Refund policy
At Oxaney, we want you to be satisfied with your purchase. This Refund Policy explains how we handle returns, cancellations, exchanges, damaged or incorrect items, and refunds for orders placed through our website.
Key Information
| Policy Details | Information |
|---|---|
| Return period | 30 days from receipt of order |
| Cancellation period | Within 8 hours of placing the order |
| Refund processing time | 7 days |
| Refund method | Original payment method |
| Restocking fee | None |
| Return method | By mail |
| Return label | Free – download and print |
| Required product condition | New, unused, unwashed, with original tags |
| Returns accepted | Defective and non-defective products |
| Exchanges | Accepted |
Eligible Countries
We currently accept returns from customers in the United Kingdom.
30-Day Return Policy
Oxaney offers a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
We accept returns for both defective and non-defective products.
To qualify for a return, your item must be in new, unused, and unwashed condition, with all original tags attached and, where applicable, in its original packaging.
Proof of purchase may also be required.
Cancellation Period
You may request to cancel your order within 8 hours of placing it.
To request a cancellation, please contact us at contact@oxaney.com and provide your order number.
Submitting a cancellation request does not guarantee that the order can be cancelled. If your order has already entered processing, fulfilment, or dispatch, we may no longer be able to stop it.
If more than 8 hours have passed, you may still be eligible to return your order after delivery in accordance with this Refund Policy.
How to Start a Return
To request a return, please contact us at contact@oxaney.com and provide your order number together with details of the item or items you wish to return.
Once your return request has been reviewed and approved, we will provide the appropriate return instructions along with a free downloadable and printable return label.
Approved returns must be sent by mail to the return address listed below.
Return Shipping Costs
There is no charge for the return label.
For approved returns, Oxaney will provide a free return shipping label that you can download and print.
We recommend keeping your return shipping receipt and tracking information until your return has been received and processed.
Restocking Fees
We do not charge any restocking fees for approved returns.
Return Address
Approved returns should be sent to:
16 Mantle Way, London, E15 4BT, United Kingdom
Please contact us before sending your return so that we can confirm your request and provide the correct return instructions and return label.
Refund Method
All approved refunds are issued to the original payment method used when placing the order.
Refunds cannot normally be issued to a different card, bank account, or payment method.
If the original payment method is no longer available, please contact us at contact@oxaney.com for assistance.
Refund Processing Time
Refund processing time: 7 days.
Once your returned item has been received, inspected, and approved, Oxaney will process your refund within 7 days.
The refund will be issued to the original payment method used for the purchase.
Please note that your bank, card issuer, or payment provider may require additional time for the refunded amount to appear in your account after we have processed the refund.
If you have not received your refund after the applicable processing period, please contact us at contact@oxaney.com
Exchanges
We accept exchanges for eligible products.
To request an exchange, please contact us at contact@oxaney.com within 30 days of receiving your order and provide your order number along with details of the item you would like to exchange.
Items submitted for exchange must meet the same eligibility requirements described in this policy.
Damaged Goods
If you receive an item that is damaged, defective, incorrect, or not as described, please contact us at contact@oxaney.com as soon as possible.
Please provide:
-
Your order number
-
A description of the issue
-
Clear photographs of the damaged, defective, or incorrect item
-
Photographs of the packaging, where applicable
We will review the issue and provide an appropriate solution.
Eligible damaged, defective, incorrect, or not-as-described items can be returned using the free return label provided by Oxaney.
Where appropriate, we may offer a replacement, exchange, or refund to the original payment method.
Customer Support
Need assistance? The Oxaney team is here to help.
Whether you have a question about your order, would like more information about a product, or need support with anything else, please don’t hesitate to get in touch.
Choose the contact option below that works best for you, and our team will be happy to assist as quickly and carefully as possible. Your experience with Oxaney matters to us.
Email: contact@oxaney.com
Phone: +44 7480261723
Address: 16 Mantle Way, London, E15 4BT, United Kingdom
Customer Service Hours:
Monday – Friday: 09:00 AM – 5:00 PM (GMT+0)
Saturday & Sunday: 10:00 AM – 2:00 PM (GMT+0)
We aim to respond within 24 hours.