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 OXLIV.
A refund may be approved when all applicable conditions below are met:
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, 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.
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 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 OXLIV or the carrier.
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.
Please submit the following, where applicable:
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.
The overall process normally takes approximately 10–15 business days, excluding return-transit and bank-processing time.
Email support@oxliv.store with your order number, purchase date, a clear description of the issue, and the required photos or documents.
The approved return address is provided only after you contact our support team and receive authorization. Products sent to an unauthorized address cannot be processed and may be returned to the sender.
Product specifications are available on our website before purchase. Customers should review these and confirm the product is appropriate for their needs before ordering. If unsure, contact us before purchasing and we will help you evaluate the product honestly.
If there is a problem with your order, please contact support@oxliv.store before initiating a payment dispute. Contacting us first usually allows us to resolve the issue faster. This does not limit any rights available to you through your bank or applicable consumer-protection law.