Returns and Refunds

We want you to feel confident shopping with LatOak. If there is anything wrong with your order, we will always seek a fair and reasonable solution.

Damaged, defective, or non-conforming items

Please check your order immediately upon receipt.

If the item is delivered damaged, defective, or does not conform to the order, please contact us within 48 hours of receipt, including:

• order number;
• photos/videos of the item and damaged parts;
• photos of the outer and inner packaging, as well as the shipping label;
• a brief description of the problem.

We will review each case individually and offer the most suitable solution (sending replacement parts, partial compensation for minor visual defects, item exchange, or a full refund).

For damaged, defective, or non-conforming items, we provide free returns within 30 days from the date of delivery (including custom orders). In such cases, the buyer is also refunded the original standard shipping fee.

Returns if you change your mind (Standard products)

If you wish to return a standard item because you have changed your mind, we accept return requests within 30 days from the date of delivery.

Item condition and depreciation:

• From day 1 to day 14 (Statutory right of withdrawal): You have the right to inspect the item to the extent necessary to ascertain its characteristics (just like in a regular store). However, if the item is returned assembled, used, or with damaged original packaging, the Seller has the legal right to withhold compensation for depreciation of the item's value (up to 100% of the item's price), which is necessary for restoring or repackaging the item.
• From day 15 to day 30 (LatOak additional guarantee): During this period, returns are accepted ONLY if the item is:
• • completely unused and undamaged;
  • unassembled;
  • in its original and undamaged packaging.

Please note:

• You must contact us before returning an item. Shipments returned without prior agreement will not be accepted.
• The buyer covers the shipping costs for returning the item.
• Original shipping fees and additional services (e.g., delivery to a specific floor) are not refunded.

Custom and made-to-order items

Custom-made or specially adapted items (e.g., furniture of non-standard dimensions, special wood treatments or stains) cannot be returned if you have changed your mind.

However, if a custom order is delivered damaged or non-conforming, it is fully covered by our 30-day free guarantee and return policy.

How to request a return

1. Contact us by email, stating your order number.
2. Please do not send the item back before receiving confirmation.
3. If the return is approved, we will send you precise instructions and the address.

Items not accepted for return:

• Gift cards;
• Custom-made or made-to-order items (except if they are damaged);
• Used or fully assembled furniture (in case of change of mind, if the depreciation reaches 100%);
• Items not in their original packaging (after the 14-day period has ended).

Refunds

Upon receipt and inspection of the returned item at our warehouse, we will inform you about the refund approval.

If approved, the refund will be processed to your original payment method within 2 to 3 business days (and no later than 14 days from the date of receiving the withdrawal notification).

Important notes

• Customs duties and import taxes are not refunded.
• Original shipping fees are not refunded if you have changed your mind.
• In cases of damaged or non-conforming items, we review each situation individually to ensure a fair solution.

Need help?

If you are unsure whether your order qualifies for a return or refund, please contact us. We will be happy to help!