Refund policy

Last updated: 08 December 2025

At Okeke, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. This Return & Refund Policy explains how returns, refunds, and exchanges work for orders placed on okeke.co.uk.

1. Eligibility for Returns

You may return most new, unopened, and unused items within 14 days of delivery for a refund or exchange.

To be eligible for a return:

The item must be in its original condition
Packaging must be intact and unmarked
All accessories, parts, and manuals must be included
The item must not show signs of assembly, installation, or use

Certain items cannot be returned for hygiene or safety reasons (see Section 6).

2. How to Start a Return

To start a return, please contact us at:

support@okeke.co.uk

Please include:

Your order number
The item(s) you want to return
The reason for return
Photos (if the item is damaged or faulty)

Our team will respond within 48 hours with instructions and a return authorisation.

3. Damaged, Faulty, or Incorrect Items

If you receive an item that is:

Damaged in transit
Faulty
Missing parts
Not what you ordered

We will replace the item free of charge or offer a full refund.

Please report any issues within 48 hours of delivery and include photos or videos showing the issue.

4. Change of Mind Returns

If you change your mind about your purchase:

The item must be unused and in its original packaging.
Return shipping costs are the responsibility of the customer.
A return may be refused if the product or packaging is damaged.

We recommend using a tracked delivery service.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to your original payment method within 5–10 business days.

Please note:

Delivery fees are non-refundable (unless the return is due to an error on our part).
Refund times may vary depending on your bank or payment provider.

6. Items That Cannot Be Returned

The following items are not eligible for return:

Items that have been assembled or used
Custom or personalised items
Gift cards or digital products
Mattresses, bedding, cushions, or upholstery (if opened)
Items marked as non-returnable on the product page

7. Exchanges

You may exchange an item for another product of equal or higher value.

If you choose a higher-priced item, you will be required to pay the difference.

8. Order Cancellations

Orders can be cancelled before they are dispatched.

Once an order has shipped, it must follow the returns process.

To request cancellation, contact us immediately at:

support@okeke.co.uk

9. Return Address

Items should only be returned to the address provided by our customer support team.
Do not send returns without authorisation, as this may delay your refund.

10. Contact Us

If you have any questions about this policy or need help with a return, contact us:

support@okeke.co.uk

We’re here to help and will respond as quickly as possible.