Refund Policy

This policy explains how refunds are approved, processed, and issued. Please review all conditions and timelines before requesting a refund.

Your payment will appear on your statement as OXLOVO.

Refund Eligibility

A refund may be approved when all applicable conditions below are met:

• You contact our support team before returning the product.

• Your request is submitted within 30 days of delivery.

• The product is unused and returned with its original packaging and accessories. This condition does not apply to verified defective or damaged products.

• Your request qualifies under one of the refund categories below.

• You provide the required photos, videos, or supporting documents.

• You return the product to the authorized address within the timeline provided by our support team.

Refund Categories

Category A — Manufacturer Defect: Full Refund

The product arrives damaged, does not function, does not power on, does not hold a charge, or contains broken or inoperable components despite following the startup instructions.

Category B — Non-Delivery, Wrong Item, or Shipping Damage: Full Refund

The order is not delivered to the correct shipping address provided during checkout, the wrong product is delivered, or shipping damage is documented upon delivery.

Category C — Does Not Meet Your Stated Needs: Full Refund

The device does not provide adequate oxygen output or performance for the needs you clearly described to our team before purchasing.

Category D — Change of Mind: Refund Minus 15% Restocking Fee

You change your mind and return the product unused, in its original condition and packaging, within the 30-day return period. A 15% restocking fee will be deducted from the refund.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly because the customer provided an incorrect or incomplete address.

Once an order has been shipped, its address may not be changed or corrected. Orders affected by a customer-provided incorrect or incomplete address are not eligible for a refund.

If the carrier returns the package to us, we may offer reshipment at the customer’s expense after the product has been received and inspected. Original shipping charges are non-refundable.

This restriction does not apply when the shipping error was caused by OXLOVO or the carrier.

Orders Canceled After Shipment

Orders cannot be cancelled or refunded simply because the customer requests cancellation after the unit has shipped.

After shipment, the order must be delivered and, where eligible, returned through our standard return process. Shipping an order does not remove a customer’s eligibility for a verified defect, wrong item, shipping damage, or another return right required by applicable law.

Required Proof

Please submit the following, where applicable:

• A photo of the product as delivered.

• A photo clearly showing any visible damage or defect.

• A 30–60 second video demonstrating the issue when claiming a defect.

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

If submitted evidence is unclear, we will ask you to provide it again. A request will not be denied solely because an initial photo or video is unclear.

Refund Timeline

Step 1 — Support Review: 2–3 business days

Email support@oxlovo.com with your order number and details. We will review the request and respond with an approval, a request for additional information, or the reason for denial.

Step 2 — Return Authorization

If approved, you will receive a return authorization and the correct return address.

Customers are responsible for return shipping costs for change-of-mind returns. OXLOVO covers reasonable return shipping costs for verified defects, wrong items, or shipping damage.

Step 3 — Inspection: 5–7 business days after receipt

We will inspect the returned product and confirm that it matches the approved return request.

Step 4 — Refund Processing: 3–5 business days after inspection

Approved refunds will be issued to the original payment method. A 15% restocking fee will be deducted from eligible change-of-mind returns.

Your bank or payment provider may require an additional 3–7 business days to post the refund.

The overall process normally takes approximately 10–15 business days, excluding return-transit and bank-processing time.

How to Request a Refund

Email support@oxlovo.com with:

• Your order number.

• Your purchase date.

• A clear description of the issue.

• The required photos, video, or supporting documents.

Email is the fastest and preferred method for submitting refund requests.

Unauthorized Returns

The approved return address is provided only after you contact our support team and receive authorization.

Products sent to an unauthorized or incorrect address cannot be processed and may be returned to the sender. Customers are responsible for any additional shipping costs caused by an unauthorized return.

Product Specifications and Customer Responsibility

Product specifications—including oxygen output, flow range, battery life, and technical information—are available on our website before purchase.

Customers should review these specifications and confirm that the product is appropriate for their needs before ordering. If you are unsure, contact us before purchasing and we will help you evaluate the product honestly.

If the device does not meet needs that you clearly described to us before purchasing, your request may qualify under Category C.

Before Disputing a Charge

If there is a problem with your order, please contact support@oxlovo.com before initiating a payment dispute. Contacting us first usually allows us to investigate and resolve the issue faster.

This section does not limit any rights available to you through your bank, card issuer, or applicable consumer-protection law.

Questions?
support@oxlovo.com
+1 3073107781