Refund policy

Return, Exchange & Refund Policy

Last Updated: July 11, 2026

OOAKB is an online brand operated by HOPQUEST PTE. LTD., a company registered in Singapore.

This policy explains the conditions, procedures, costs, and processing timeframes that apply to returns, exchanges, order cancellations, replacements, and refunds.

Nothing in this policy excludes or limits any mandatory consumer rights available under the applicable laws of the customer’s country or region.

1. Returns of Non-Personalized Products

Eligible non-personalized and non-customized products may be returned within 14 calendar days after delivery.

To be eligible for a return, the product must:

  • Be unworn and unused

  • Remain in its original condition

  • Be free from scratches, stains, alterations, or customer-caused damage

  • Include all original packaging, accessories, labels, and accompanying materials

  • Be accompanied by valid proof of purchase

  • Be returned only after return authorization has been issued by OOAKB

Customers may reasonably inspect a product to determine its nature, characteristics, and suitability.

Where permitted by applicable law, a reasonable deduction may be made if the product has lost value because it was handled beyond what was reasonably necessary for inspection.

2. Personalized and Made-to-Order Products

The following products are considered Final Sale:

  • Engraved products

  • Products personalized with names or dates

  • Products created using customer-uploaded photographs

  • Products customized with customer-provided text, sizes, measurements, or designs

  • Made-to-order products

These products are not eligible for return or exchange for the following reasons:

  • The customer changes their mind

  • The customer submits an incorrect name, date, or spelling

  • The customer uploads an incorrect photograph

  • The customer selects an incorrect size, color, or personalization option

  • The customer is dissatisfied with the color, texture, shape, or natural handmade variations, provided the product matches the confirmed order and product description

Final Sale restrictions do not apply if:

  • The product arrives damaged

  • The product is defective

  • The wrong product is delivered

  • The personalization is incorrect because of an error by OOAKB

  • The product materially differs from its description

  • The package is confirmed lost in transit

If the issue is confirmed, OOAKB will provide an appropriate replacement, repair, or refund at no additional cost.

3. Customer-Submitted Personalization Errors

Customers are responsible for carefully reviewing all personalization details before placing an order, including:

  • Names

  • Dates

  • Spelling

  • Photographs

  • Text

  • Colors

  • Sizes

  • Measurements

  • Design selections

A product made correctly according to the information submitted by the customer is not considered defective.

If you notice an error after placing an order, contact us immediately at support@ooakb.com. We will make reasonable efforts to update the order if production has not begun, but changes cannot be guaranteed.

Where reasonably possible, OOAKB may offer a paid remake for products containing customer-submitted personalization errors. The remake price and any applicable shipping charges will be reviewed individually and confirmed with the customer before production begins.

4. Order Changes and Cancellations

Because many OOAKB products are personalized or made to order, production may begin shortly after an order is placed.

Requests to change or cancel an order must meet both of the following conditions:

  • The request is submitted within 24 hours after purchase

  • Production has not yet begun

The earlier of these two events will determine whether the order remains eligible for modification or cancellation.

To request a change or cancellation, email support@ooakb.com and provide:

  • Order number

  • Customer name

  • Email address used during checkout

  • Requested change or cancellation

Changes or cancellations cannot be guaranteed after production has begun.

Orders cannot be changed or canceled after shipment.

If an eligible cancellation is approved before production begins, the payment will be refunded to the original payment method.

5. Exchanges

Eligible non-personalized products may be exchanged within 14 calendar days after delivery, subject to product availability.

If the exchange is requested because:

  • The customer selected the wrong size

  • The customer selected the wrong color or style

  • The customer changed their personal preference

the customer is responsible for the return shipping cost, any applicable price difference, and any new outbound shipping charge disclosed and approved before the replacement is sent.

Personalized and made-to-order products are not eligible for preference-based exchanges.

If an exchange is required because of an OOAKB error, product damage, a defect, or an incorrect shipment, OOAKB will cover reasonable standard return and replacement shipping costs.

6. Damaged, Defective, Incorrect, or Misdescribed Products

If a product arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible.

Please provide:

  • Order number

  • Customer name

  • Clear photographs of the product

  • Photographs of the external packaging

  • A photograph of the shipping label

  • A description of the issue

  • Video evidence where reasonably necessary

Please do not discard the product, packaging, or shipping label until our review has been completed.

