At Occa Home, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process. Please read the following information carefully to understand our policies and procedures regarding returns and exchanges.
Returns Policy
14-Day Return Period
You have 14 days from the date of delivery to return any eligible items for a refund. To qualify for a return, the item must be unused, in its original packaging, and in the same condition as when it was delivered.
Non-Returnable Items
Certain items are non-returnable, including:
- Custom or made-to-order items: Any items that have been customized or made specifically to your order.
- Clearance or sale items: Items purchased at a discount as part of a clearance or final sale are not eligible for return.
- Gift cards: Gift cards cannot be returned or redeemed for cash.
- Perishable goods: Items that have a limited shelf life or are perishable, such as certain home fragrances or botanicals.
Return Process
- Initiate a Return: To start the return process, please contact our customer service team via email at [email protected] or call us at 0207 117 2818 within 14 days of receiving your order. Please include your order number and the reason for the return.
- Receive a Return Authorization: Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the item to us. Please do not return any items without an RA number.
- Return the Item: Package the item securely in its original packaging, including all parts and accessories. Clearly mark the RA number on the outside of the package and send it to the address provided in the return instructions. Please note that the cost of return shipping is the responsibility of the customer unless the item is faulty or damaged.
- Refund Process: Once we receive and inspect the returned item, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method used for the purchase. Please note that shipping costs are non-refundable.
Exchanges Policy
Exchange Eligibility
If you would like to exchange an item for a different size, color, or product, please follow the same process as outlined in the Returns Policy. Exchanges are subject to product availability.
Exchange Process
- Initiate an Exchange: Contact our customer service team via email at [email protected] or call us at 0207 117 2818 to request an exchange. Please include your order number and details of the item you wish to exchange.
- Return the Original Item: Once your exchange request is approved, you will receive instructions on how to return the original item. Follow the same steps as the return process, ensuring the item is in its original condition and packaging.
- Receive the New Item: Once we receive and inspect the original item, we will process the exchange and dispatch the new item to you. If there is a price difference between the original item and the new item, we will either charge or refund the difference as necessary.
Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us immediately at [email protected] or 0207 117 2818. We will arrange for the return or exchange of the item at no additional cost to you. Please provide photos of the damaged or faulty item to help us resolve the issue quickly.
Cancellations
If you need to cancel your order, please contact us as soon as possible at [email protected] or 0207 117 2818. If your order has not yet been dispatched, we will process a full refund. If your order has already been dispatched, you may need to follow the returns process outlined above.
Refunds
Refunds are processed within 7-10 business days after we receive and inspect the returned item. Refunds will be issued to the original payment method. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Contact Us
If you have any questions or need assistance with a return, exchange, or cancellation, please do not hesitate to contact our customer service team:
- Email: [email protected]
- Phone: 0207 117 2818
- Hours: Monday to Friday, 9 AM to 5 PM
We are here to help and ensure that your shopping experience with Occa Home is as seamless as possible.
This returns and exchanges policy was last updated on August 21, 2024. Please check this page periodically for any changes or updates.
Thank you for shopping with Occa Home. We value your business and aim to provide the best possible service and support.