Refund policy
Return and Exchange Policy
Thank you for shopping at Urban Oak.
If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on exchanges. The following terms are applicable for any products that you purchased from us.
Interpretation and Definitions
Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Exchange Policy:
- Company (referred to as either "the Company", "we", "us", or "our" in this Agreement) refers to Urban Oak, Musaffah M-26, Abu Dhabi, UAE.
- Goods refer to the items offered for sale on the Service.
- Orders mean a request by you to purchase goods from us.
- Service refers to the Website.
- Website refers to Urban Oak, accessible from https://urbanoak.ae
- You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Exchange Rights
You are entitled to request an exchange for your order within 4 days, provided there is a valid reason for doing so. The deadline for requesting an exchange is 4 days from the date on which you received the goods or when a third party you have appointed, who is not the carrier, takes possession of the product delivered.
To request an exchange, please inform us by:
- By email: letstalk@urbanoak.ae
- By phone: +971 52 339 1276
Please note: The delivery cost incurred by Urban Oak for the initial order will be deducted from the amount credited for the exchange. This cost is applicable for both free delivery option plus charged delivery option. Additional charges for pickup and delivery will apply separately based on the location, if you would like Urban Oak to handle these services for the exchanged product. These charges will be communicated to you by our customer service team. If the client placed the initial order via credit card, the 3% credit card processing fee charged by the third-party platform will be deducted from the credit note.
Conditions for Exchanges
In order for the goods to be eligible for an exchange, please ensure that:
- The goods were purchased within the last 4 days.
- The goods are in their original packaging and unused.
The following goods cannot be exchanged or returned:
- Custom-made or personalized furniture made to your specific requirements.
- Goods that have been assembled, used, or damaged after delivery.
- Preordered items produced in Urban Oak's Indonesia warehouse based on client's order confirmation and shipped in the nearest sailing schedule.
We reserve the right to refuse exchanges of any merchandise that does not meet the above exchange conditions at our sole discretion.
Each wood has its own unique grains, undertones, natural knots and natural characteristics, which makes every piece one-of-a-kind. Therefore, no two pieces made from natural wood will ever be identical. Please note that product photography may vary in lighting and appearance when compared to viewing in person. We encourage you to visit us and see the piece directly before placing an order. For any items purchased based on preorder confirmation, exchanges, returns, or refunds will not be accepted.
Only regular-priced in stock goods are eligible for exchanges. Unfortunately, goods purchased on sale cannot be exchanged. This exclusion may not apply if it is not permitted by applicable law.
Exchanging Goods
You are responsible for the cost and risk of returning the goods to us for an exchange. Please send the goods to the following address:
Urban Oak, Musaffah M-26, Abu Dhabi, UAE
We cannot be held responsible for goods damaged or lost in return shipment, so we recommend using an insured and trackable mail service. We are unable to process an exchange without actual receipt of the goods or proof of delivery. If you want Urban Oak to arrange the return, the cost will be charged to you.
Pickup and delivery charges approved for an exchange are non-refundable and will be deducted from the credit note, even if the exchanged item is returned again. Any new delivery requests will be charged separately.
Gifts
If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a credit for the value of your exchange. Once the returned product is received, a gift certificate will be issued to you.
If the goods were not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves to give to you later, we will process the exchange or credit for the gift giver. Please note that gift vouchers are non-returnable and non-refundable.
Contact Us
If you have any questions about our Returns and Exchange Policy, please contact us:
- By email: letstalk@urbanoak.ae
- By phone: +971 52 339 1276
