Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

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

To start a return, please contact us at sales@oakastro.com to discuss the issue initially. Please note that returns will need to be sent to the following address: 

Returns @ Oak Astro
9 Pintail Avenue
Stockport SK3 8UN
United Kingdom

Return postage is the responsibility of the buyer and we also reserve the right to deduct the original postage cost from any refund. 

You can always contact us for any return question at sales@oakastro.com.

Damages and issues
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.

Should you, the customer, damage your purchase by not following any instructions that are either sent or available in the pdf booklet for the product then we reserve the right to charge both postage and the costs of the damaged item when approached for a replacement, this will be reviewed on a case by case basis.

Exceptions / non-returnable items
If you have purchased a Dwarf 2 replacement base through us in order to repair your Dwarf to, then this item was made to order specifically for you and as such we can't accept returns on this. Also please bear in mind that this item is provided as a courtesy to the Dwarf 2 community and is charged almost at cost. The STL for the item is freely available on the blog page and we would encourage that this is downloaded and 3d printed by someone local to you, either a friend with a 3d printer or company which can print this item for you. It should be printed in PETG-CF to ensure the strength of the new base and you will also need to order any other hardware detailed on the blog page from a source local to you.

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. Return postage is the buyers reponsibility and original postage will be deducted from the refund.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, 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. The same terms around postage costs, the buyer is responsible for return postage and original postage will be deducted from any refund, also apply.

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 at sales@oakastro.com.