This policy explains how to return a product. Please read each step so your return goes smoothly. It works alongside our Refund Policy.
Return Eligibility
Returns are accepted within 30 days of delivery when:
- The unit is unused and in original condition (this does not apply to defective or damaged units).
- Original packaging and included accessories are returned with it.
Hygiene-related consumable items (such as nasal cannulas) cannot be returned once opened, for health reasons.
Before You Return
To help us process your return quickly, please have ready:
- A photo of the product as delivered.
- A photo of the product before you ship it back.
- A short video showing the product's condition or the issue.
If a defect is the reason, the video showing the problem is the most helpful thing you can send. We won't reject a return over a blurry photo.
How to Start a Return
Email support@oxliv.store with:
- Your order number
- The reason for return
- Your photo/video proof
We respond within 2–3 business days. Once approved, we send you the correct return warehouse address.
Return Shipping Rules
- Send the product only to the address we provide after approval.
- Returns sent to any other address without contacting us first cannot be accepted and will be returned to sender.
- Please don't ship the unit back before you've contacted us and received the return address.
Return Process & Timeline
- Request approval with proof — Email us your return request. We review and respond in 2–3 business days.
- Receive return address — On approval, we share the warehouse address and instructions.
- Ship the product to the provided address only.
- Share your tracking number — Reply with tracking after you ship.
- Inspection — We inspect the unit within 5–7 business days of receiving it.
- Processing — Your refund or replacement is issued within 3–5 business days after inspection. Refunds post to your account in an additional 3–7 business days depending on your bank.
Total: approximately 10–15 business days from approval to resolution, plus shipping and bank posting time.
Refund or Replacement
Depending on the situation and your preference:
- Defective or damaged unit: full refund, or a free replacement — your choice.
- Wrong or missing item: full refund or correct item sent.
- Device doesn't meet the needs you described to us: full refund.
- Change of mind: refund minus 15% restocking fee; return shipping is your responsibility.
Defective units are covered by a 1-year limited warranty for replacement.
Before You Dispute a Charge
If something's wrong, email support@oxliv.store first. We resolve almost every return faster than a bank dispute. Contacting us gives us the chance to make it right quickly.