will provide our order, delivery and communication records to the payment provider.

10. Statutory rights

EU and UK customers: you have a legal right to cancel a distance purchase within 14 days of delivery without giving a reason. To use it, email us a clear statement that you are cancelling within those 14 days, then return the item within 14 days of telling us. You pay the return shipping. You may handle the item only as you would in a shop; if it shows signs of use beyond that, we may reduce your refund by the loss in value.
Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Anywhere else, if your local law gives you a right this policy does not, that right still applies.