Refund policy

Return & Refund Policy (Promotional Merchandise)

We produce each order to your specific requirements, including personalised printing, engraving, or design. As a result, these items are non-returnable unless they arrive defective or damaged.

Faulty or Damaged Items

Please inspect your order upon reception and contact us immediately at info@oakdenemerch.com if:

• An item arrives defective or damaged, or

• You receive the wrong item.

In such instances, we will work with you to resolve the issue promptly. If a return is necessary, we will provide a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Non-Returnable & Custom Products

• Personalised or Custom Products: Because these are made to order with your branding or design, returns or exchanges are not accepted unless the product is faulty.

• Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.

If you have any questions or concerns regarding your specific item, please contact us at info@oakdenemerch.com.

European Union 14-Day Cooling-Off Period

Under EU law, you may have the right to cancel or return your order within 14 days. However, this does not apply to custom-made or personalised goods. If an order is non-custom and you are entitled to exercise this right, please ensure the item is in the same condition as received, including original packaging and proof of purchase.

Refunds

Once we’ve received and inspected your return (when applicable for faulty products), we will notify you if the refund is approved. Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund. If more than 15 business days have passed since approval of your return and you have not received your refund, please contact us at info@oakdenemerch.com.

Address for Returns (when authorised):

Oakdene Merch, Salfords, Redhill, RH1 5GH, United Kingdom

Please always contact us first at info@oakdenemerch.com before sending any returns. We reserve the right to refuse returns that are not pre-authorised.