Last updated: 17 September 2026

Start a request

Email oakandvault@cartkit.co with your order number and the reason for your request. Please contact us before sending anything back so we can provide the correct return address and instructions. Items returned without instructions, or sent to the address printed on the parcel, may not be received or refunded.

Damaged, defective or incorrect items

Tell us as soon as you notice a problem, and within 14 days of delivery where possible, including clear photographs of the item, the damage and the outer packaging. We will arrange a replacement, a replacement part, or a refund as appropriate, and we cover reasonable return costs where a return is needed. This reporting period does not limit your statutory rights.

Change of mind

You may request a return within 30 days of delivery. The item must be unused, fully disassembled where it was supplied flat-packed, and returned in its original packaging with all fixings and documentation.

Return shipping for a change-of-mind return is your responsibility. Please note that these are large, heavy items: return carriage on furniture is frequently expensive and can approach the value of the item. We recommend checking dimensions, weight and access carefully before ordering. Original shipping costs are not refunded on a voluntary return, except where the law requires otherwise.

We may reduce a refund to reflect any loss in value from handling beyond what is needed to inspect the item, such as a part-assembled or marked piece.

Non-returnable items

We cannot accept a change-of-mind return where an item has been assembled, modified, wall-mounted, drilled, or is no longer in a condition that allows resale.

Cancellations

Contact us promptly if you want to cancel. We will cancel free of charge where the order has not yet been passed to the warehouse for dispatch. Once an order has been dispatched it must be handled as a return. Cancellations for delayed shipment are covered by our Shipping policy.

Refunds

Approved refunds are issued to the original payment method once the returned item has been received and inspected, normally within 10 business days of receipt. Your bank or card issuer may take additional time to show the credit.

Your statutory rights

Nothing in this policy limits rights you have under the consumer protection law of your state of residence, including rights concerning goods that are not as described, defective, or not fit for their purpose.