OOAKB — Refund Policy
Last Updated: October 23, 2026
OOAKB is operated by HOPQUEST PTE. LTD., a company registered in Singapore. This policy explains our returns, exchanges, cancellations, and refunds.
1. Returns of Standard Products
Eligible non-personalized products may be returned if you notify us within 14 calendar days of delivery.
Items should be returned in their original condition, with accessories and packaging where reasonably possible. You may inspect or try on an item as you would in a store. Any lawful deduction for diminished value will be explained before processing the refund.
After notifying us of your return, please send the item back within 14 calendar days, following the return instructions provided.
Where statutory withdrawal rights apply, customers may exercise those rights without giving a reason or obtaining prior approval from OOAKB.
2. Personalized & Custom-Made Products
Products genuinely made to your individual specifications or clearly personalized, such as jewelry engraved with names or dates or gifts made using customer-submitted photographs, are not eligible for change-of-mind returns or exchanges where permitted by applicable law.
Personalization details are described on the relevant product pages.
A standard product manufactured after an order is placed is not automatically considered personalized.
Please carefully review all names, dates, photographs, measurements, and other personalization details before ordering. If you notice an error in your submitted information, contact us as soon as possible.
A paid remake may be available for customer-submitted errors, with all applicable costs explained and agreed upon before production.
These exclusions do not affect your rights if a product is defective, damaged, incorrect, or not as described.
3. How to Request a Return
To request a return, exchange, or refund, email support@ooakb.com with:
- Your order number
- The item you wish to return
- A brief description of the issue, if applicable
- Supporting photographs, where reasonably available
A reason is optional when exercising a statutory right of withdrawal.
For voluntary returns, we will review your request and email the applicable return address and shipping instructions once approved.
For a valid statutory withdrawal, your notice is effective without our approval. We will provide the return instructions promptly so you can return the goods within the applicable legal timeframe.
Please do not send returns to our registered business address in Singapore unless specifically instructed to do so.
Return shipments may involve international postage. Return shipping costs depend on the designated return destination and carrier. Please contact us before purchasing for information about the applicable return destination and estimated return shipping costs.
4. Return Shipping Costs & Exchanges
Customer-Initiated Returns and Exchanges
For returns or exchanges due to a change of mind, personal preference, an incorrect selection, or inaccurate personalization information supplied by the customer, the customer is responsible for the applicable shipping costs.
These may include:
- Original delivery charges, where non-refundable under applicable law
- Return shipping costs
- Shipping costs for replacement or exchanged items
Any applicable replacement or exchange shipping charges will be explained and agreed upon before shipment.
Where statutory withdrawal rights apply, original standard delivery charges will be refunded as required by law. Customers remain responsible for direct return shipping costs where legally permitted and properly disclosed.
No shipping charge will be added retroactively to an order that originally qualified for free shipping.
OOAKB Errors and Product Issues
If a return or exchange is necessary because of an OOAKB error, including an incorrect item, manufacturing defect, product damage, or incorrect personalization caused by us, OOAKB will cover the applicable standard shipping costs required to resolve the issue.
This includes reasonable return shipping and replacement shipping costs where applicable. Original delivery charges will be refunded where required by law.
Customers will not be charged additional shipping fees to correct an error for which OOAKB is responsible.
Restocking Fees
OOAKB does not charge restocking fees for eligible returns.
Exchanges
Eligible non-personalized products may be exchanged within 14 calendar days of delivery, subject to availability and applicable consumer rights.
5. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible.
Include your order number, a description of the issue, and photographs where available.
We will review the issue and provide an appropriate repair, replacement, or refund in accordance with applicable law.
If the issue is caused by OOAKB, we will arrange the necessary resolution without additional shipping costs to the customer, as required by law.
This also applies to personalized products. Customer rights relating to faulty goods are not excluded by a Final Sale designation.
For lost or undelivered packages, please refer to our Shipping Policy.
6. Refund Processing
Returned products are normally inspected within 3–5 business days after reaching the designated return location.
For approved voluntary returns, we normally initiate the refund within 7 business days after receiving and inspecting the returned item.
Refunds are issued to the original payment method. Your bank or payment provider may require additional time to make the funds available.
For statutory withdrawals, refunds will be processed within the applicable legal deadline. Where permitted, we may wait until the goods are received or proof of return shipment is provided.
Original standard delivery charges will be refunded where required by law.
Import duties, VAT, or customs fees paid directly to third parties may be subject to separate recovery procedures. Taxes collected by OOAKB will be refunded where required by applicable law.
7. Order Cancellations & Contact Us
For voluntary order changes or cancellations, please contact us within 24 hours of purchase and before production begins.
Once production has begun, changes or cancellations cannot be guaranteed. This does not restrict applicable statutory withdrawal rights or rights relating to delayed, defective, or undelivered goods.
For returns, exchanges, or refund assistance:
Brand: OOAKB
Legal Entity: HOPQUEST PTE. LTD.
Email:
support@ooakb.com
Phone / WhatsApp: +86 188 6661 8197
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM (Singapore Time, UTC+8)
Response Time: Normally within two business days
Registered Business Address:
HOPQUEST PTE. LTD.
21 Bukit Batok Crescent
#17-75, WCEGA Tower
Singapore 658065
This is our registered business address, not our designated return address. Please follow the return instructions provided by our customer support team.
Updates to this policy will be published on this page with a revised update date.