OAKAN – Returns, Refunds & Cancellations Policy
Effective Date: 11 September 2026
OAKAN aims to provide high-quality furniture and products that meet the specifications agreed with our customers.
This policy explains how we handle returns, refunds, cancellations, damaged products, and defective products.
This policy does not limit any rights a customer may have under applicable South African consumer protection legislation.
1. Standard Products
If you receive a standard OAKAN product that is defective, damaged, incorrect, or does not correspond with the agreed order, please contact us as soon as reasonably possible.
Please provide:
- Your name
- Order or invoice details
- A description of the issue
- Photographs where appropriate
We will assess the issue and determine the appropriate resolution.
Depending on the circumstances and applicable law, this may include a repair, replacement, refund, or other appropriate remedy.
2. Damaged Products
Customers should inspect products as soon as reasonably possible after delivery or collection.
If a product arrives damaged, please contact OAKAN promptly and provide photographs of the damage and packaging where possible.
We will assess the damage and work with you to determine an appropriate solution.
3. Defective Products
If you believe a product has a manufacturing defect or does not meet the agreed specifications, contact us at:
Please provide sufficient information for us to assess the issue.
Where applicable, OAKAN will provide an appropriate remedy in accordance with applicable consumer protection legislation.
4. Custom & Made-to-Order Products
Custom and made-to-order products are produced specifically according to the customer’s requirements.
Once production has commenced, cancellations or changes may not be possible.
Where cancellation is legally permitted, any refund or amount retained will be handled in accordance with applicable law and the circumstances of the order.
Natural variations in timber, wood grain, colour, texture, and other natural materials are expected and are not necessarily considered defects.
5. Change-of-Mind Returns
Change-of-mind returns may depend on the type of product purchased, how the product was made, and the circumstances of the sale.
Custom-made, personalised, or specially manufactured products may not be eligible for a change-of-mind return where permitted by law.
Customers should contact OAKAN before returning any product.
6. Cancellations
For standard products that have not yet been dispatched, customers may contact OAKAN to request cancellation.
For custom or made-to-order products, cancellation may not be possible once materials have been purchased or production has commenced.
Any cancellation, refund, or amount payable will be handled in accordance with applicable law and the specific circumstances of the order.
7. Refunds
Where a refund is approved, OAKAN will communicate the refund process with the customer.
Refunds may be made using the original payment method where reasonably possible.
Processing times may depend on the payment provider or financial institution.
8. Returns
Do not send products back without first contacting OAKAN.
Where a return is approved, we will provide instructions regarding the return or collection process.
The responsibility for return delivery costs will depend on the reason for the return and applicable law.
9. Natural Materials
Many OAKAN products may use timber and other materials that naturally vary in appearance.
Differences in:
- Grain
- Knots
- Colour
- Texture
- Pattern
- Minor natural marks
may occur between products.
These characteristics are part of the natural material and are not necessarily considered defects.
10. Contact Us
For returns, refunds, cancellations, damaged products, or defective products:
OAKAN
Email: info@oakan.co.za
Website: https://oakan.co.za
South Africa
Please include your order or invoice details where available.
Last Updated: 11 September 2026