Returns Policy
Last updated: June 2026
1. Right of Withdrawal — Standard Products
If you have bought a product from the standard (non-customised) catalogue, you have the right to withdraw from the contract within 14 calendar days of receiving the order, without giving any reason, in accordance with Art. 102 of Spanish Royal Legislative Decree 1/2007 (TRLGDCU).
How to exercise the right of withdrawal
- Send us an email at info@oaki.es with the subject “Withdrawal — Order no. XXXX” within the 14-day period.
- We will confirm receipt and give you the return address.
- Send us the product in its original packaging, in perfect condition, within 14 days of your notification.
Return costs are paid by the customer, unless the product has a defect or error attributable to OÄKI Craft Studio.
We will refund the order amount (including the original standard shipping cost) within 14 days of receiving the return, using the same payment method you used.
2. Customised Products — No Right of Withdrawal
Products made to the customer's specifications (choice of structure, frame colour and thread colours) are excluded from the right of withdrawal, in accordance with Art. 103.c of the TRLGDCU, as they are clearly personalised goods that cannot be resold.
We recommend that you check your choices carefully before confirming a custom order. If you have any questions, ask us at info@oaki.es before placing the order.
3. Faulty or Incorrect Products
If you receive a product that:
- Has a manufacturing defect
- Does not match what you ordered
- Was damaged in transit
Contact us within 48 hours of delivery at info@oaki.es with photos of the product and the packaging. In that case:
- We will pay the return costs.
- We will replace the product or give you a full refund, as you prefer.
This guarantee applies whether the product is customised or standard.
4. Condition of Returned Products
The product must be returned:
- With no signs of use or damage
- In its original packaging or in packaging that provides equivalent protection
- With all accessories included (cable, decorative bulb if any, documentation)
OÄKI Craft Studio reserves the right to inspect the returned item before issuing the refund. If the product shows signs of use or damage attributable to the customer, we may deduct an amount for the loss in value from the refund.
5. Refunds
Refunds are made within 14 working days of receiving and inspecting the returned product, using the same original payment method. The time it takes for the money to reach your account depends on your bank.
6. Contact
For any questions about returns or the guarantee: info@oaki.es
OÄKI Craft Studio · info@oaki.es · www.oaki.es