Returns & Refunds Policy

1. Your Right to Return

We want you to be completely satisfied with your purchase. If you're not happy with your OXIA washing powder for any reason, you have the right to return it within 14 days of receiving your order.

This policy is in accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Returns Conditions

To be eligible for a return and refund, your item must meet the following conditions:

• Unused and unopened: The product must be in its original, unopened packaging. For hygiene and safety reasons, we cannot accept returns of opened or used washing powder.
• Original condition: The product must be in the same condition as when you received it, with all original packaging and labels intact.
• Within 14 days: You must notify us of your intention to return within 14 days of receiving your order.

3. How to Request a Return

To initiate a return, please follow these steps:

1. Email us at info@oxiawash.co.uk with your order number and reason for return.
2. We will respond within 2 working days with return instructions and our returns address.
3. Pack the item securely in its original packaging.
4. Send the item back to us at the address provided.

4. Return Shipping Costs

You are responsible for paying the return shipping costs. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

Return shipping costs are non-refundable unless the return is due to our error (e.g., wrong item sent, damaged item).

5. Refunds

5.1 Processing Time

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5 working days.

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your bank or card issuer, it may take an additional 3-5 working days for the refund to appear in your account.

5.3 What's Refunded

We will refund:

• The full purchase price of the product(s)
• Original delivery charges (if the entire order is returned)

We will NOT refund:

• Return shipping costs (unless the return is due to our error)
• Any discount codes or promotional credits used on the original order

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at info@oxiawash.co.uk with:

• Your order number
• Photos of the damaged item or incorrect product
• A description of the issue

We will arrange for a replacement to be sent at no additional cost, or issue a full refund including return shipping costs.

7. Free Samples

Free sample products cannot be returned for a refund. However, if you experience any issues with a free sample, please let us know at info@oxiawash.co.uk so we can improve our service.

8. Non-Returnable Items

The following items cannot be returned:

• Opened or used washing powder (for hygiene and safety reasons)
• Items returned more than 14 days after receipt
• Items not in their original packaging
• Items damaged due to misuse or negligence

9. Exchanges

We do not currently offer direct exchanges. If you would like a different product or size, please return your original item for a refund and place a new order.

10. Contact Us

If you have any questions about our returns and refunds policy, please contact us:

11. Your Consumer Rights

This returns policy does not affect your statutory rights under UK consumer law. For more information about your consumer rights, visit the Citizens Advice website at www.citizensadvice.org.uk