We want you to be completely satisfied with your purchase from Oxygen-AT. If for any reason you are not happy with your order, or you’ve simply changed your mind, this Returns & Refunds Policy explains your rights and how to return items to us. As a consumer, you are protected by strong laws in the UK and EU regarding returns and cancellations for online purchases. We fully comply with these regulations, including the 14-day cooling-off period (right of withdrawal) for UK and EU customers . In addition, we outline below our store’s specific policies for returns, refunds, and exchanges, which apply to all customers (worldwide), including some steps tailored to our dropshipping model.
Please read this policy carefully to understand how returns and refunds work. If you have any questions, feel free to contact our customer service at [email protected].
If you are a customer in the United Kingdom or European Union, you have the legal right to cancel your order for any reason within 14 days of receiving your goods, under the UK Consumer Contracts Regulations and EU Consumer Rights Directive. This is often referred to as the “cooling-off period” or right of withdrawal.
Eligibility: The 14-day cancellation period applies to most products sold on our website. It starts the day after you (or someone you nominate) receive the item. For example, if your package is delivered on the 1st of the month, you have until the 15th of that month to notify us of cancellation . You do not need to give any reason for canceling during this period – it is your unconditional right.
How to Exercise Your Right: To cancel an order within 14 days of delivery, you must inform us of your decision clearly. The easiest way is to email us at [email protected] with your order number and a statement that you wish to cancel under the 14-day cooling-off rule. You may also use the model cancellation form at the end of this policy (not mandatory, but provided for your convenience). If you prefer, you can mail us a letter at our business address, or use the contact form on our website – but email is recommended for speed. Remember: It’s enough that you send the cancellation notice within the 14-day period – you don’t have to have returned the item by then, but you must send the goods back afterwards (see below).
Returning the Goods: Once you’ve informed us of cancellation, you have another 14 days to return the product to us . We will provide you with a return address and instructions once we receive your cancellation request. Generally, you should return the item in its original condition (please see “Condition of Returned Items” below). We ask that you include your order details (order number or original invoice) in the return package to help us identify it.
Return Shipping Costs: In cases of cancellation under the 14-day rule (change of mind returns), you are responsible for the cost of returning the item to us, unless we have agreed otherwise . We do not currently offer free returns for change-of-mind cancellations. You should choose a postal or courier service and pay the postage. We strongly recommend using a tracked or insured shipping method, as you are responsible for the goods until we receive them. If the item is too large or heavy to mail normally, contact us and we can assist in arranging a return. (Exception: If we failed to inform you about the return costs prior to purchase, then by law we would have to bear the return cost . We make sure to inform you here and in our checkout terms that return shipping for voluntary cancellations is at your cost.)
Refund Process for Cancellations: Once we receive your returned item (or proof that you’ve sent it back, such as a postal receipt), we will process your refund. By law, we will issue your refund within 14 days of receiving the returned goods or proof of return – whichever is earlier . However, we strive to process refunds faster, typically within a few days of receiving your return. The refund will include the price you paid for the product, plus the original standard delivery cost (if any). If you chose an upgraded shipping option (e.g., express shipping), we will only refund the cost of standard delivery as per legal guidelines. The refund will be made to the same payment method you used for the purchase (e.g., refunded to your credit card or PayPal account).
Deductions for Value Diminishment: Please note that while you are allowed to inspect the product as you would in a store, if the value of the item is diminished by handling beyond what is necessary to check its nature, characteristics, and functioning, we may deduct an amount from your refund to reflect that diminished value . For example, if you’ve used an item more extensively than just trying it out, or if it’s returned damaged or with missing parts (that were not due to our error), we may reduce the refund accordingly. We will inform you of any such deduction. Common sense applies – e.g., trying on clothing briefly is fine, but wearing it outside and scuffing it would diminish its value.
Exceptions to the 14-day Right: Certain products are excluded by law from the 14-day cancellation right. These include perishable goods, tailor-made or personalized items, sealed items that cannot be resold once opened for health/hygiene reasons (e.g., certain cosmetics or underwear, if the seal is broken), and digital downloads/services after they’ve been accessed. We will inform you before purchase if any item falls into these categories. Generally, most items we sell are standard goods that do qualify for the 14-day return. If you’re unsure, ask us.
This statutory right of cancellation is in addition to any other rights or guarantees you have. We summarise it here to ensure you know your protections. Our aim is to make the process of returns as smooth as possible for you.
In addition to your legal rights, we offer the following standard returns policy for all customers, including those outside the UK/EU or in cases that might fall outside the strict 14-day rule:
30-Day Satisfaction Guarantee: We want you to be satisfied with your purchase. If you are unhappy with your product for any reason, you may return it to us within 30 days of delivery for a refund or exchange. This applies to unused, undamaged items in their original packaging. (If local consumer law in your country provides for a longer return period, we will honor that.) Simply contact us within 30 days of receiving the item to initiate a return. Note: This extended return policy is our company policy and does not affect your 14-day legal right – even if you miss the 14-day window, you still have 30 days from receipt to return for a refund as per this guarantee (some restrictions apply, see below).
