01. Quick Summary
Returns are accepted within 30 days of delivery, provided the tub is sealed and unopened. Once opened, EU food-safety law prevents us from accepting supplements back. Damaged or incorrect items shipped by us are always our responsibility and we will replace them at no cost.
02. Right of Withdrawal
Under EU Directive 2011/83/EU on Consumer Rights, you have a 14-day right of withdrawal from the day you receive your order. This applies to most consumer purchases made online.
We voluntarily extend this period to 30 days for OXYNSUPPS customers to give you more time to decide.
03. The Sealed-Only Rule
EU Directive 2011/83/EU, Article 16(e), explicitly excludes the right of withdrawal for "sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery."
This means: once a tub of OXYNSUPPS is opened, we cannot legally accept it back. This is standard practice across the entire supplement industry in the EU — it has nothing to do with our policy and everything to do with hygiene law.
What counts as "sealed": the inner foil/safety seal under the cap must be intact. If the outer cap has been removed but the foil seal is untouched, the tub is still considered sealed and is returnable.
Eligible for return
- Sealed, unopened tubs within 30 days of delivery
- Damaged or defective items (any time within 14 days of delivery)
- Wrong items shipped due to our error
Not eligible for return
- Opened tubs (foil seal broken)
- Tubs returned more than 30 days after delivery
- Items damaged by customer misuse
- Gift cards and digital products
04. How to Start a Return
- Email us at hello@oxynsupps.com within 30 days of delivery. Include your order number and a photo clearly showing the foil seal is still intact.
- Wait for our reply — typically within 24 hours. We'll send you return instructions, including the return address and any reference number you need to write on the package.
- Ship the product back in its original packaging if possible. Use a tracked shipping method — packages lost in transit without tracking are the customer's responsibility.
- We process your refund within 2–3 business days of receiving and verifying the product.
05. Refund Timeline
Once we receive the returned product and confirm it qualifies, we process the refund to your original payment method within 2–3 business days.
How long the refund takes to display on your statement depends on your bank:
- Card payments: 5–10 business days
- PayPal: 1–2 business days
- Apple Pay / Google Pay: Same as the underlying card
- Bank transfer (SEPA): 3–5 business days
You'll receive an email confirmation the moment we process the refund. If 10 business days have passed and you still don't see it, contact your bank first, then us.
06. Damaged or Wrong Items
If your order arrives damaged, leaking, or with the wrong item inside, email us within 48 hours of delivery with:
- Your order number
- Clear photos of the damaged packaging
- Clear photos of the damaged or wrong product
We'll send a replacement at no cost. You do not need to return the damaged item — we'll either ask you to dispose of it or, in some cases, schedule a pickup. Either way, you don't pay.
07. Return Shipping Costs
The original shipping fee (if any) is not refunded on change-of-mind returns.
08. Contact
Email: hello@oxynsupps.com
Response time: Within 24 hours.
Include your order number in your first email. It speeds up resolution significantly.