Refund & Exchange Policy

Oxi9 Essentials Private Limited

At Oxi9 Essentials Private Limited, we want you to be completely satisfied with every purchase and experience on our platform. This Refund & Exchange Policy applies to all orders placed through https://oxi9.in and the Oxi9 mobile applications (Android and iOS), as well as beauty services and appointments booked through our platform.

Please read this policy carefully before making a purchase or booking a service.

1. ELIGIBILITY FOR RETURNS

1.1 You may be eligible to return a product purchased through https://oxi9.in or the Oxi9 app if:

a) The product received is damaged or broken;

b) The product received is incorrect (different from what was ordered);

c) The product received has missing components or accessories;

d) The product received is expired or past its shelf life;

e) The product received has a genuine manufacturing defect.

1.2 To be eligible for a return, the following conditions must be met:

- A return request must be raised within 7 days of delivery of the product.

- The product must be in its original condition, unaltered, and in its original packaging.

- The original invoice or order confirmation must be available.

- Clear photographic proof of the issue must be submitted at the time of raising the return request.

1.3 Return requests raised after 7 days of delivery will not be accepted under normal circumstances, except in cases of expired or genuinely defective products where the defect could not have been detected at the time of delivery.

2. NON-RETURNABLE PRODUCTS

The following products are not eligible for return or exchange under any circumstances:

2.1 Opened or used cosmetic products: Any beauty product, cosmetic, makeup, skincare, or haircare product that has been opened, used, or tampered with.

2.2 Personal hygiene items: Products such as intimate care items, lip products, mascaras, eyeliners, and any product that comes into direct contact with skin or body fluids for hygiene and safety reasons.

2.3 Products not in original condition: Products that are missing original packaging, tags, seals, or accessories.

2.4 Products returned after 7 days of delivery: Returns requested beyond the eligible return window.

2.5 Digital products or software subscriptions: Access to salon management software, mobile app subscriptions, or any digital service once activated.

2.6 Gift cards and promotional vouchers: Once redeemed or issued.

2.7 Items marked as "Non-Returnable" on the product page at the time of purchase.

3. OPENED COSMETIC PRODUCTS

3.1 Due to health, safety, and hygiene standards, we are unable to accept returns of cosmetic and personal care products once they have been opened, used, or the seal has been broken.

3.2 This applies to all skincare, haircare, makeup, colour cosmetics, nail care, and personal grooming products.

3.3 If you receive an opened product that was supposed to be sealed, this qualifies as a defective/damaged product and is eligible for a return. Please photograph the product clearly and raise a return request within 48 hours of delivery.

3.4 We strongly recommend performing a patch test before using new skincare or cosmetic products. Allergic reactions or skin sensitivities do not qualify as a basis for return once the product has been opened and used.

4. DAMAGED PRODUCTS

4.1 If you receive a product that is physically damaged (broken packaging, shattered glass, leaking, or crushed), you are eligible for a return or replacement.

4.2 Please follow the steps below:

a) Do not use the damaged product.

b) Photograph the outer packaging and the damaged product clearly from multiple angles immediately upon discovery.

c) Raise a return request within 48 hours of delivery at care@oxi9.in or through the Oxi9 app (Orders > [Order] > Report Issue).

d) Include your order number, photos, and a brief description of the damage in your report.

4.3 Damage caused after delivery due to improper handling, storage, or use by the customer will not be covered under this policy.

5. WRONG PRODUCTS

5.1 If you receive a product that is different from what you ordered (wrong product, wrong shade, wrong size, or wrong variant), you are eligible for a return and replacement or full refund.

5.2 Please report the wrong product within 48 hours of delivery by:

- Contacting us at care@oxi9.in with your order number and photographs of the product received.

- Using the Oxi9 app: Orders > [Order] > Report Issue > Wrong Product.

5.3 We will arrange for pickup of the incorrect product and dispatch the correct product at no additional cost, subject to availability.

5.4 If the correct product is unavailable, a full refund will be issued to your original payment method.

6. MISSING PRODUCTS

6.1 If an item from your order is missing from the delivery package, please report it within 24 hours of delivery.

6.2 To report a missing item:

- Contact us at care@oxi9.in with your order number and a photograph of the delivery package and its contents (including the packing slip inside).

- Call us at +91-7490009496 during Customer Care hours.

6.3 We will investigate the matter internally. If the missing item is confirmed, we will arrange for dispatch of the missing item or provide a refund for the value of the missing item.

6.4 Please note that delay in reporting missing items beyond 24 hours may affect our ability to investigate and resolve the matter.

7. EXPIRED PRODUCTS

7.1 Oxi9 Essentials Private Limited takes product quality seriously and ensures that all products dispatched have a minimum shelf life of 6 months from the date of delivery.