Condition of Returned Items: To be eligible for a full refund under our 30-day satisfaction guarantee, the item should be in new, resaleable condition. Please return items with all original components, accessories, manuals, and packaging. If an item is returned to us damaged, used, or missing parts (and not due to our error), we reserve the right to refuse the return or to issue a partial refund at our discretion. We understand you may need to open the package to inspect the item – that’s fine. But please handle all products with care and return them in the condition you received them.
Exclusions: Some products may not be eligible for change-of-mind returns under our policy, such as intimate apparel (for hygiene reasons, if the seal/packaging is opened), perishable goods, or personalized items made specifically for you. We will clearly indicate on the product page if an item is non-returnable for these reasons. If such an item arrives damaged or defective, of course, we will address that (see below), but we cannot accept returns for buyer’s remorse on those excluded categories.
Gift Returns: If you received an item as a gift and you wish to return it, the process is generally the same. However, the refund can only be issued to the original purchaser’s payment method (for privacy and fraud prevention, we refund the person who paid). If that’s not ideal, we can offer store credit or an exchange to you as the gift recipient – contact us and we’ll work it out discreetly.
If the product you received is damaged, defective, or not what you ordered, we sincerely apologize. Our goal is to resolve such issues quickly:
Damaged in Transit: If your item arrived damaged, please notify us as soon as possible (within 48 hours of delivery if you can) at [email protected]. Provide details of the damage and, if possible, include a photo of the damaged item and packaging. This helps us with our quality control and to make a claim with the shipping carrier if needed. We will arrange either a replacement shipment or a full refund for you, at no cost to you. We will also cover any return shipping needed, or in some cases, we may not require a return if the item is not usable and the evidence of damage is clear.
Defective Product: If your product appears to have a manufacturing defect or malfunction (and it’s within a reasonable time after purchase), please contact us with a description of the issue and any relevant photos. Depending on the product, we may troubleshoot with you to see if it can be resolved quickly. If the item is confirmed to be faulty, we will offer you a replacement (if available) or a full refund. We will bear the costs of return shipping for defective items, or we may allow you to dispose of the item without returning it if returning is not practical. We adhere to consumer laws which entitle you to a remedy (repair, replacement or refund) for faulty goods.
Wrong Item Received: If we sent you the wrong product or the wrong variant (size, color, etc.) by mistake, please let us know immediately. You can return the incorrect item (we will provide a prepaid return label or reimburse your postage), and we will send you the correct item as soon as possible. If the correct item is out of stock, we will offer a full refund. You will not have to pay any additional shipping costs for our error.
Dropshipping Consideration: Because we use third-party suppliers for fulfillment, on rare occasions an item might arrive from the supplier that doesn’t match what you ordered (due to a packing error overseas). We take responsibility for such issues – you can still contact us directly for any problems, and do not need to deal with the external supplier yourself. We will coordinate with the supplier to sort it out and ensure you get what you ordered or receive a refund. Our customers will never be stuck with a wrong or faulty item without recourse.
Please note that for any returns of damaged/defective/incorrect items, we may request that you provide a photo or video of the issue, or in some cases, we might ask you to return the item to a specific address we provide. We will cover the return shipping in such cases. Our aim is to minimize any inconvenience to you.
To initiate a return or exchange, please follow these steps:
Contact Us: Email [email protected] with your order number and the reason for your return. For cancellations within 14 days, just state you wish to cancel. For other returns, let us know whether the item is unwanted, or if there is a problem (damaged, faulty, etc.). This helps us provide the proper instructions.
Receive Return Instructions: We will reply promptly (usually within 1-2 business days) with confirmation and next steps. We will provide you with the return address. Important: Because we are a sole trader business and use dropshipping, return addresses may vary. In many cases, returns will be sent back to our UK address. However, for certain products it might be more efficient to return directly to the supplier’s warehouse – we will advise you. Do not send a return until you have contacted us, so we can ensure it goes to the correct location and that your return is processed smoothly.
Pack the Item Securely: Please pack the item in its original packaging (or suitable protective packaging if original is not available) to prevent damage in transit. Include any accessories and a copy of your order confirmation or a note with your name, order number, and contact information.
Ship the Item: If we provided a prepaid return label (this will be the case for defective/incorrect items), attach it to the parcel and drop it off as instructed. If you are paying for return shipping, please use a reliable carrier. We recommend obtaining tracking and insurance for high-value items. Keep your shipping receipt and tracking number. If you are an international customer, mark the parcel as “Returned Goods” to avoid customs issues.
Confirmation & Refund/Exchange: Once we receive the return, we will inspect it and process your refund or exchange as per our policy. We will send you an email confirmation. If an exchange is requested and approved, we will ship the new item to you (we’ll provide an estimated delivery time). If a refund, we will credit the amount back to your original payment method and you will receive a notification. Refunds can take a few days to appear in your account depending on your bank or payment provider’s processing times.
