Refund & Return Policy
At OXVA EU, we want you to be completely satisfied with your purchase. Please read our refund and return policy carefully before making a purchase.
1. Eligibility for Returns
We accept returns for unused, unopened, and fully resalable items within 7 days of receipt. Due to health, safety, and hygiene reasons, opened or used items are not eligible for return or refund.
| Condition | Return Accepted? |
|---|---|
| Unopened, unused, in resale condition | Yes (within 7 days) |
| Opened or used items | No |
| Defective item on arrival | Yes (contact us within 2 days) |
2. How to Initiate a Return
- Submit a return request via our Return Request Form.
- Once approved, we’ll send you the return address and instructions.
- Include a note inside your parcel with your name, order number, and reason for return.
- We recommend using a tracked postal service (UPS preferred) and keeping proof of postage.
3. Return Shipping Fees
We aim to keep our return policy clear, fair, and easy to understand.
Standard returns:
For returns made due to personal preference or ordering reasons, return shipping costs are covered by the customer. Original shipping fees are non-refundable.
Defective or incorrect items:
If your order arrives defective, damaged, incomplete, or incorrectly shipped, please contact us as soon as possible. Our support team will carefully review the case and assist you with a suitable solution.
Minor cosmetic marks:
In rare cases, slight cosmetic marks may occur during transportation. These do not affect the product’s normal use or performance and are therefore not considered product defects.
For regular (non-defective) returns, items must be unused, unopened, and in fully resalable condition. Returns that do not meet this requirement may not be eligible for a refund.
4. Refund Processing
Refunds will be issued to your original payment method. Processing may take up to 5 business days after we receive your return. Bank processing times may vary.
| Payment Method | Estimated Refund Time |
|---|---|
| Credit/Debit Card | 3–5 business days |
5. Defective or Wrong Items
If you receive a defective or incorrect item, please submit a support ticket immediately. Our support team will guide you through the exchange or refund process. Unauthorized returns will not be accepted.
6. MONDIAL RELAY & Unclaimed Packages
- Customers must pick up MONDIAL RELAY packages within 2～5 days (depend on your country) after arrival.
- Unclaimed packages returned to us will incur a €20 handling fee deducted from the refund.
- If the package is never returned to us, no refund will be issued.
7. Order Changes & Cancellations
To change or cancel an order, please contact us before 11:00 AM CET on the same day your order is placed.
8. Contact Us
If you have any questions or need assistance with your return or refund, please contact our support team:
📧 Email: store@oxvaeu.com
We aim to respond within 24–48 hours on business days.