Refund policy

Version 1.0 | Last updated: 19 July 2026

House of Okaeri B.V.
Chamber of Commerce: KvK 42111484
Return address: Oudenakkerstraat 58, 6006 BC Weert, the Netherlands
Email: support@houseofokaeri.com

This Return and Refund Policy applies to consumer purchases made from House of Okaeri B.V. through our online store.

House of Okaeri B.V. is the seller responsible for your order. Payment providers, manufacturers, suppliers and fulfillment partners provide services on our behalf but are not the seller with whom you enter into the purchase agreement.

1. Right of withdrawal

When you purchase a product from us online, you generally have the legal right to withdraw from your purchase without giving a reason.

You must inform us of your decision to withdraw within 14 days after the day on which you, or a person designated by you, receives the product.

When products from the same order are delivered separately, the withdrawal period starts on the day after you receive the final product from that order.

You can exercise your right of withdrawal by:

  • using the online withdrawal or return function available through our online store;

  • emailing us at support@houseofokaeri.com; or

  • sending us another clear statement confirming that you wish to withdraw from the purchase.

Please include your name, order number and the products you wish to return.

You may use the model withdrawal form at the end of this policy, but its use is not mandatory.

2. Returning a product

After informing us that you wish to withdraw, you must send the product back within 14 days.

Returns must be sent to:

House of Okaeri B.V.
Oudenakkerstraat 58
6006 BC Weert
The Netherlands

Please contact us before sending your return so that we can provide the correct return instructions and identify your parcel. Prior approval is not required to exercise your statutory right of withdrawal.

Do not return products directly to a manufacturer, supplier, fulfillment provider or the address shown on the original shipping parcel unless House of Okaeri expressly instructs you to do so.

We recommend using a trackable shipping method and retaining proof of shipment. You are responsible for the return parcel until it has been received by us.

3. Condition of returned products

During the withdrawal period, you may inspect a product to establish its nature, characteristics and functioning in the same way that you reasonably could in a physical shop.

You are responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to inspect it.

Where reasonably possible, products should be returned complete and with their original packaging, labels, accessories and documentation.

The absence of external packaging does not automatically remove your statutory right of withdrawal. However, use, damage or excessive handling may result in a reasonable deduction from the refund for diminished value.

4. Products that cannot be returned

The statutory right of withdrawal does not apply where a legal exception applies, including:

  • products made according to your individual specifications or clearly personalised specifically for you;

  • products that are liable to deteriorate or expire rapidly;

  • sealed products that are unsuitable for return for genuine health-protection or hygiene reasons after the protective seal has been broken following delivery; and

  • other products excluded from the right of withdrawal under applicable consumer law.

A product is not considered individually personalised merely because it carries House of Okaeri branding or is manufactured, packaged or fulfilled for House of Okaeri.

5. Cosmetics, personal-care and wellness products

A cosmetic, personal-care, wellness or similar product is not automatically excluded from return.

Where such a product was supplied with a genuine protective or hygiene seal and is unsuitable for resale for health-protection or hygiene reasons after that seal has been broken, the right of withdrawal ends when the customer breaks the seal.

Opening the external delivery box or ordinary product packaging does not by itself remove the right of withdrawal.

Products that remain unused and have their original protective or hygiene seal intact may generally be returned within the withdrawal period.

These restrictions do not apply when a product is defective, damaged, incorrectly supplied or otherwise does not conform to the purchase agreement.

6. Damaged, defective, missing or incorrect products

Please inspect your order after delivery and contact us as soon as reasonably possible if:

  • a product arrived damaged;

  • a product is defective;

  • you received the wrong product;

  • a product is missing from your order; or

  • the product otherwise does not correspond with what you ordered.

Contact us at support@houseofokaeri.com and provide:

  • your name and order number;

  • a description of the problem; and

  • photographs of the product and packaging, where reasonably possible.

We will assess the issue and provide an appropriate solution in accordance with your statutory rights. Depending on the circumstances, this may include replacement, repair, a price reduction or a refund.

Where we ask you to return a damaged, defective, incorrect or non-conforming product, House of Okaeri will bear the reasonable return costs.

Your statutory rights concerning defective or non-conforming products are separate from and are not limited by the 14-day right of withdrawal.

7. Return shipping costs

When you withdraw from a purchase because you changed your mind, you are responsible for the direct cost of returning the product.

House of Okaeri bears the reasonable return costs when:

  • the product is damaged or defective;

  • the wrong product was delivered;

  • the product does not conform to the purchase agreement; or

  • we have expressly agreed to cover the return costs.

Unless we confirm otherwise, we do not provide a prepaid return label for change-of-mind returns.

8. Refunds

When you validly exercise your right of withdrawal, we will refund the payments received for the returned products.

If you withdraw from and return the complete order, we will also refund the cost of our least expensive standard delivery method.

Additional costs resulting from your choice of an expedited, premium or more expensive delivery method will not be refunded.

Where only part of an order is returned, the original delivery costs will be refunded only to the extent required by applicable law.

We will issue the refund without undue delay and no later than 14 days after the day on which you informed us of your decision to withdraw.

We may withhold the refund until:

  • we have received the returned product; or

  • you provide evidence that you sent the product back,

whichever occurs first.

The refund will be issued using the same payment method used for the original transaction unless you expressly agree to another method. House of Okaeri will not charge you a fee for processing the refund.

Your bank or payment provider may require additional time to display the refund in your account after it has been processed by us.

9. Exchanges

We do not currently process direct exchanges.

To purchase a different product, size or variation, return the eligible product in accordance with this policy and place a new order.

10. Sale and promotional products

Products purchased during a sale, promotion or with a discount remain covered by the statutory right of withdrawal unless a specific legal exception applies.

11. Third-party fulfilment

We may use manufacturers, suppliers, warehouses, shipping providers and other fulfilment partners to produce, package or deliver orders on our behalf.

Regardless of which partner handles your order, your purchase agreement remains with House of Okaeri B.V.

All return requests, complaints, refund requests and questions must therefore be directed to House of Okaeri at support@houseofokaeri.com.

12. Contact

For questions concerning returns, refunds or your order, contact:

House of Okaeri B.V.
Oudenakkerstraat 58
6006 BC Weert
The Netherlands

Email: support@houseofokaeri.com.

Model withdrawal form

Complete and return this form only if you wish to withdraw from your purchase. You may also withdraw by email or through the online withdrawal form in our online store.

To:

House of Okaeri B.V.
Oudenakkerstraat 58
6006 BC Weert
The Netherlands
support@houseofokaeri.com

I hereby notify House of Okaeri B.V. that I withdraw from my contract for the purchase of the following products:

  • Product or products:
  • Order number:
  • Ordered on:
  • Received on:
  • Customer’s name:
  • Customer’s address:
  • Customer’s signature, only if this form is submitted on paper:
  • Date: