Legal

Refund & Returns
Policy

We want you to love every piece you receive. If something isn't right, here's how we can help.

Last updated: October 2026
01

Overview

At Oasis, every piece is handmade with care — which means each item is unique. We want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, please review the policy below to see if you're eligible for a return or refund.

Our return policy lasts for 14 days from the date you receive your order. Unfortunately, if 14 days have passed since delivery, we cannot offer you a refund or exchange.

02

Returns

To be eligible for a return, your item must meet the following conditions:

Unused Condition

The item must be unused, undamaged, and in the same condition you received it.

Original Packaging

The item must be in its original packaging, with all tags and accessories intact.

Proof of Purchase

You'll need to provide a receipt or order confirmation as proof of purchase.

Return Authorization

Please contact us before shipping anything back to receive return instructions.

03

Non-Returnable Items

Due to the nature of our products, the following items cannot be returned:

  • Custom-made or personalized pieces (made to your specifications).
  • Items that have been used, washed, or altered.
  • Products damaged after delivery due to misuse or improper care.
  • Sale or clearance items (unless damaged upon arrival).
  • Gift cards and digital products.
04

Custom Orders

Custom orders are made specifically for you — tailored to your size, colors, and design. Because of this, custom orders are final sale and cannot be returned or refunded.

However, if your custom piece arrives damaged or is significantly different from what was agreed upon, please contact us within 48 hours of delivery so we can make it right.

05

Refunds

Once your return is received and inspected, we will notify you by email to confirm whether the refund has been approved or rejected.

If approved, your refund will be processed and automatically applied to your original method of payment within 5–10 business days, depending on your bank or payment provider.

Please note: Shipping costs are non-refundable. If you received free shipping on your original order, the equivalent shipping cost may be deducted from your refund.

06

Damaged or Defective Items

We take great care in packaging every order, but accidents can happen. If your item arrives damaged or defective, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number and full name.
  • Clear photos of the damage or defect.
  • A brief description of the issue.

Once verified, we will offer a replacement, repair, or full refund — including return shipping costs.

07

Return Shipping

The customer is responsible for paying return shipping costs, unless the item arrived damaged or defective.

We strongly recommend using a trackable shipping service or purchasing shipping insurance. Oasis is not responsible for items lost or damaged during return shipping.

Returns should be sent to our studio in Cairo, Egypt. The exact address will be provided once your return is authorized.

08

B2B & Bulk Orders

For wholesale, hospitality, and B2B orders, different terms apply. Bulk orders are typically non-returnable and non-refundable once production has started.

Please review your B2B agreement carefully, or reach out to your dedicated account manager for any questions regarding returns and refunds on commercial orders.