Refund Policy

Refunds

When you return a product, your OX Promo refund method and amount may differ. Your refund and how your refund is issued may vary based on the condition of the product, how the product was purchased, and how long you have had the product.

Refund timelines

After we receive and process your return, you will receive a refund according to our return policy. Refunds can take as long as 30 days, this depends on:

Order type
Processing time
Return shipping speed
Refund payment method.

Refund types

Types of refunds are:

Advanced: We issue advanced refunds at the moment a carrier first scans your return, rather than when we receive and process it.
Declined: If we can’t utilize your original payment method (e.g. an expired card), refunds will go to your OX Promo account balance.
Gift: As soon as we have processed a gift return, we will issue a refund to the individual who returned the gift.
Partial: We mitigate refunds for returns that are used, damaged, or missing parts.

Possible charges following a replacement order or refund

To avoid charges after receiving a replacement order or advanced refund:

Return products by the date displayed in your return confirmation email.
Utilize the correct return label.
Leave your returns at approved locations.
Return products in their original conditions only.

If you do not return the product in time:

1. We will issue a reminder.

2. If we do not receive the return, we will notify you and charge your account for the advance replacement or refund.

3. Once we process and receive your return, any charges will be reversed.

Refund processing times

Your bank will probably need additional time to process a refund. The refund timeline for different refund payments are set out below:

Refund Method Refund Processing

Time

Credit card 3-5 business days

Debit card Up to 10 business days

EBT card

Checking account

Cash (at a participating location)

Pre-paid credit card Up to 30 days

(depending on the

issuer of the card)

Your card is stored on your

account for future utilization,

as well as if you do not have

the physical pre-paid credit

card.

Partial refunds

All returns are inspected against the expected product and the refund amount is decreased for signs of:

Customer use.
Missing pieces, accessories or manuals.
Damage.

For currency-converted orders, we will refund in your local currency at the original exchange rate.

The specific types of return fees are:

Fee Description Amount

Return Issued in the Differ by

Shipping Fee instance where product

you select a and the

return shipping shipping

method that is method.

not free.

Late Fee Issued if your product 35% of

is not left or picked the item

up by a carrier on or price.

before the return

deadline.

Damage Fee Issued if you return 50% of

a product that is: the item

price.

1: Damaged.

2: Not in the

original

condition.

3: Missing pieces/

parts.

4: Product showing signs

of use for reasons that

are not due to an

OX Promo or other

seller error.

Replace a defective, Damaged, or Broken Item

Visit Your Orders and we will notify you about regarding your options which are defective, broken or damaged items.

You may replace products appropriate for replacement through Your Orders. If you received the product as a gift or it does not have a replacement option, you will need to return the original product and place a new order. To return a product, visit Return products You Ordered. To return a gift product, visit Gift Returns.

To replace an item:

1: Go to Your Orders and select Return or replace products beside the product

you want to replace.

2: Select the product that you want to replace and select a reason for return.

3: Thereafter follow the instructions that are given onscreen.

In order for us to properly assist you, we might ask you to share pictures of your product to enable us to review the issue with the product. For a damaged product, make sure that the damage is clearly displayed in the picture. For additional details, go to Add Photos for Product Returns.

Once all of this has been completed a replacement order, with the precise shipping speed as the original product, will be created. You will need to return the original product by the ‘Return By Date’ provided to you at the time of return creation to evade being charged for keeping both the replacement and original products.

The replacement order will only be shipped after the original product return is shipped back to OX Promo. We advise you to ship back the original product(s) as soon as you request a replacement.

Check Your Refund Status

You can view your refund status in Your orders or Your Transactions. Find your refund status.

To quickly and efficiently view your refund status:

1: Go to Your Orders page.

2: Find the order with the product you returned.

3: Select View Return/Refund Status next to the returned item.

You can also check the status of your refund by selecting Return/Refund Status in your return confirmation email.

Refund timelines

Allow a maximum of 31 days (1 month) to receive your refund, as refund and return timelines can vary due to:

Order type
Processing time
Return shipping speed
Refund payment method.

Find your refund payment.

Refunds go specifically to the refund method that you select in the Online Returns Center. Refund details are always viewable once issued. Once we have issued a refund, we will email you with a detailed refund summary. You will locate all transactions and refunds in Your Transactions.

Find a gift return refund.

As soon as we have processed a gift return, we will issue a refund to the individual who returned the gift:

Gift recipient returns: the refund will go straight to the gift card balance of the OX Promo account used to create the return request.

Gift purchaser returns: the refund goes directly to the refund method that you selected in the Online Returns Center.

Add Photos for Product Returns

We may ask you to share photos of a defective, damaged or broken product to review the issue.

To refund or replace a product, we will ask you for photos to assist us in reviewing the issue. Ensure that the defect is clearly displayed in the picture.

Pictures you share will only be utilized to solve your immediate issue and to enhance the experience of our customers. Please make sure that you do not share any personal pictures.

Image Requirements

Images should meet the criteria stipulated below:

The file format of the picture/image must be .jpg, .png, or .jpeg.
The total size of all attached pictures/images cannot exceed 25 MB.
PDFs will not be accepted.
Ensure that the pictures/images are clearly displayed.
You may add a maximum of 4 images.