Refund policy

We have a 7-day exchange policy, which means you have 7 days after receiving your item to request for an exchange. We do not issue refunds.

Exchanges are only permitted for size changes. 

If the original item is no longer available, the customer may exchange it for a different item of the same price. If the replacement item is of higher price, the customer shall pay for the amount difference. If the customer chooses to exchange it with a lower-priced item, the excess amount will be forfeited.  

Reminders

  • Item/s for exchange must be unused and unwashed with all tags and labels still attached.  
  • We cannot guarantee the availability of the requested item/s as stocks may vary. 
  • Exchange is valid for regular items only.  Requests to exchange bundle items and sale items will not be accommodated, unless there are damages or defects on the item/s. 
  • Accessories are not valid for exchange due to sanitary reasons.
  • For exchanges unrelated to product defects or incorrect items received, applicable shipping costs will be covered by the customer.

Damage Claims & Missing Items

All claims for damaged or missing items must be supported by a clear, continuous unboxing video showing the unopened package and its contents upon opening. Claims without an unboxing video may not be eligible for replacement or exchange.

 

Valid Reasons for Exchange

  • Items received are damaged or have defects.
  • Items received do not match their product descriptions.
  • Delivered items do not match the product description of ordered items.
  • Items delivered are incomplete or missing essential parts.  
  • Items received do not fit and need to be swapped for a different size.

 

Invalid Reasons for Exchange

Exchange may be rejected if the request is non-compliant with the policy. Please take note that the following are invalid reasons for exchange:

  • Change of mind - The customer decides they no longer want or need the product they received.
  • Dissatisfaction - The customer is unsatisfied even though they received the correct item, exactly as described on the product page, with no missing parts or damage.


To request for an exchange, you can contact us at blackoaklounge@gmail.com. 

If your request is accepted, we’ll send you instructions on how and where to send your package.