Return Policy
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:
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The unit is unused and in original condition (this does not apply to defective or damaged units — see below).
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Original packaging and included accessories are returned with it.
Hygiene-related consumable items (such as nasal cannulas) can't be returned once opened, for health reasons.
Before You Return
To help us process your return quickly, please have ready:
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A photo of the product as delivered.
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A photo of the product before you ship it back.
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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. If anything is unclear, we'll ask you to resend it we won't reject a return over a blurry photo.
How to Start a Return
Email support@oxliv.com with:
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Your order number
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The reason for return
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Your photo/video proof
We respond within 2–3 business days. Once approved, we send you the correct return warehouse address.
Return Shipping Rules
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Send the product only to the address we provide after approval.
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Returns sent to any other address without contacting us first cannot be accepted and will be returned to sender.
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Please don't ship the unit back before you've contacted us and received the return address.
Return Process & Timeline
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Request approval with proof — Email us your return request. We review and respond in 2–3 business days.
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Receive return address — On approval, we share the warehouse address and instructions.
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Ship the product to the provided address only.
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Share your tracking number — Reply with tracking after you ship.
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Inspection — We inspect the unit within 5–7 business days of receiving it.
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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:
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Defective or damaged unit: full refund, or a free replacement if you'd rather have a working device your choice.
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Wrong or missing item: full refund or correct item sent.
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Device doesn't meet the needs you described to us: full refund.
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Change of mind: refund minus the 15% restocking fee (see Refund Policy); return shipping is your responsibility.
Defective units are covered by a 14 months limited warranty for replacement.
Before You Dispute a Charge
If something's wrong, email support@oxliv.com first. We resolve almost every return faster than a bank dispute, and if you're owed a refund, we'll process it. Contacting us gives us the chance to make it right quickly.
