Return & Refund Policy

Overview

We want you to be fully satisfied with your purchase. If something is not right with your order, we’re here to help. Please review our return and refund guidelines below.

Return & Claim Window

  • Customers must submit a return or claim request within 7 days of delivery.
  • Requests made after this period cannot be accepted.

Eligible Scenarios for Return or Refund

a) Damaged or Defective Items

  • If your product arrives damaged or defective, please send us clear photos/videos showing the issue along with the shipping label.
  • After verification, we will provide either a full/partial refund or a free replacement shipment.

b) Wrong or Incorrect Item Received

  • If you received the wrong product, size, or color, please share photos of the received item and the shipping label.
  • Once confirmed, we will arrange for the correct item to be shipped or issue a refund.

c) Lost or Delayed Shipment

  • If the tracking information shows no movement for 30 days, your order will be considered lost.
  • In such cases, you are eligible for a full refund or a replacement shipment.

d) Change of Mind

  • If you decide you no longer want the product, you may request a return within 7 days of delivery.
  • Items must be unused, in original condition, and in original packaging.
  • Return shipping costs are the responsibility of the customer.
  • A refund will be issued after the returned product is received and inspected.

Non-Eligible Scenarios

  • Orders with incorrect or insufficient address details, or parcels that are refused or unclaimed by the customer, are not eligible for refunds or reshipments.
  • Unauthorized returns (without approval and RMA number) will not be accepted.

How to Start a Return

  • Email us at oxenustore@gmail.com within 7 days of receiving your order.
  • Use the subject line: Return/Claim – Order #XXXX.
  • Include:
    • Order number
    • Description of the issue
    • Photos/videos (product, packaging, and shipping label)

Once approved, we will provide you with an RMA number and the correct return address (based on your case).
⚠️ Do not return the package to the sender address shown on the parcel.

Refunds & Processing

  • Refunds will be processed back to your original payment method.
  • Refunds are typically initiated within 3–5 business days after the returned product has been received and inspected.
  • Depending on your bank or payment provider, it may take additional time for the refund to reflect.
  • In certain cases, partial refunds may be issued (e.g., missing accessories or minor cosmetic issues).

Exchanges

We do not offer direct exchanges. Instead, we can either:

  • Ship a replacement item, or
  • Issue a refund (case-by-case).

Order Changes & Cancellations

  • Orders begin processing immediately after being placed.
  • Cancellation or changes may not be possible once the order is processed.
  • If your order has already shipped, please follow the return process after delivery.

Important Notes

  • All returns must be pre-approved with an RMA number.
  • Return addresses vary depending on the item and will be provided by our support team.
  • We reserve the right to deny claims in cases of fraud, abuse, or policy violations.

Need Help?

For any questions about returns or refunds, please contact us:
oxenustore@gmail.com