Refund policy

Return Window

  • You may request a return within 30 days of the delivery date.

  • The 30-day period starts on the day your order is delivered, as confirmed by the carrier's tracking information.

  • Requests submitted after this 30-day window cannot be accepted, unless required by applicable consumer protection laws in your jurisdiction.

  • If your order contains multiple items, the 30-day window applies individually to each item based on the delivery date of the entire order.

Conditions for Return

To be eligible for a return, items must meet all of the following requirements:

  • Unused & original condition – Items must not show any signs of wear, washing, alteration, or damage caused by the customer. We cannot accept items that have been used, installed, or modified in any way.

  • Original packaging – Items must be returned in their original packaging, with all tags, labels, protective covers, and accessories (e.g., chargers, cables, manuals, dust bags, authenticity cards) included and intact.

  • Proof of purchase – You must provide your order number or a copy of your receipt/order confirmation email. Without this, we may not be able to process your return.

  • Return authorization – Returns must be initiated by contacting us first. Unauthorized returns sent back without prior communication may not be processed and may be returned to you at your expense.

We reserve the right to reject returns that do not meet these conditions. If a return is rejected, we will send the item back to you at your expense, or we may deduct a restocking fee from your refund to cover the cost of restoring the item to saleable condition.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns on the following categories of products once the packaging has been opened or the protective seal has been broken:

  • Skincare products (serums, moisturizers, cleansers, masks, toners, etc.)

  • Cosmetics and makeup (foundation, lipstick, eyeshadow, mascara, etc.)

  • Personal-care items (toothbrushes, hair trimmers, shavers, epilators, etc.)

  • Earbuds and in-ear headphones (due to sanitary concerns)

  • Intimate apparel and undergarments (including lingerie, shapewear, socks, and swimwear)

Exception: If the outer packaging remains fully sealed, intact, and unopened, these items may be returned within the standard 30-day window.

For change-of-mind returns on non-returnable items that have been opened, we regret that we cannot issue a refund. These items will be sent back to you at your expense.

Damaged, Wrong, or Undelivered Orders

If your order arrives damaged, doesn't arrive at all, or is not what you ordered, we take full responsibility and will make it right quickly.

You must contact us within 48 hours of:

  • The delivery date (for damaged or wrong items), or

  • The expected delivery date (for undelivered orders)

To help us resolve the issue as quickly as possible, please email us with the following information:

  • Your order number in the subject line for faster processing

  • A clear description of the issue

  • Photos of the packaging and product (for damaged or wrong items) – this helps us investigate with our shipping partners and speeds up the resolution process

Once we confirm the issue, we will offer you either:

  • A full replacement (shipped at no extra cost), or

  • A full refund, including any shipping charges you paid for the original order.

We will cover all return shipping costs for damaged, wrong, or defective items, and provide a prepaid return label.

How to Start a Return

  1. Send an email to fanserxanser84@gmail.com with:

    • Your order number

    • The reason for your return (change of mind, damaged, wrong item, defective, etc.)

    • Any supporting photos (if applicable)

  2. Our customer support team will reply within 1–2 business days with:

    • Detailed return instructions

    • The correct return address (depending on your location and item type)

    • A prepaid return label (if the return is due to our error)

Please do not send items back before receiving our return instructions, as this may delay processing, result in your return not being accepted, or cause your package to be lost. We recommend keeping your shipping confirmation and tracking number until your return is fully processed.

Return Shipping & Fees

Who pays for return shipping depends on the reason for the return:



Reason for Return Return Shipping Covered By
Change of mind (no longer wanted, ordered by mistake, doesn't fit, etc.) Customer – you are responsible for shipping costs to return the item(s) to us.
Damaged, wrong, or defective item (our error or shipping issue) Us – we will provide a prepaid return shipping label and cover the full cost of return shipping.

For change-of-mind returns, we strongly recommend using a tracked shipping service with insurance, as we cannot be responsible for items lost or damaged in transit on their way back to us. Without tracking, we may not be able to verify receipt of your return, which could delay your refund. Please retain your shipping receipt and tracking number until your refund has been processed.

Refunds

Once your return arrives at our facility, our team will inspect the item(s) to ensure they meet the return conditions outlined above.

  • Processing time: We will notify you of approval or rejection within 1–3 business days after we receive your return.

  • Refund timing: Approved refunds are issued to your original payment method (credit card, debit card, PayPal, Shop Pay, Apple Pay, etc.) within 5–10 business days after approval.

  • Bank processing: Please note that your bank or payment provider may take additional time to post the refund to your account. If you haven't seen the refund after 15 business days from approval, please contact your bank first, then reach out to us if needed.

Shipping charges:

  • For change-of-mind returns, original shipping charges are not refunded.

  • For damaged, wrong, or defective items, original shipping charges are fully refunded along with the item price.

If you paid using a gift card or store credit, the refund will be issued back to that same form of credit.

Exchanges

We do not offer direct exchanges for different items, colors, or sizes. The fastest and most reliable way to get the item you want is to:

  1. Start a return for the original item (following the process above).

  2. Once the return is accepted and refunded, place a new order for the item you prefer.

This ensures you get your new item as quickly as possible, without waiting for us to receive and process your original return before shipping a replacement.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

  1. Check your bank account or payment provider statement again.

  2. Contact your bank — some institutions take longer to post refunds than others.

  3. If you've done both and still haven't received your refund, please contact us at fanserxanser84@gmail.com with your order number, and we will investigate and provide you with a transaction reference if needed.

Need Help?

If you have any questions about this policy, need assistance with your return, or want to check the status of a refund, please don't hesitate to contact us:

📧fanserxanser84@gmail.com

We typically respond within 1–2 business days and are committed to making sure you're completely satisfied with your shopping experience.

Thank you for choosing oxfordbrands — we appreciate your trust and your business