DAMAGED ITEM CLAIMS GUIDE

01 / Report a Problem

If an item arrives damaged, defective, or different from what you ordered, email customer support. Include your order number, the affected item, a short description, and clear photographs if available.

02 / Evidence That Helps

Useful evidence includes photographs of the outer carton, shipping label, product damage, and missing or incorrect parts. Keep packaging while the claim is reviewed when reasonably practical.

03 / Review and Resolution

We review claims based on the order record, the information provided, the product description, and applicable law. Depending on the circumstances, remedies may include replacement components, repair, replacement, partial refund, or full refund.

04 / Return Transportation

For verified defective, damaged, or incorrectly supplied products, we will arrange or reimburse reasonable necessary return transportation when a return is required, as described in our Return & Refund Policy. Customers should contact us before arranging freight.

05 / Reporting Windows

For efficient carrier investigation, please report visible shipping damage preferably within 48 hours and concealed damage or missing parts preferably within 7 calendar days. These are preferred reporting periods, not absolute cutoffs for statutory rights.

06 / Your Rights

Nothing in this guide removes any mandatory consumer protection right or lawful payment dispute remedy.

Oakensmith

Email: sofanexa@oakensmith.com

Website: https://www.oakensmith.com

Business address: 早稲田八丁目24番地5 ハイツMIYATA202, Misato City, Saitama Prefecture 341-0018, Japan