All refunds will be processed to the original payment method used for purchase. This means:
If you paid by credit or debit card, the refund will go back to that card.
If you paid via PayPal, the refund will be credited to your PayPal account balance.
If you used a gift card or store credit, we will reissue store credit (or otherwise discuss an alternative solution if needed).
We will refund the full amount you paid for the item, minus any deductions (if applicable) for diminished value as discussed, and minus any shipping upgrades you chose. In cases of cancellation returns, we also refund the standard outbound shipping cost if you paid one (e.g., if you paid £5 for shipping, we refund the product price + £5; if you paid £20 for expedited shipping, we would still refund only up to the standard £5 unless the higher service was the only option offered) . We do not charge any restocking fees.
If you were charged any import duties or taxes on delivery (for international orders), those are unfortunately outside our control and are not refundable by us – you would need to seek a refund from your customs office if applicable (sometimes returning an item can allow you to reclaim duties, but rules vary by country).
When your refund is issued, we will email you a confirmation. Please allow up to 5-7 business days for the credit to appear on your statement (processing times vary by bank). If it’s been more than 7 days since we confirmed your refund and you still don’t see it, please contact us and we’ll assist.
If you wish to exchange a product for a different size, colour, or a different item altogether, the simplest method is often to initiate a return for a refund, and then place a new order for the desired item. This way the new item can be shipped to you right away (subject to availability), rather than waiting for the return to process.
However, if you prefer a direct exchange, you can indicate that when contacting us. We will do our best to accommodate exchanges. Key points for exchanges:
Exchanges are subject to product availability. If the item or variant you want is out of stock, we’ll inform you and offer a refund instead.
For an exchange of a different variant of the same product (e.g., different size), we will send out the new variant once we receive the returned one. In some cases, we might ship the replacement sooner as a gesture of goodwill, but generally we wait for the original to come back.
We typically cover the cost of shipping the exchange item back out to you (this is treated as a new shipment from us to you). However, you would still be responsible for sending the original item back to us, unless the exchange is due to a mistake or defect on our part.
If there is a price difference between the item you returned and the exchange item (for example, you want to exchange for a more expensive product), we will arrange payment for the difference before sending the new item. Conversely, if the exchange item is cheaper, we will refund you the difference.
All products sold on our site are intended to be of satisfactory quality, as described, and fit for purpose. This is your statutory right under consumer protection laws. Our returns policy works alongside these rights, not in place of them. In summary:
If a product is faulty or misdescribed, you have the right to a repair, replacement, or refund depending on the circumstances. The exact remedies can depend on how long you’ve had the item. For instance, in UK law, if a fault is found within the first 30 days of receipt, you can usually claim a full refund. If it’s after 30 days but within six months, we are entitled to attempt a repair or replacement first. And EU law provides at least a 2-year conformity guarantee on products . Regardless, we aim to make it easy for you – just reach out if something is wrong, and we will sort it out in line with your rights.
This Returns & Refunds Policy does not affect any statutory guarantees or warranties that may apply. You may also have rights against the product manufacturer if they offer an additional warranty. We will assist you with manufacturer warranty claims if you need help.
As noted, Oxygen-AT uses a dropshipping fulfillment model, meaning your item may ship directly from our third-party supplier. We want to reassure you that this does not affect your right to return products to us. You will never be asked to ship a return to an unfamiliar overseas address without warning. In most cases, returns will be handled domestically (for UK customers, a UK return address; for EU customers, possibly an EU returns center when available). We coordinate with our suppliers to handle returns on our end, so you can return items to us or our designated location rather than dealing with a supplier in another country.
Because of this model, please make sure to contact us before returning an item – as mentioned earlier – so we can provide the correct return address. If a supplier has a local warehouse or agent for returns, we will direct you there to save on shipping time/cost. If not, we’ll likely have you return to us and then we handle things with the supplier.
Additionally, please note that if you ordered multiple items, they might arrive in separate parcels and possibly from different suppliers. If you wish to return multiple items, we will guide you if they need to go to different return addresses or if we will consolidate the returns. We know this can seem a bit complicated, but we will make the process as smooth as possible on our end.
If you have any questions about our Returns & Refunds Policy or need assistance with a return, please contact us:
Email: [email protected]
We are here to help and aim to respond to all return inquiries promptly. Customer satisfaction is our priority, and we will do our best to resolve any issues in a fair and efficient manner.
(The following form is provided as an example, as per UK/EU law requirements. You may use this form to inform us of a cancellation within 14 days, but it is not obligatory.)
To: Oxygen-AT (Email: [email protected])
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on []/Received on []
Order Number: [__________]
Customer Name: [__________]
Customer Address: [__________]
Date: [__________]
Signature: _______________________ (only if notifying on paper)
