This Policy relates to purchases on OxfordAcupuncture.com. If you are looking for the terms related to acupuncture bookings please look here: https://oxfordacupuncture.com/terms-conditions-policies/
Returns and Refunds
Unfortunately, we cannot offer direct exchanges. To exchange an item from your recent order, return it for a refund and place a new order online.
Returned items must be unopened, unused, and in the same perfect and new condition as was received. You cannot return a product you have opened and tested. Due to the nature of our products, we cannot accept items once opened, even if you have tried to reseal them. As long as you have not opened the item you can return it.
Our returns policy is strictly 14 days from the day you receive the package. You must tell us you want to return the item within 14 days of receiving the parcel. You then have an additional 14 days to get the parcel to us after receiving your Return Code and the return address.
In total you have only 28 days from receiving the parcel, to us receiving the parcel back in our facility.
How to return an item
To return an item you need to receive a Return Code and the Return Address to be eligible for a return. Items returned without a Returns Code or to the wrong address cannot be accepted or processed, and you will not receive a refund.
Returns must be done via courier or the Post Office. Don’t return items to the clinic address. Don’t return items to the producer. In-person returns cannot be processed and will be refused.
Return an item
We offer a completely paperless returns process to reduce the amount of paper used. You won’t receive paperwork inside your order.
Once you have registered your return you will receive a Returns Code with information regarding your return.
We do not cover the costs of returning products, you will need to cover all return postage. However, you will receive a refund for the actual product if it arrives unopened and in perfect, new condition. The cost of returning the item depends on which courier you use.
Returns must be done via courier or the Post Office. Please use a postage or courier service that offers guaranteed delivery. We cannot process refunds for packages we do not receive. If there is a dispute, you will need to provide proof that we physically received the package at the correct address. Any products that arrive damaged will not be refunded. If you insure the package against loss or damage the cost will be covered by the courier – assuming they have lost or damaged it. We cannot refund products damaged in transit through poor packaging.
Your courier or the Post Office should provide tracking when you pay for your postage. We won’t be able to refund any products we don’t receive, so please retain the tracking number in case the package doesn’t arrive.
To receive a refund:
1. Email us to receive a Return Code and the Return Address. The return address IS NOT the clinic address.
2. Pack your item securely and well
3. Put the returns code on the outside of the package
4. Post it to the returns address at the Post Office or through a courier.
5. Retain your tracking number.
Checklist: My item is:
- Unopened, Unused, In the same condition that I received it
- Securely packed in the original packaging
- The returns code is on the outside of the package
- The correct returns address is on the package
- The package is posted or couriered with tracking and insurance.
Once delivered to our facility, your return will be inspected and we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We do our best to process returned items within 14 business days. During sales and holiday periods, this time frame may increase. Please note that this does not include transit time to our facilities. We only refund the items, we don’t refund postage or courier costs.
Please note it can take banks an additional number of days to process the refund.
Contact us at email @ oxfordacupuncture.com for questions related to refunds and returns.