Effective Date: September 4, 2026
At OXUS, we want you to have a smooth and satisfactory shopping experience. This Return & Refund Policy explains the conditions under which products may be returned, replaced, or refunded.
Please read this policy carefully before placing an order.
Due to the hygiene and personal care nature of our hair care products, returns are generally accepted only in specific situations.
A product may be eligible for return, replacement, or refund if:
You received a damaged product.
You received a defective product.
You received the wrong product.
An item is missing from your order.
The product was damaged during transit.
The product received is materially different from what was ordered.
To be eligible, you must contact us within 48 hours of delivery.
For hygiene and safety reasons, we generally do not accept returns for:
Opened products
Used products
Partially used products
Products with damaged or removed seals
Products damaged due to improper use
Products damaged after delivery
Products purchased during certain clearance or final-sale promotions, where clearly stated
Products returned because of personal preference after opening
Hair serum, shampoo, and other personal care products cannot normally be resold once opened or used.
Nothing in this policy is intended to restrict any rights available to customers under applicable law.
If you receive a damaged, defective, incorrect, or incomplete order, please contact OXUS customer support within 48 hours of delivery.
Please provide:
Your order number
Your full name
Registered phone number or email address
Reason for the request
Clear photographs of the product
Photographs of the outer packaging
Photograph of the shipping label
An unboxing video, if available
Providing complete information helps us verify and resolve your request more efficiently.
Where a return is approved, the product should be returned:
In its original packaging
With original labels and seals intact, where applicable
With all accessories, promotional items, or free gifts received with the order
In the same condition in which it was delivered, except where the product was received damaged or defective
Products that do not meet the approved return conditions may not be eligible for a refund.
Submitting a return request does not automatically guarantee approval.
Our team will review the information provided and may request additional photographs, videos, or details to verify the issue.
Once approved, we will provide instructions regarding the return or replacement process.
Please do not send a product back without receiving return instructions from OXUS.
If an eligible product is damaged, defective, incorrect, or missing, OXUS may offer a replacement depending on product availability.
If the same product is unavailable, we may offer:
An alternative product with your agreement, or
A refund for the eligible amount
Replacement products will be dispatched after the claim has been approved and, where applicable, the returned item has been received or verified.
If a refund is approved, it will generally be issued using the original payment method.
For prepaid orders, refunds may be made through:
Credit card
Debit card
UPI
Net banking
Digital wallet
Original payment gateway
For Cash on Delivery orders, we may request bank account or UPI details to process the refund.
Once your refund has been approved and initiated, it may take approximately 5–10 business days for the amount to appear in your account.
The actual processing time may depend on your:
Bank
Card issuer
UPI provider
Payment gateway
Financial institution
OXUS is not responsible for delays caused solely by banks or payment service providers after a refund has been successfully initiated.
Original shipping charges may be non-refundable unless the return is caused by:
A damaged product
A defective product
An incorrect product
An error made by OXUS
If the return is approved for another reason, applicable return shipping costs may be deducted from the refund where permitted.
If your product arrives damaged or defective, contact us within 48 hours of delivery.
Please keep the product, packaging, invoice, and shipping label until the claim has been resolved.
After verification, we may provide:
A replacement
A refund
Another appropriate resolution
Do not dispose of a damaged product before receiving instructions from our support team.
If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.
Once verified, we may arrange collection or provide return instructions and send the correct product, subject to availability.
If an item is missing from your package, notify us within 48 hours of delivery.
We may request photographs of:
The received package
All products inside the package
The shipping label
The invoice
Once verified, we may arrange shipment of the missing product or issue an applicable refund.
You may request cancellation of an order before it has been processed or dispatched.
Once an order has been shipped, it may no longer be eligible for cancellation.
If a prepaid order is successfully cancelled before dispatch, a refund will be initiated to the original payment method.
If a Cash on Delivery order is repeatedly refused without a valid reason, OXUS may restrict Cash on Delivery availability for future orders associated with the same customer details.
Repeated failed or refused deliveries may also be subject to applicable shipping or handling restrictions.
Hair and scalp responses may vary between individuals.
We recommend reviewing the ingredient list and conducting a patch test where appropriate before using a new hair care product.
Returns or refunds are not automatically provided solely because a product did not deliver an expected cosmetic result or because of personal preference.
However, if you experience a serious adverse reaction, discontinue use and seek appropriate medical advice. You may also contact our customer support team with the relevant product and order details.
Free gifts, samples, promotional products, or complimentary items are generally not eligible for cash refunds.
If a free or promotional product arrives damaged, we may offer a replacement depending on availability.
If an entire qualifying order is returned, any promotional gift received with the order may also need to be returned.
If OXUS cancels an order after receiving payment due to reasons such as:
Product unavailability
Payment verification issue
Pricing error
Technical error
Delivery restriction
The amount paid for the cancelled item or order will be refunded using the applicable payment method.
OXUS reserves the right to reject return or refund requests where there is reasonable evidence of:
Fraud
False claims
Product tampering
Repeated misuse of the return policy
Submission of misleading information
Intentional product damage
Such decisions will be made based on available evidence and applicable law.
For return, replacement, cancellation, or refund requests, please contact:
OXUS
Email: priyanshugroupoxus@gmail.com
Phone: +918295198000
Business Address: New Saraswati Colony, Vill. Kheri Markanda, K.K.R , Haryana - 136131
Please include your order number when contacting us so we can assist you faster.