Return Policy

At Oxygen Gears, we value your trust and aim to provide flexible solutions that work best for you. Whether you prefer store credit or a return to your original payment method, we are here to support your choice.

How to Initiate a Return

To begin, please reach out to our dedicated support team via email at
hi@supportoxygengears.com.

Kindly include your Order Number and the reason for the return. 

Helping Us Help You

If your request is related to a product quality concern or shipping damage, providing a brief video that demonstrates the issue is incredibly helpful. This visual aid gives our team a clear understanding of your claim and allows us to find the best possible solution for you much faster.

Once we review your request and the provided details, we will provide you with the correct warehouse address for the return shipment.

Choose Your Refund Method

We offer two convenient ways to receive your refund. We invite you to choose the option that best fits your needs:

Option 1: Store Credit (Best Value)

If you choose Store Credit, we are pleased to waive all restocking and transaction fees. You will receive the entire amount of your product value as credit to use for any future purchase in our store.

Option 2: Cash Refund to Original Payment Method

We are also happy to process a refund back to your original payment method. To help cover the non-recoverable costs associated with this process, the following fees will be deducted from the refund amount:

  • Transaction Fee: A 10% fee to cover costs from payment processors.

  • Processing Fee: A 15% fee to support the inspection, cleaning, and restocking of the unit.

The Return Process

  1. Ship the Product: Once you receive the warehouse address from our support team, please arrange for the product to be shipped back to us.

  2. Share the Tracking: After you have shipped the item, please reply to our email with the Tracking Number. This step is important as it allows us to monitor the package and prepare for its arrival.

  3. Inspection & Resolution: When the product reaches our warehouse, our team will perform a thorough inspection. Once completed, we will process your Store Credit or Cash Refund within 7 Days. You will receive a confirmation email once this is complete.

Important Notes

  • Please confirm the return address with our team before shipping, as it may differ from the address on the original label.

  • For cash refunds, the fees listed above are necessary to maintain our high service standards. For the full value of your return, we warmly recommend choosing the Store Credit option.

Issuance of Store Credit

Once your returned item arrives at our warehouse and completes its inspection, we will process your Store Credit within 7 Days. You will receive a confirmation email with details on how to use your credit for any item in our store.

Please kindly note that this policy applies to eligible returns based on quality or defect claims. We invite you to review your needs carefully before purchasing, as we are unable to process refunds for a change of mind.

Policy Limitations & Exceptions

To keep our services efficient and fair for everyone, there are certain circumstances where we are unable to process a return. We kindly ask you to review these exceptions:

  • Shipping Address Accuracy: To receive a refund or credit, the product must be returned to the specific warehouse address provided by our support team. Items sent to an unconfirmed address (including "Return to Sender" packages) may not be received by our team and would not be eligible.

  • Payment Methods: We are unable to accept returns sent via "Cash on Delivery."

  • Item Type: For hygiene and safety reasons, orders for accessories or used machines are considered final sale and are not eligible for return.

  • Replacement Limit: We are happy to provide a replacement for a machine if needed. Please note that a machine is eligible for replacement only once. After a replacement has been issued, the order is considered fulfilled.

  • Change of Mind: We invite you to review your needs carefully before purchasing, as we are unable to process returns based on a change of mind.

Lost Orders & Logistics

In the rare event that an order is lost due to a courier issue, we work directly with the logistics company to resolve it. We will submit a claim to the courier and kindly ask for your assistance in providing a Claim ID.

Once the courier provides a resolution, we will happily resend the product to you. Please note that we wait for this official resolution before taking the next steps to confirm the issue is handled correctly.

Product Exchanges

We are pleased to help you exchange your unit for a model that better fits your needs. We are able to process these exchanges within 30 days of receiving your returned item.

How to Request an Exchange:

To begin, please email our support team with your Order Number and the Model you wish to receive.

The Process:

  1. Return: Please follow the steps above to return your original product to our warehouse.

  2. New Shipment: Once the original item arrives and completes inspection, we will confirm your shipping address and promptly ship your new product to you.