Returns

Returns & Refunds

At OX, we are committed to creating luggage that is built to travel with confidence. If, for any reason, your purchase does not meet your expectations, we are here to make the returns process as simple and straightforward as possible.

14-Day Returns

You may return your order within 14 days of receiving it, provided the item meets the conditions outlined below.

Return Eligibility

To qualify for a return, your luggage must:

Be unused and in its original condition.
Be returned in its original packaging with all accessories and documentation.
Show no signs of use, scratches, damage, or travel.
Include any protective wrapping where applicable.

Returns that do not meet these conditions may not be eligible for a refund.

Starting a Return

To begin a return, please contact our Customer Support team and include:

Your order number
The reason for your return
Photos (if the item is damaged or faulty)

Once your request has been approved, we will provide detailed return instructions.

Return Shipping

Unless your item is faulty or we have sent you the wrong product, return shipping costs are the responsibility of the customer.

For your peace of mind, we recommend using a tracked and insured delivery service, as OX cannot accept responsibility for items lost or damaged during return transit.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method. Depending on your bank or payment provider, it may take 5–10 business days for the funds to appear in your account.

Original shipping charges are non-refundable unless the return is the result of our error or a confirmed product fault.

Exchanges

If you would like a different colour or size, we're happy to help, subject to availability.

If your preferred item is unavailable, a refund will be processed once your original item has been returned and approved.

Damaged or Faulty Items

Every OX suitcase undergoes quality inspections before leaving our warehouse. If your order arrives damaged or develops a manufacturing fault, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

Your order number
A brief description of the issue
Clear photographs showing the fault or damage

Our team will assess your claim promptly and arrange an appropriate solution, which may include a replacement, repair, replacement parts, or a full refund where applicable.