7.2 If you receive a product that is expired or has a shelf life of less than 3 months from the delivery date, you are entitled to a full return and refund.

7.3 Please photograph the expiry date clearly on the product and report it within 7 days of delivery.

7.4 We do not accept claims for products that expire during the course of normal use after delivery.

8. BEAUTY SERVICE CANCELLATION

8.1 Oxi9 connects users with independent beauty professionals and salon partners. The following cancellation terms apply to beauty services booked through our platform.

8.2 Cancellation by Customer:

- Cancellations made more than 24 hours before the scheduled service appointment: Full refund of any advance payment made.

- Cancellations made between 12 to 24 hours before the service: 50% of the advance payment may be retained as a cancellation fee.

- Cancellations made less than 12 hours before the service or no-show: The full advance payment may be forfeited.

8.3 Cancellation by Service Provider:

- If the Service Provider cancels the appointment, you will receive a full refund of any advance payment within 5-7 business days.

- Oxi9 will attempt to rebook you with an alternate Service Provider at your convenience.

8.4 Service Provider-specific cancellation terms may apply. Please review the Service Provider's profile and cancellation policy before booking.

9. APPOINTMENT CANCELLATION

9.1 Appointments booked through https://oxi9.in or the Oxi9 mobile applications may be cancelled or rescheduled as follows:

9.2 Cancellation/Rescheduling More Than 24 Hours in Advance:

- Free cancellation or rescheduling with full refund of any advance payment.

- Rescheduling is subject to Service Provider availability.

9.3 Cancellation/Rescheduling Within 24 Hours:

- A cancellation or rescheduling fee may be charged, as notified at the time of booking.

- The specific cancellation fee will depend on the Service Provider's policy.

9.4 No-Show:

- Failure to appear for a confirmed appointment without prior cancellation will result in forfeiture of any advance payment. Repeated no-shows may result in temporary suspension of booking privileges on the platform.

9.5 How to Cancel an Appointment:

- In the Oxi9 app: Go to Appointments > [Appointment] > Cancel or Reschedule.

- By contacting us at care@oxi9.in or calling +91-7490009496.

10. REFUND ELIGIBILITY

10.1 A refund will be issued in the following situations:

a) A return request has been approved following our Return Approval Process (Section 14);

b) An appointment or beauty service has been cancelled in accordance with Section 8 or 9;

c) An order placed by you is cancelled before dispatch due to unavailability or pricing error;

d) Oxi9 cancels your order for any reason including stock unavailability or payment verification failure;

e) A prepaid order was cancelled after payment was collected.

10.2 Refunds will not be issued for:

- Returns of opened, used, or hygiene-sensitive products;

- Claims made after the eligible return window has closed;

- Products damaged after delivery due to customer handling;

- Digital products or software services already activated.

11. REPLACEMENT POLICY

11.1 Where a return is approved for a damaged, defective, wrong, or missing product, Oxi9 will offer a replacement of the same product as the primary resolution, subject to availability.

11.2 Replacement Process:

a) Return request is approved after photo verification.

b) Pickup of the original product is arranged (where applicable).

c) Replacement product is dispatched within 3-5 business days of pickup confirmation.

d) Replacement is dispatched to the same delivery address as the original order.

11.3 If a replacement is not possible due to stock unavailability, a full refund will be issued to your original payment method.

11.4 Only one replacement per order per item will be permitted.

12. REFUND TIMELINE

12.1 Once a refund is approved, it will be processed within the following timelines:

- Refund Approval Notification: Within 48-72 hours of receiving and verifying the returned product or confirming the issue.

- Refund Initiation: Within 2-3 business days of approval.

- Credit to Your Account: Timelines vary by payment method (see Section 13).

12.2 Business days are Monday to Saturday, excluding public holidays. Please note that processing times at your bank or payment provider are beyond our control.

13. REFUND BY PAYMENT METHOD

13.1 Cash on Delivery (COD) Refunds:

- Refunds for COD orders cannot be returned as cash.

- The refund amount will be credited to your Oxi9 account as store credit, which can be used for future purchases, within 3-5 business days of refund approval.

- Alternatively, you may request the refund to be transferred to your bank account via NEFT/IMPS by providing your bank account details to care@oxi9.in.

- Bank transfer refunds for COD orders will be processed within 7-10 business days.

13.2 UPI Refunds:

- Refunds for payments made via UPI (Google Pay, PhonePe, Paytm, BHIM UPI, etc.) will be credited to the same UPI-linked bank account.

- Estimated timeline: 3-5 business days after refund initiation.

13.3 Credit Card / Debit Card Refunds:

- Refunds for payments made via credit or debit card will be credited to the same card used for the transaction.

