Refund policy
At Oak Mantels Direct, each beam, shelf, and mantelpiece is crafted with care in our North East workshop. We want you to be completely happy with your purchase. If something isn’t right, this policy explains how returns and refunds work.
1. Return Eligibility
You may return standard, non-custom items within 30 days of delivery.
Returned items must be:
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Unused, uninstalled, and in the same condition that you received them.
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Packaged securely in the original or equivalent packaging to prevent damage in transit.
To start a return, please contact us at hello@oakmantelsdirect.com with your order number and photographs of the item.
2. Custom & Made-to-Order Items
Because every custom mantel or shelf is made specifically for you, custom-made items cannot be returned or exchanged unless they arrive faulty, damaged, or not as described.
Examples of custom items include:
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Made-to-measure lengths or depths
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Bespoke finishes, stains, or beam profiles
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Engraved or personalised items
If your custom order arrives damaged or defective, please contact us within 48 hours of delivery with clear photos so we can resolve the issue promptly.
3. Damaged or Faulty Items
Please check your delivery as soon as it arrives.
If your item is damaged in transit or incorrect:
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Take photos of the packaging and damage. Damage must be reported within 48 hours of delivery
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Email hello@oakmantelsdirect.com within 48 hours of delivery.
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We will arrange a replacement or refund at no cost to you.
4. Return Shipping Costs
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For change-of-mind returns, you are responsible for return postage costs.
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For damaged, defective, or incorrect items, Oak Mantels Direct will cover all return or replacement costs.
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We recommend using a tracked courier service to ensure safe return of heavy timber items.
5. Refund Process
Once we receive and inspect your return, we will notify you by email.
If your return is approved, your refund will be issued to your original payment method within 10 business days.
Your bank or card provider may take additional time to process and post the refund.
6. UK & EU Cooling-Off Rights
If you are in the UK or EU, you have a legal right to cancel most online purchases within 14 days of receiving your order for any reason.
To exercise this right, please contact us within 14 days of delivery.
Custom-made items are exempt from this right unless faulty or mis-described.
7. How to Return
Please contact us before sending any item back.
We will provide the correct return address and any necessary instructions.
Returns sent without prior authorisation may not be processed.
8. Contact Us
Oak Mantels Direct
Unit 18 Tundry Way
Blaydon-on-Tyne
NE21 5SJ
United Kingdom
Email: hello@oakmantelsdirect.com
Telephone: 0800 774 7169
To start a return, you can contact us at orders@oakmantelsdirect.com. Please note that returns will need to be sent to the following address: Unit 18 Tundry Way, Blaydon on Tyne. NE21 5SJ
customers are responsible for return postage costs.
You can always contact us for any return question at orders@oakmantelsdirect.com.