Returns & Warranty

For policies on faulty or unwanted items or our extended warranty terms, please read the below information. If you have any questions relating to information provided on this page, please contact us via our Support Page.

Info & Terms

If you have a faulty item or no longer want your Oakcastle product, make sure to read the following information carefully. You will also find the terms and conditions for our 3 year extended warranty.

Should your Oakcastle product develop any faults during its first year of use due to defective software or materials, your Oakcastle product must be returned to the retailer purchased from or the gift provider. Due to defect, the retailer protects your statuary rights for a return and will provide prepaid returns options under terms and conditions.

Our certified online retailers usually offer one year of warranty for Oakcastle products, unless otherwise stated. Should a fault or defect occur in the first year, the customer is required to take their warranty claim with the retailer directly and not Oakcastle.

A warranty claim cannot be made for the following:

1. wear or tear from normal use;

2. any servicing by anyone after delivery other than by anyone authorised by Oakcastle;

3. the Product(s) having been misused or subjected to neglect, improper or inadequate care carelessness (including being dropped), or abnormal usage conditions;

4. the Product(s) having been used other than in accordance with good practice and Oakcastle’s instructions or recommendations;

5. or damage caused from the use of non-genuine spare parts or accessories fitted to the Product(s).

Please know that in order for a warranty to be considered valid, the purchase needs to be through an authorised re-seller, and you need to retain evidence of your purchase (E.g. An official invoice/receipt from the authorised re-seller). Failure to provide proof of purchase may invalidate your warranty claim.

Royal Mail

We use a Royal Mail free returns service for UK customers to get your faulty purchase back to us. This is used for parcels under 20kg in weight and dimensions no greater than 61cm (L) x 46cm (W) x 46cm (D).

Please ensure that the returned product is within its original packaging or another suitable box. The returning package should include all parts that were included in your purchase unless specified otherwise.

Once the product has been packaged appropriately and according to the guidelines provided in our free returns procedure, the product is able to be dropped off at your local post office and get on its way back to us safely!

Please be advised that we recommend customers to keep their proof of postage receipt should you need it.

DPD

For our heavier products, we also offer a DPD drop off label service to get this back on the way to us! This is so that we can get the item back safely.

Please note that this service is only provided for our heavier radios and soundbars. This is a free service that will be arranged for you when you email us with all the information requested in our free returns procedure.

If you have changed your mind or are unhappy with your Oakcastle purchase, please contact the retailer directly. It is at their discretion whether they are able to refund or replace your item.

You can also leave us feedback at info@oakcastle.co.uk We always welcome your input as it helps us to improve our service and our products.

An extended warranty claim cannot be made for the following:

1. Products not registered for Extended Warranty with us within 30 days of purchase;

2. Products still under the initial warranty offered by the retailer (extended warranty comes into effect only after the one offered by the retailer expires, and claim is made within 3 years of the date of purchase);

3. Wear or tear from normal use;

4. Any servicing by anyone after delivery other than by anyone authorised by Oakcastle;

5. The Product(s) having been misused or subjected to neglect, improper or inadequate care carelessness (including being dropped), or abnormal usage conditions;

6. The Product(s) having been used other than in accordance with good practice and Oakcastle’s instructions or recommendations;

7. Damage caused from the use of non-genuine spare parts or accessories fitted to the Product(s);

8. Or the product is a refurbished model or bought second-hand.

As part of the extended warranty, you will be eligible for our free returns policy up to 2 years after your 1 year retailer warranty period. We supply you with our address and returns information so that you can arrange your own return. Please return all items provided in the box on purchase, this includes any accessories, cables, and/or remotes.

We would advise using a tracking service to get the item back to us as we cannot be held liable for any missing parcels on the way back to us. If you do not have proof of postage this may delay the returns, replacement or refund process.

Please know that in order for an extended warranty to be considered valid, the purchase needs to be through an authorised re-seller, and you need to retain evidence of your purchase (E.g. An official invoice/receipt from the authorised re-seller). Failure to provide proof of purchase may invalidate your warranty claim.

Royal Mail

We use a Royal Mail free returns service for UK customers to get your faulty purchase back to us. This is used for parcels under 20kg in weight and dimensions no greater than 61cm (L) x 46cm (W) x 46cm (D).

Please ensure that the returned product is within its original packaging or another suitable box. The returning package should include all parts that were included in your purchase unless specified otherwise.

Once the product has been packaged appropriately and according to the guidelines provided in our free returns procedure, the product is able to be dropped off at your local post office and get on its way back to us safely!

Please be advised that we recommend customers to keep their proof of postage receipt should you need it.

DPD

For our heavier products, we also offer a DPD drop off label service to get this back on the way to us! This is so that we can get the item back safely.

Please note that this service is only provided for our heavier products. This is a free service that will be arranged for you when you email us with all the information requested in our free returns procedure.

Register your Product

Register your Oakcastle product within 30 days of purchase to activate your extended 3 Year Warranty. Gain access to all the benefits and lifetime technical support (see our Extended Warranty details for more info).

About Oakcastle

Every item in the Oakcastle range was meticulously designed in Cambridge, England. Great detail has been applied to every stage of the design and manufacturing process in order to achieve an outstanding finish.

  • IR100
    • IR100
    • IR100

    • Bluetooth Internet Radio