Refund policy

Effective date: June 2, 2026

1. Overview

OX3 wants you to be satisfied with what you order. If you receive a shipment that is short, damaged, defective, or contains the wrong product, contact us within thirty (30) days of receipt and we will work with you to make it right. This Refund Policy describes our return, refund, and replacement process.

2. Claim window

All claims for shortages, damage, or inaccurate fulfillment must be received by OX3 within thirty (30) calendar days after Buyer's receipt of goods. Claims received after the 30-day window may be denied at OX3's discretion.

3. Return Material Authorization (RMA)

Every return must have a written Return Material Authorization (RMA) number issued in advance by OX3. To request an RMA:

1.   Email Sales@ox3.com or call (978) 772-2600 with your order number, the items you wish to return, and the reason for return.

2.   OX3 will respond within two (2) business days with an RMA number, return instructions, and a return shipping address.

3.   Mark the RMA number clearly on the outside of every box. Returns without an RMA number may be refused at our dock.

4. Return conditions

To qualify for a refund or credit, returned goods must:

●        Be in unused, resalable condition.

●        Be in original packaging with all labels, inserts, and accessories.

●        Be at the current product revision level.

●        Be received by OX3 within fifteen (15) calendar days of RMA issuance.

5. Restocking fee

OX3 may charge a restocking fee of up to fifteen percent (15%) on returns that are not the result of an OX3 error (for example, ordering errors by Buyer, change of mind, or no-longer-needed items). The restocking fee will be disclosed at the time the RMA is issued. No restocking fee applies if the return is due to a shipping error or defect on OX3's part.

6. Non-returnable items

The following are non-returnable except in the case of confirmed manufacturing defects:

●        Custom-manufactured products, cut-to-length materials, and made-to-order trays, reels, or carrier tape.

●        Products that have been opened from sterile or anti-static packaging.

●        Products supplied against a Buyer-specified specification that have already shipped.

●        Products discontinued or end-of-life unless agreed otherwise in writing.

7. Damaged or defective goods

If your shipment arrives damaged or you discover a manufacturing defect, contact us within 30 days. Keep all packaging materials and photograph any visible damage as evidence. OX3 will, at its option, repair the product, send a replacement at no charge (including return shipping), or issue a full refund. OX3 covers return shipping costs when the issue is OX3's responsibility.

8. Refund processing

Once OX3 receives and inspects the returned goods (typically within three (3) business days of receipt at our Devens, MA facility), we will email Buyer to confirm receipt and approval status. Approved refunds are processed within five (5) to ten (10) business days to the original payment method or, for Net-30 customers, as a credit applied to the next invoice.

9. International returns

International customers are responsible for return shipping costs, customs duties, and any related fees, except where the return is due to an OX3 error or confirmed defect. Mark the package clearly as "Returned Goods" to avoid duplicate duty assessment.

10. Cancellations

Orders may be cancelled prior to shipment subject to the cancellation terms in our Terms of Service. Custom-manufactured items may not be cancellable once production has begun.

11. Questions

Email Sales@ox3.com or call (978) 772-2600 (Mon–Fri, 8:30 AM–5:00 PM ET).