OKEYHAUL returns, cancellations and refunds: what to do
Work out whether your order needs cancellation, a warehouse return, an exchange or a refund. Follow the steps for its current status, check the applicable deadline and track any charges or money returned.
Start with the current order status. Ask about cancellation before seller dispatch; after dispatch or stock-in, a return or exchange may need seller approval. Confirm eligibility, costs and the refund destination before proceeding. For qualifying warehouse returns, the five-day stock-in window is conditional on seller eligibility and resalable condition.
Quick checklist
- Identify the order status and request the outcome you want.
- Confirm eligibility, deadline, approval and all deductions.
- Keep tags, seals, accessories and required packaging intact.
- Track the refund destination and any separate withdrawal step.
Can I cancel or return at my current order stage?
Before seller dispatch, ask whether the order can still be changed or cancelled. Once it has shipped domestically or reached the warehouse, a return or exchange may be required. After international dispatch, the logistics and costs can be substantially different. A message requesting cancellation does not itself confirm that dispatch has stopped.
| Stage | Request to make | What to confirm |
|---|---|---|
| Paid, not yet purchased | Ask for cancellation | Has the purchasing action actually stopped? |
| Purchased, seller not dispatched | Ask whether cancellation or amendment is possible | Seller acceptance and refund amount |
| Seller dispatched | Ask about return or exchange after receipt | Eligibility, domestic freight and approval |
| Stored in the warehouse | Request the eligible return or replacement promptly | Deadline, condition and return instructions |
| International parcel dispatched | Open the appropriate after-sales enquiry | Return feasibility, costs and delivery evidence; do not assume the domestic process still applies. |
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Explain the problem and what you want to happen
Give the order reference, selected option and focused evidence. Distinguish a wrong size or colour, a visible defect, a missing accessory and a change of mind. State whether you want cancellation, a refund or a specific replacement. Check the relevant deadline immediately and keep the item out of the outgoing parcel while the request is unresolved.
When does the five-day return window apply?
For qualifying items, the return / exchange window is five days (120 hours) after Stocked in. The seller must offer the applicable return service and the goods must meet resalable-condition requirements. This is not a blanket promise for every purchase. Custom, second-hand, opened sealed goods and other exclusions need separate confirmation. Keep required tags, seals and accessories intact.
Deadline example for an eligible item
If an eligible order changes to Stocked in at 10:00 on 1 November and its account clock starts then, 120 hours later is 10:00 on 6 November in the same time zone. Use the actual account timestamp and displayed deadline; confirm any different start rule. Request the remedy early enough to resolve missing evidence, rather than treating the last minute as a safe submission time.
How much will I receive after return costs?
Ask for the approved goods amount, domestic return freight, handling charges and any retained fees to be listed separately. Completed photo requests, payment charges and other services may be treated differently from the item price. Free delivery on the purchase listing does not establish that a return is free. Confirm the net amount before authorising the process.
| Line | Amount |
|---|---|
| Goods amount approved for refund | 200 |
| Agreed return delivery deduction | −15 |
| Agreed handling deduction | −5 |
| Expected item refund in this example | 180 |
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Read deductions separately
200 − 15 − 5 = 180. These figures illustrate arithmetic, not the fee schedule for your return. Previously paid purchasing, payment or optional-service costs are separate questions. Ask for written confirmation of the amount actually approved and which costs will remain unrecovered.
Follow the authorised return instructions
Confirm the return address or warehouse procedure, required reference, packaging and dispatch deadline. Keep return tracking and proof of seller receipt. Sending an item to an unconfirmed address can delay or undermine the resolution. The seller may need to receive and inspect it before releasing a refund.
Check a replacement as a new arrival
For an exchange, confirm stock and the exact replacement size or colour. Allow time for seller processing and another delivery to the warehouse. Check the replacement’s own QC and storage status before packing it; approval of the first item does not answer whether the replacement is correct.
Is the refund going to my balance or payment method?
An account balance credit is different from a refund to a card, bank account or another payment method. Ask which destination applies and whether a separate withdrawal is required. If currency conversion is involved, compare the currency and net amount rather than assuming the original payment amount will be returned unchanged.
| Stage | Evidence to keep | Still to check |
|---|---|---|
| Return accepted | Approval and conditions | Has the item been sent back? |
| Seller received return | Tracking or receipt | Has the seller released the funds? |
| Account balance credited | Credit transaction | Is a separate withdrawal required? |
| Withdrawal / payment refund sent | Payment reference | Has the payment provider posted the net amount? |
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What should I send when a refund is delayed?
Follow the seller refund, balance credit and withdrawal as separate stages. Keep the dates and references for each. Ask about the processing window for the stage that is actually pending; there is no single guaranteed completion time for every order and payment method. Follow up through the authenticated service and check any relevant dispute deadline.
Separate item refunds from delivery claims
A seller return, transit damage claim and parcel marked delivered but not found can require different evidence and processes. Do not assume refusing delivery creates a full refund. Use the receiving guide for packaging and delivery evidence, and check any formal dispute deadlines if a payment or refund remains unresolved.
Common questions
Can every item be returned because I changed my mind?
No. Eligibility depends on the item, seller, timing, condition and applicable terms. Confirm it before relying on a return.
Does submitting a request mean it has been approved?
No. Wait for the actual acceptance and instructions, and monitor the applicable deadlines.
Does a balance credit mean my bank has received a refund?
No. Confirm the stated destination and whether withdrawal is a separate action.
Can I open perfume or remove tags and still return it?
Do not assume so. Required single-use seals, tags and accessories can be part of eligibility. Confirm before requesting their removal.
Can a successful item refund recover customs charges too?
Do not assume the seller refund covers import charges. A separate customs or carrier refund process may apply, with its own evidence and deadlines.
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