Refund policy

We hope you love your purchase, but we understand that sometimes things don’t work out. If you're not completely satisfied with your order, we're here to help.

1. Returns

  • Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Items that are damaged, worn, or altered are not eligible for a return.
  • Timeframe: You have [7] days from the date of delivery to initiate a return.
  • Non-returnable Items: Certain items are non-returnable, including but not limited to:
    • Perishable goods (e.g., food, flowers)
    • Body care products (e.g., lotion, soaps, oils)
    • Custom made, made to order, or personalized items
    • Final sale or clearance items
    • Gift cards
    • Furniture & lighting (unless damaged) 
  • Refused Shipments: Any order that is refused after transit is subject to a 50% restocking fee plus any shipping costs incurred. 

2. How to Initiate a Return

  • Step 1: Contact our customer service team with your order number and the reason for your return.
  • Step 2: Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  • Step 3: Pack your item securely, include the RMA number, and ship it back to us using a trackable shipping method. We recommend purchasing shipping insurance as we are not responsible for items lost or damaged in transit.

3. Refunds

  • Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Refund Method: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [10] business days.
  • Partial Refunds: In some cases, only partial refunds are granted (e.g., items not in original condition, items returned beyond the return window).

4. Exchanges

  • Exchanges: If you need to exchange an item, please follow the return process and place a new order for the replacement item. We cannot guarantee availability of the desired item at the time of exchange.

5. Return Shipping Costs

  • Customer Responsibility: Return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on our part.
  • Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if applicable.

6. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us immediately with your order number and photos of the damage or defect. We will work with you to resolve the issue, including offering a replacement or full refund.

7. Contact Us

If you have any questions about our return policy, please contact us at:

  • Email: mail@okenhem.com
  • Phone: 435-228-5106
  • Address: 51 N. Main Street, St. George, Utah 84770