Missing item(s), wrong item(s) or incorrect package sent
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our Customer service with the information below:
1. Email us with your order number and the product code (SKU number).
2. Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.
If you are not satisfied with your purchase and the product is still in brand new conditions, unopened/ unused you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.
All the artificial factors cause the damage of the item is beyond the warranty, however customers can return it at their own cost and pay a fee for the repair.
Warranty Exemptions and Notes
1. Mask are personal items comes Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer’s responsibility and is not covered by our warranties.
2. All returns will be inspected by our technical team upon arrival. If the returned item is not in the same condition as received a refund will not be issued.
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for mistake made by oxygen-02 for sending the wrong product.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
3. Oxygen-02 will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
How to request warranty (return, repair and refund)
Please contact our Customer service with the information below:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Send a clear photo or video (via wetransfer) showing the defect(s); these should be taken under good lighting.
Our After-sales team will look into the problem you are facing and get back to you with a solution ASAP.
Returns and Compensation Process
For any after-sales issues, please contact customer service directly and they will offer you a solution according to your case.
Please check each processing time upon receiving your returned item.
1. For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, and depending on stock availability.
2. For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.