Refund Policy
Order Cancellations
Since orders are dispatched within 1–2 business days, cancellation requests must be made within this window. Once an order has been dispatched, it can no longer be cancelled, but you may be eligible for a return once it arrives (see below).
Returns
We accept returns within 14 days of delivery. To be eligible, items must be unused, unworn, and in their original packaging with all tags attached. Due to the international shipping involved, the customer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
To start a return, contact us via our [Contact – Oxeno] with your order number and reason for return. We'll provide instructions once your request is reviewed.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with photos of the item and packaging. We'll offer a replacement, exchange, or full refund at no additional cost to you.
Non-Returnable Items
The following items cannot be returned or refunded:
- Items marked as final sale
- Personalized or custom-made products
- Items returned without prior authorization
- Items returned after the 14-day window
Refund Process
Once your return is received and inspected, we'll notify you of the approval status. Approved refunds are processed within 5–10 business days to your original payment method. Please note your bank or card provider may take additional time to reflect the refund.
Late or Missing Refunds
If you haven't received a refund after the timeframe above, first check your bank account, then contact your card issuer — processing times can vary. If you've done this and still haven't received your refund, contact us at our [Contact – Oxeno]
Exchanges
We only replace items if they're defective, damaged, or incorrect. If you need an exchange for the same item, contact us via our [Contact – Oxeno]
Order Not Received
If your order hasn't arrived within the estimated delivery window (7–12 business days internationally), please reach out to us before requesting a refund — delays can sometimes occur with customs or carriers, and we're happy to help track it down.