Refund policy

1. Right of Withdrawal and Eligibility

At Oxano, we want you to be completely satisfied with your purchase.

  • Extended Return Period: You have 90 calendar days from the date you receive your order to inform us of your decision to return one or more items. (This period is significantly longer than the minimum legal right of 14 days).

  • Eligibility Conditions: All products are eligible for return, provided they are returned in their original condition, meaning: new, unused, and in their original intact packaging, including all accessories, manuals, and tags.

  • Non-Returnable Items: [Add here the list of products that, for hygiene reasons or if they are personalized, cannot be returned, if applicable.]

2. Return Procedure and Shipping Costs

We make the return process simple and free of charge:

  • Return Cost: In the majority of cases, Oxano covers all return shipping costs. We will provide you with a prepaid return label.

  • Mandatory Return Request: To initiate a return and receive your free label, you must contact our customer support team via the 'Contact' section of our website, mentioning your order number.

  • Obtaining the Return Address: The exact address of our returns center will be provided to you by our customer service team after validation of your request and issuance of the prepaid label. No return should be sent without first obtaining the address and the label.

3. Refund Options and Processing Time

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund request.

  • Compensation Options: Approved refunds can be issued via the following options, at your choice:

    • Monetary Refund: To the original payment method used for the purchase.

    • Store Credit: A credit to be used for future purchases at Oxano.

    • Exchange: For another item of your choice (subject to availability).

  • Oxano Processing Time: Refunds are processed and notified to our payment provider within 1 to 2 business days after the returned item's condition has been validated.

  • Banking Processing Time: Please note that after our notification, it generally takes an additional 3 to 5 business days for the funds to actually appear in your account, as this processing time is specific to your banking institution.

4. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact our support team immediately via the 'Contact' section of the website. We will resolve the issue promptly and at no cost to you.

5. Contact

For any questions about our Refund & Return Policy, you can contact us using the 'Contact' section of our website.