If the issue is confirmed, OOAKB may provide:

  • A free replacement

  • A repair

  • A full or partial refund

  • Another remedy required by applicable consumer law

OOAKB will cover or reimburse reasonable standard return shipping costs for confirmed damage, defects, incorrect shipments, or production errors.

Expedited, premium, or additional shipping charges will not be reimbursed unless approved in advance.

7. How to Request a Return, Exchange, or Refund

Before sending any product, contact OOAKB using one of the following methods:

Email: support@ooakb.com
Phone / WhatsApp: +86 188 6661 8197
Contact Form: Available on our Contact Us page

Please provide:

  • Order number

  • Customer name

  • Email address used during checkout

  • Product involved

  • Reason for the request

  • Preferred resolution

  • Supporting photographs or videos, where applicable

We normally review requests within two business days.

If the request is approved, we will provide:

  • Return authorization

  • The applicable return address

  • Packaging requirements

  • Shipping instructions

Do not send any product before receiving return authorization.

Do not send returns to our Singapore registered business address unless OOAKB specifically instructs you in writing to use that address.

Unauthorized returns or packages sent to an incorrect address may be refused or delayed.

8. Return Shipping Costs and Restocking Fees

Non-Quality-Related Returns

For eligible non-personalized products returned because of a change of mind, personal preference, or an incorrect option selected by the customer, the customer is responsible for purchasing and paying for return shipping.

Quality Issues or OOAKB Errors

If a product is confirmed to be damaged, defective, incorrectly supplied, materially misdescribed, or incorrectly produced by OOAKB, OOAKB will cover or reimburse reasonable standard return shipping costs.

Return shipping reimbursement must be approved in advance.

Restocking Fees

OOAKB does not charge a restocking fee for eligible returns.

Where permitted by applicable law, a reasonable deduction may only be made if the product has suffered an actual loss in value because it was excessively handled, damaged, or returned with essential components missing.

The customer will be notified before any permitted deduction is applied.

9. Return Inspection and Refund Processing

After an authorized return is delivered to the approved return location, we normally complete the inspection within 3–5 business days.

The inspection may include:

  • Product condition

  • Packaging and accessories

  • Personalization details

  • Order information

  • Reason for return

  • Evidence of use, alteration, or customer-caused damage

Approved refunds will be issued to the original payment method.

We normally process an approved refund within seven business days after the returned product has been received and inspected.

After OOAKB issues the refund, the customer’s bank, card issuer, or payment provider may require additional time to display the funds in the customer’s account.

If applicable law requires a shorter refund timeframe, the legally required timeframe will apply.

The following customer-paid costs are generally not refundable by OOAKB:

  • Return shipping costs for a change-of-mind return

  • Expedited or premium shipping services

  • Additional services requested by the customer

  • Customs duties, import taxes, VAT, or brokerage fees paid directly to customs authorities, carriers, or third parties

10. Non-Returnable Products

The following products are not eligible for change-of-mind returns or exchanges:

  • Personalized products

  • Engraved products

  • Customized products

  • Made-to-order products

  • Products created using customer-provided names, dates, text, photographs, sizes, measurements, or designs

  • Products that have been worn, used, altered, repaired, resized, or damaged after delivery

  • Products missing essential accessories or components

  • Products clearly identified as Final Sale before purchase

  • Gift cards

  • Products that cannot be returned for health or hygiene reasons after an applicable protective seal has been opened

These exclusions do not remove any rights relating to products that are damaged, defective, incorrect, or materially different from their description.

11. Packages Marked as Delivered but Not Received

A package marked as delivered by the carrier is not automatically considered lost.

Customers should first:

  • Check with household members

  • Check with neighbors

  • Review the delivery location recorded by the carrier

  • Contact the local carrier or post office

  • Confirm the shipping address provided with the order

If the package remains missing, contact us at support@ooakb.com.

We will assist with the matter in accordance with our Shipping Policy and will review the available tracking records, delivery address, and carrier investigation results.

12. Contact Information

For questions about returns, exchanges, cancellations, replacements, or refunds, contact:

Brand Name: OOAKB
Operated by: 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 (SGT, UTC+8)
Response Time: Within two business days

Registered Business Address:

21 Bukit Batok Crescent
#17-75, WCEGA Tower
Singapore 658065

The registered business address above is not our default return address. The applicable return address and shipping instructions will be provided after the return request has been reviewed and approved.

We may update this policy from time to time. Any updates will be published on this page together with a revised Last Updated date.