✓ Eligible Returns

We accept returns for the following reasons:

• Defective or damaged: Item arrived broken or not functioning
• Wrong item: You received a different product than ordered
• Changed your mind: Product doesn't meet your expectations
• Quality concerns: Product quality doesn't match description

To qualify for a return, items must be:

• Unused and in original condition
• In original packaging (if applicable)
• Returned within 30 days of delivery

📋 How to Return an Item

Step 1: Contact Us

Email us at hello@ox-go.com with:

• Your order number
• Product name
• Reason for return
• Photos (if defective or damaged)

Step 2: Get Return Authorization

We'll review your request and respond within 24 hours with:

• Return authorization number
• Return shipping instructions
• Return address (if applicable)

Step 3: Ship Your Return

Package the item securely and ship it back to us. Important: Always get tracking for your return shipment.

Step 4: Receive Your Refund

Once we receive and inspect your return, we'll process your refund within 5-7 business days.

🚚 Return Shipping Costs

We Pay Return Shipping If:

• Item is defective, damaged, or incorrect
• We made an error with your order

You Pay Return Shipping If:

• You changed your mind
• You ordered the wrong item
• The product doesn't match your expectations (but isn't defective)

Note: Original shipping costs are non-refundable unless the item was defective or we made an error.

❌ Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Opened personal care or beauty products
• Intimate apparel or swimwear (unless defective)
• Food or health supplements
• Items marked as "Final Sale"

Exception: If these items arrive defective or damaged, we'll still make it right with a replacement or refund.

🔄 Exchanges

Want to exchange for a different product, color, or size? We're happy to help!

How Exchanges Work:

• Contact us with your order details and what you'd like instead
• Return the original item following the steps above
• Once received, we'll ship your replacement item

Note: If there's a price difference, we'll either refund or charge the difference accordingly.

📸 Damaged or Defective Items

We inspect every product before shipping, but occasionally issues happen during transit.

If your item arrives damaged or defective:

• Contact us within 48 hours of delivery
• Include photos of the damage or defect
• Provide your order number

We'll send a replacement immediately or issue a full refund — your choice! You won't have to return the damaged item unless we specifically request it.

⏱️ Refund Timeline

Processing Time:

• We inspect returns within 2-3 business days of receipt
• Refunds are processed within 5-7 business days after approval
• Your bank may take an additional 3-5 business days to show the refund

Total time: Expect your refund within 10-15 business days from when you ship the return.

You'll receive an email confirmation when your refund is processed.

🌍 International Returns

Returning from outside South Africa? Here's what you need to know:

• Same 30-day return policy applies
• Return shipping is your responsibility (unless item is defective)
• You're responsible for any customs duties or taxes on returns
• Use tracked shipping — we're not responsible for lost return packages

Contact us for the best return address for your country.