Refund policy
Returns and Refunds Policy
Okamic Ltd | Company No. 15958548 | Effective: 21 July 2026
1. Overview
We want you to be completely satisfied with your Okamic purchase. If you are not happy for any reason, this policy sets out your rights and how to proceed. Nothing in this policy affects your statutory rights under English law, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Returns are managed through our returns portal. To begin a return, contact us at hello@okamic.com with your order number and a brief description of the reason. Please do not send anything back without contacting us first as unannounced returns may not be processed.
Under the Digital Markets, Competition and Consumers Act 2024, it is a criminal offence for a trader to mislead a consumer about their legal rights. We will never do so.
2. Your Statutory Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods without giving any reason. Once you notify us of cancellation, you have a further 14 days to return the goods to us.
Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose:
- Within 30 days of delivery: you have the right to a full refund
- After 30 days and within 6 months: we have one opportunity to repair or replace the goods. If that remedy fails, you are entitled to a refund, which may be reduced to reflect any use you have had of the goods
- After 6 months: the same applies, but the burden of proof shifts to you to show the fault was present at the time of delivery
These rights exist regardless of this policy and cannot be taken away by any term we set.
3. Change of Mind Returns
We accept change of mind returns within 30 days of delivery. To be eligible, all of the following conditions must be met:
- The item must be unused, unwashed, and in its original condition
- All original packaging, tags, labels, and accessories must be included and intact
- The item must not be personalised, custom-made, or listed as non-returnable at the point of purchase
We reserve the right to refuse a return, or to reduce the refund to reflect any diminution in value, where goods are returned in a condition that indicates they have been used, worn, damaged by the customer, or stripped of original packaging. We will notify you before processing your return if this applies.
For change of mind returns, you are responsible for the full cost of return postage. We strongly recommend a tracked and insured service. We cannot accept liability for items lost or damaged in transit back to us.
4. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged in transit, or is not what you ordered, we will meet the full cost of return postage. Please contact us at hello@okamic.com within 7 days of delivery and include:
- Your order number
- A clear description of the fault, damage, or discrepancy
- Photographs of the issue where applicable — please keep the original packaging
We will review your report and issue a prepaid returns label by email. Once the item has been received and inspected, we will either replace it or issue a full refund, at your preference. We aim to resolve all fault claims within 5 working days of receiving the returned item.
Where goods are inspected and found not to be faulty, we reserve the right to return the item to you and recover our postage costs.
5. Refund Processing
Refunds are issued to the original payment method used at checkout. Please allow:
- 3 to 5 working days for us to process the refund once the return has been received and inspected
- A further 3 to 10 working days for funds to appear in your account, depending on your bank or card provider
We will send you an email confirmation once your refund has been issued. Original outbound delivery charges are refunded only where the return is due to our error or a fault with the goods. We will never charge you a restocking or administration fee for returning goods during the 14-day statutory cooling-off period.
6. Promotional Codes, Discounts, and Sale Items
If you return an item purchased using a promotional or discount code, your refund will reflect the amount you actually paid, not the full retail price. Promotional benefits cannot be reinstated once used.
If a minimum order value was required to qualify for free shipping or a discount and a return brings your order below that threshold, we reserve the right to deduct the relevant shipping cost or discount from your refund.
Items purchased during a promotional sale are subject to the same eligibility conditions as all other returns. A sale price does not alter your statutory rights.
7. Items We Cannot Accept Back
The following items are not eligible for a change of mind return. Your statutory rights for faulty, misdescribed, or unfit goods are not affected:
- Items that have been used, worn, washed, or are not in their original resaleable condition
- Items returned without original packaging where that packaging forms part of the product
- Personalised, engraved, or custom-made items
- Digital products or downloadable content once accessed or downloaded
- Items marked as final sale at the point of purchase
We reserve the right to reject a return that does not meet these conditions and to return the item to you at your expense. We will always notify you before doing so.
8. Exchanges
We do not currently offer direct exchanges. If you require a different size, colour, or product, please return your original item for a refund and place a new order.
9. ADR and Complaints
If you have a complaint about a return or refund that we are unable to resolve, you may refer it to an Alternative Dispute Resolution provider. Details of any applicable scheme will be provided on request. You may also contact Citizens Advice at www.citizensadvice.org.uk.
10. Contact
Email: hello@okamic.com
Post: Okamic Ltd, 29 Beverly Road, Manchester, England, M14 6TH
We aim to respond to all returns enquiries within 2 working days.