The short version
OXIVUE does not offer refunds. There is one exception: an order that arrives damaged in transit, which we replace or refund. A fault that appears after delivery is a warranty case — we repair or replace the frame, we do not refund it. Change of mind, fit, and features not matching what you hoped for are not refundable reasons. You confirm that you have read this at checkout, before you pay.
Damaged in transit — replacement or refund
If the frame or its case arrives damaged, email orders@oxivue.com within 7 days of the delivery scanwith your order number and photos of the item and the packaging. Once we confirm transit damage we send a replacement or refund the purchase to the original payment method — tell us which you prefer. You do not pay to send anything back unless we ask for the damaged unit, and in that case we cover the postage.
Faulty after delivery — 2-year warranty
If a component stops working within 24 months of purchase — a hinge, a speaker, the camera, the battery, the AI module — that is covered by the warranty. Email us with your order number and a photo or short video of the problem; a real person replies within one business day, and if we confirm the fault we repair or replace the frame free of charge. Warranty remedies are repair or replacement; they are not refunds. Postage for warranty claims is set out on the warranty page. Accidental damage — drops, spills, water beyond the rated spec — is not covered but is eligible for a discounted out-of-warranty repair.
What we do not refund
We would rather say this plainly here than let you find out later. Everything you need in order to decide is on the product page and on /compare: weight, materials, battery, camera, languages, what the frame does and what it does not do. If something you need to know is missing, email us before you order and we will answer it.
- Change of mind, or the frame not suiting your face or style.
- Features or performance not matching your expectations — including translation accuracy, app behaviour, compatibility with your phone, battery life within the published figures, and how open-ear audio sounds.
- Damage caused after delivery — drops, scratches, water exposure beyond the rated spec, missing parts.
- Custom-engraved frames (currently Founder-tier only).
- Unconditional or no-questions-asked returns. We do not offer them.
Prices exclude import taxes and duties. Outside the United States those are charged by your customs authority before delivery and are not refunded by OXIVUE.
Exchanges
Want to swap lens types (photo ⇄ sun ⇄ clear) or trims (gold ⇄ silver)? Email us within 30 days of delivery. The frame must be unworn and in original, resellable condition with the box. We cover the outbound postage on the replacement; you arrange and pay the postage to send the original back.
Warranty — 2 Years
Every OXIVUE frame is covered by a 2-year international warranty against manufacturing defects. If a hinge fails, a speaker dies, or the AI module misbehaves within 24 months of purchase, we repair or replace it — free of charge. Accidental damage (drops, spills) is not covered but is eligible for a discounted out-of-warranty repair.
Your statutory rights
Nothing on this page removes rights the law gives you where you live. Consumer law in some countries — including the EU, the UK, Colombia and Mexico — grants a right to cancel a distance purchase within a set period regardless of the reason, and a legal guarantee that goods match their description. Where that applies to you it applies on top of this policy, and return postage in that case is arranged and paid by you.