Refund Policy

IMPORTANT: Read this policy completely before requesting a refund. All refunds are subject to fees and inspections as outlined below. By placing an order, you acknowledge that you have read and agree to be bound by every section of this policy.

1. REFUND ELIGIBILITY

Refunds are ONLY available if ALL of the following conditions are met:

• Return request submitted within 30 days of delivery

• Required proof is provided (see Section 3)

• You follow the exact return process outlined below

• Authorization received from our support team before shipping

Refunds are NOT available for:

• Change of mind or preference

• Units ordered after 30-day window

• Unauthorized returns (shipped without approval)

• Items damaged by customer misuse or neglect

2. REFUND CATEGORIES & FEE STRUCTURE

CATEGORY A: Never Used / Still Sealed

Condition:

• Box is sealed and unopened

• Unit has NOT been powered on or tested

• All original packaging and accessories intact

Refund Amount:

100% refund of purchase price MINUS transaction processing fee (3% for card payments, PayPal fees)

Example: $500 unit, never used

→ $500 - $15 (transaction fee 3%) = $485 refund

CATEGORY B: Opened / Tested but No Defect Found

Condition:

• Unit has been opened, tested, or used

• No defect found during inspection

• Functions as described; customer simply changed mind

Refund Amount:

Purchase price MINUS transaction fee MINUS restocking fee (15%) MINUS maintenance fee (15%)

Example: $500 unit, opened & tested, no defect

→ $500 - $15 (transaction 3%) - $75 (restocking 15%) - $75 (maintenance 15%) = $335 refund

CATEGORY C: Defective or Damaged Product

Condition:

• Unit fails to function as specified

• Damage caused by manufacturing defect (not customer misuse)

• Defect is documented with photo and video proof

Refund Amount:

Purchase price MINUS transaction fee MINUS restocking fee (15%). Maintenance fee WAIVED if defect is confirmed.

Example: $500 unit, defective (confirmed by inspection)

→ $500 - $15 (transaction 3%) - $75 (restocking 15%) = $410 refund

NOTE: Restocking fee (15%) applies in ALL scenarios EXCEPT Category A (never used/sealed). Maintenance fee (15%) applies ONLY in Category B.

3. MANDATORY PROOF REQUIREMENTS

You MUST provide the following to request a refund. Missing any item = AUTOMATIC REJECTION.

For Category A (Never Used / Sealed):

• Photo of sealed/unopened box at time of request

• Proof of delivery (tracking number)

• Brief written explanation of reason for return

For Category B (Opened / Tested):

• Clear photo of product at delivery (unopened box)

• Clear photo of product before return (showing condition)

• Video (minimum 60 seconds) demonstrating the issue or showing device works fine but customer doesn't want it

• Written explanation of why you're returning it

For Category C (Defective):

• Clear photo at delivery (unopened)

• Photos of the defect (close-up, multiple angles)

• Video (minimum 90 seconds) clearly demonstrating the defect and dysfunction

• Written description of what is not working

• Proof of what you ordered vs. what you received (order confirmation)

INCOMPLETE PROOF = AUTOMATIC REJECTION. No second chances.

4. HOW TO REQUEST A REFUND

Step 1: Contact Support (2–3 business days)

Email: support@oxliv.com

Subject line: 'Refund Request - [Your Order Number]'

Include ALL required proof (photos, video, written explanation, order number)

Step 2: Proof Review & Return Authorization (2–3 weeks)

We will review your evidence and respond with:

• APPROVED + Return Label (if proof is sufficient)

• REJECTED + Reason (if proof is incomplete or condition doesn't qualify)

Step 3: Return Shipment (Your Responsibility)

• Use ONLY the return label we provide

• Ship to the address provided in approval email

• Do NOT use your own shipping method

• Keep tracking number for your records

Step 4: Warehouse Inspection (3–5 business days after receipt)

Once your package arrives:

• We inspect the unit to confirm condition

• We verify the category (never used, tested, or defective)

• We calculate the refund amount based on fees applicable to that category

Step 5: Refund Issued (5–7 business days after inspection approval)

Refund is processed to your original payment method

Your bank processes it (3–5 additional business days)

TOTAL TIMELINE: 3–6 weeks from initial request to refund credit

5. CHARGEBACK & PAYMENT DISPUTE TERMS

By placing an order with Oxliv, you agree to the following:

• You are the authorized cardholder or account owner

• You will NOT file a chargeback, dispute, or payment reversal with your bank without contacting us first

• You will contact support@oxliv.com BEFORE contacting your bank

• You acknowledge that this Refund Policy is your exclusive remedy for product issues

If a refund is being processed:

• You CANNOT file a chargeback during the 3–6 week refund process

• Filing a chargeback while a refund is pending = automatic account cancellation and permanent ban

• You forfeit any refund in process if you file a chargeback

Prohibited Chargeback Conduct:

• Filing a dispute claiming 'product not received' if you accepted delivery or have tracking confirmation

• Filing a dispute claiming 'not as described' if you ordered the exact item we sent

• Filing a dispute for change of mind, cosmetic preference, or buyer's remorse

• Filing multiple chargebacks for the same transaction

Consequence of violating chargeback terms:

• Permanent account suspension and ban from future purchases

• Forfeiture of any refund being processed

• Legal action to recover chargeback fees and damages

6. 1-YEAR REPLACEMENT WARRANTY

If your Oxliv unit fails due to manufacturing defect within 12 months of delivery, we will replace it at no cost.

Requirements:

• Defect must be documented with photo + video proof

• Defect must be verified as manufacturing issue (not customer misuse or neglect)

• You must follow the return process outlined in Section 4

• ONE replacement unit maximum per original purchase

What's included:

• Replacement unit shipped at no cost (after original arrives)

• Return shipping for defective unit at customer's expense (unless DOA—see below)

DOA (Dead on Arrival):

If the unit arrives non-functional and you provide video proof of the defect within 48 hours of delivery, we waive your return shipping cost and send a replacement immediately.

7. KEY CONDITIONS & IMPORTANT NOTES

• All refunds follow the fee structure in Section 2. No exceptions.

• Fees (transaction, restocking, maintenance) are non-negotiable and non-refundable.

• Returns must use ONLY the return label we provide. Unauthorized shipments will not be accepted.

• Refunds are processed to your original payment method. We cannot issue gift cards or store credits.

• If you submit incomplete proof, your refund request will be rejected automatically.

• If you file a chargeback while a refund is processing, you lose the refund and are permanently banned.

• You are responsible for return shipping costs (unless DOA). Prepaid labels are provided by us.

• Packages returned without proper proof or authorization will be refused or returned to you at your expense.

8. QUESTIONS OR ISSUES?

Email: support@oxliv.com

Response time: 48 business hours

Subject line: 'Refund Question - [Your Order Number]'

Last Updated: January 2025

By placing an order, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in its entirety.