Refund Policy

This policy explains how refunds work at Oxlovo: when you are eligible, how to request one, and how long it takes. It works alongside our Return Policy, and we have kept it as clear as we can so there are no surprises.

Refund Eligibility

A refund may be approved when the following apply:

  • You contact our support team before you send anything back;

  • Your request is made within 30 days of delivery;

  • The item is unused and comes back with its original packaging and accessories (this does not apply to items that are defective or damaged on arrival);

  • Your reason fits one of the categories below; and

  • You include the photos, video, or other proof we ask for, and ship to the address we provide.

Refund Categories

  • Defective or damaged on arrival: full refund. The item arrives broken, will not power on, will not hold a charge, or does not work as it should even after you follow the setup instructions.

  • Wrong item, missing item, or shipping damage: full refund. You received the wrong product, part of your order is missing, or the package was damaged in transit (documented on delivery).

  • Does not meet the needs you described: full refund. The product does not perform for the specific needs you clearly described to our team before you bought it.

  • Change of mind: refund minus up to a 15% restocking fee. You simply changed your mind and return the item unused, in its original condition and packaging, within 30 days. Up to a 15% restocking fee may apply, and return shipping is your responsibility.

Refund or Replacement

Depending on the situation and what you would prefer:

  • Defective or damaged item: a full refund, or a free replacement if you would rather have a working unit. Your choice.

  • Wrong or missing item: a full refund, or the correct item sent to you.

  • Item does not perform as described: a full refund.

  • Change of mind: a refund minus the up-to-15% restocking fee.

Proof We May Ask For

To help us approve your refund quickly, please send, where relevant:

  • A photo of the product as it arrived;

  • A photo that clearly shows any damage or defect;

  • A short video of about 30 to 60 seconds that shows the issue for a defect claim; and

  • Tracking or carrier documentation for a non-delivery claim.

If anything you send is unclear, we will simply ask for it again. We will not deny a refund just because a first photo or video was blurry.

How to Request a Refund

Email support@oxlovo.com with your order number, purchase date, a short description of the issue, and any photos or video. Email is the fastest way to reach us. Once we approve your request, we will send you the correct return address and instructions.

Refund Timeline

  1. Support review (2 to 3 business days): We respond with an approval, a request for more details, or an explanation if it does not qualify.

  2. Return authorization: If approved, you will receive the correct return address. Return shipping follows the rules in our Return Policy.

  3. Inspection (5 to 7 business days after we receive it): We check the returned item and confirm it matches your request.

  4. Refund processing (3 to 5 business days after inspection): Approved refunds go back to your original payment method, minus any applicable up-to-15% restocking fee. Your bank or card provider may then need another 3 to 7 business days to post it.

Altogether, the process usually takes about 10 to 15 business days from approval, plus return transit and bank posting time.

A Quick Note on Payment Disputes

If something goes wrong, please email support@oxlovo.com before you open a dispute with your bank. We can almost always sort things out faster than a formal dispute, and if you are owed a refund, we will process it.

When you reach out first, you give us the chance to make it right quickly, and nothing here limits any rights you may have through your bank, card issuer, or consumer-protection law.

Warranty

Items that fail because of a manufacturing defect are covered by a 12-month limited replacement warranty. If an item arrives dead on arrival (DOA) and you let us know with photo or video proof within 48 hours of delivery, we will cover return shipping and send a replacement right away.

Full warranty details may also appear on the product page or in the materials included with your order.

Questions?

Email support@oxlovo.com (please include your order number) and we will usually get back to you within 1 to 2 business days.