Widerrufsrecht

Return policy

If you’ve changed your mind about your product after delivery, you’ll need to let us know within 30 days to receive a refund of the cost of the product. This is longer than outlined in your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales.

Create a return

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@oasismkt.co.uk. You can also initiate a return via your account portal, or write to us on the web contact form. You will be responsible for paying for your own shipping costs for returning your item, unless product(s) are faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over £50, please consider using a trackable shipping service or purchasing shipping insurance.

You can always contact us for any return question at info@oasismkt.co.uk. 

Faulty products

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We work closely with our manufacturers to sell quality products, but sometimes things do go wrong.

It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.

Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over the phone. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s not another reason for the problem.

1. If a fault is confirmed within 30 days of delivery, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced.

2. If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), just let us know and you can choose whether you’d like us to replace it for you.

In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a replacement to fix the issue, but not the choice of either.

If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.

3. If you find a fault 6 months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned in point 2.

Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.

If you need to report a fault or we’ve been unable to answer your question so far, you can contact us.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as underwear). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only issue replacements if the original item(s) are defective or damaged. If you need to exchange it for the same item, please contact us. However, this will incur a delivery charge.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us through our web contact form, or through "my account".