- Estimated timeline: 5-7 business days after refund initiation, subject to your card issuing bank's processing time.

- In some cases, the refund may appear on your next monthly card statement.

13.4 Net Banking Refunds:

- Refunds for payments made via net banking will be credited to the same bank account used for the transaction.

- Estimated timeline: 5-7 business days after refund initiation.

13.5 Wallet Refunds (If Applicable):

- If payment is made via a third-party digital wallet (such as Paytm Wallet, Amazon Pay, or similar) and such a payment mode is introduced on the platform, refunds will be credited to the same wallet.

- Estimated timeline: 3-5 business days after refund initiation.

13.6 Oxi9 Store Credit / Loyalty Points:

- In certain cases (e.g., COD refunds or promotional adjustments), refunds may be issued as Oxi9 store credit or loyalty points at the customer's discretion.

- Store credit is non-transferable and cannot be converted to cash.

14. RETURN APPROVAL PROCESS

14.1 To initiate a return, follow these steps:

Step 1: Raise a Return Request

- In-app: Go to Orders > [Your Order] > Report Issue > Return Request.

- By email: Send a return request to care@oxi9.in with subject line "Return Request - [Order Number]".

- By phone: Call +91-7490009496 during Customer Care hours.

Step 2: Provide Required Information

- Order number and date of purchase.

- Product name, quantity, and reason for return.

- Photo proof as described in Section 15 below.

Step 3: Review and Approval

- Our Customer Care team will review your request within 48 hours.

- You will be notified of the approval or rejection of your return request via email or in-app notification.

Step 4: Product Pickup or Drop-off

- If approved, we will arrange for a pickup from your delivery address, or provide instructions for dropping off the product at a designated location.

- Do not send the product back without receiving written approval from our team.

Step 5: Inspection and Resolution

- Upon receipt and inspection of the returned product, we will initiate a replacement or refund within the timelines specified in Sections 11 and 12.

14.2 Returns sent without prior approval or without completing the above process will not be accepted and will be returned to the sender.

15. PHOTO PROOF REQUIREMENTS

15.1 Submitting clear photographic evidence is mandatory for all return and damage claims. This helps us process your request quickly and accurately.

15.2 Required photographs:

a) Outer packaging: Clear photo of the shipping box or courier bag, including the shipping label.

b) Product condition: Clear photos of the product showing the issue (damage, defect, wrong item, expired date, etc.).

c) Product seal: Photo showing whether the product seal is intact or broken.

d) Expiry date: Close-up photo of the manufacturing and expiry date printed on the product.

e) Invoice: Photo or scan of the physical invoice included in the package (if applicable).

15.3 Photos must be submitted within 48 hours of delivery for damage, wrong product, and missing item claims, and within 7 days for other eligible return claims.

15.4 Poor quality, unclear, or insufficient photographs may delay the processing of your return request.

16. CUSTOMER SUPPORT

16.1 Our Customer Care team is available to assist you with any queries, return requests, or refund-related concerns.

Company Name: Oxi9 Essentials Private Limited

Website: https://oxi9.in

Email: care@oxi9.in

Phone: +91-7490009496

WhatsApp: +91-7490009496 (Business Hours)

Customer Care Hours: Monday to Saturday, 9:00 AM to 6:00 PM (IST)

16.2 Please keep your order number, product details, and photographs ready when contacting us to ensure a faster resolution.

16.3 Grievance Officer: For unresolved issues, you may escalate to our Grievance Officer by emailing care@oxi9.in with the subject line "Grievance - [Order Number]". We will acknowledge your grievance within 72 hours and aim to resolve it within 30 days.

17. DISPUTE RESOLUTION

17.1 In the event of any dispute arising from a purchase, return, or refund request, we encourage you to first reach out to our Customer Care team as described in Section 16.

17.2 If the matter remains unresolved after 30 days of raising a complaint, the dispute may be escalated to the appropriate consumer forum under the Consumer Protection Act, 2019.

17.3 For online purchases, customers may also file complaints through the National Consumer Helpline at https://consumerhelpline.gov.in.

17.4 Any legal disputes shall be subject to the exclusive jurisdiction of competent courts located in New Delhi, India, and shall be governed by the laws of India.

GENERAL NOTES

- This policy is subject to change at any time. The latest version will always be available at https://oxi9.in.

- Oxi9 reserves the right to reject return or refund requests that do not comply with this policy.

- Oxi9 reserves the right to cancel or modify any order at its sole discretion, including in cases of suspected fraud, pricing errors, or stock unavailability.

- All refunds are subject to verification and may take additional time if the transaction requires further investigation.

(c) 2026 Oxi9 Essentials Private Limited. All rights reserved.

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