Refund policy

Refund and Return Policy for OXUS store

We make every effort to provide you with the best possible experience. If you encounter a problem with your order, please consult our policy below, designed to resolve your issues as efficiently as possible.

1. Cases Eligible for a Full Refund or Replacement

We cover our products with a 30-day warranty from the date of receipt of your order. Past this period, we will unfortunately no longer be able to process your request.

You are eligible for a refund or a free replacement in the following cases:

 Damaged products: The item arrived broken or damaged.

 Incorrect or incomplete products: You received the wrong item, wrong color, wrong size, or a part is missing. (Note: You do not need to return the incorrect product to us).

 Lost package: The package was lost during delivery.

 Significant delivery delay: Delivery exceeds 30 days (for Europe, the United States, Canada, New Zealand) or 60 days (for South America, the Middle East, India, and Africa) from shipping, excluding cases of force majeure or peak season (Black Friday, Christmas, where the time frame increases to 40 days).

 Out of stock / Inability to ship: If an item can no longer be shipped, we will fully refund you.

1. Order Cancellation

 You can cancel your order for a full refund before the product is shipped.

 Exceptions: Customized products cannot be canceled once the order is validated. Orders related to a specific branding project cannot be canceled more than 48 hours after payment.

1. Cases Not Eligible for Refund

We cannot proceed with a refund or reshipment in the following situations:

 Order marked as "Delivered": The tracking number indicates that the package was delivered to your address.

 Customer error: Incorrect or incomplete shipping address, refused or unclaimed package (unclaimed packages are destroyed by the local carrier).

 Change of mind: The customer ultimately does not like the product.

 Slight variations: The product shows a slight measurement inaccuracy compared to the description or an unusual odor related to manufacturing.

 Force majeure: Delays or damages caused by events beyond our control (natural disasters, strikes, pandemics, customs blockages, etc.).

1. How to Request a Refund / Replacement

To initiate a claim, please contact us at [Your contact email address] by providing:

1. Your order number.

2. Clear photos or videos showing the defect, damage, or sizing issue (with a visible measuring tool).

3. A brief description of the problem.

We will process your request and issue the refund (or arrange for a replacement) within 24 to 48 hours after validation. Refunds will be made to your original payment method (Credit Card or PayPal).

1. Product Returns

In most cases of defective products or errors on our part, we do not ask you to return the item.

However, if a return is exceptionally required by our team:

 You must send the product back to us within 10 days of receipt.

 The product must be in perfect condition and not prevent resale.

 Return shipping costs are your responsibility.

 Returns are made to our international warehouse located in China.

 A tracking number for the returned package must be provided to us to validate the refund.