Our Promise to You
Here at Oxyhealth we have one primary aim: to offer you the goods you want, at the best possible price, with great customer service. We are a small enough company to be able to monitor every order from the moment we receive it to the moment it reaches you, but we are also large enough to negotiate the best prices around and pass them onto our customers. If you have any suggestions or comments please email us at [email protected]
Making A Purchase
Making a purchase couldn't be easier. Just browse our store and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on "Checkout" and you will be asked for the few details that we need to be able to satisfy the order.
We try to ensure that all items on the website are in stock although inevitably sometimes we do run out of stock of some items. When we sell out of a product we will either remove it from the website or mark it on the website as "out of stock".
If in the exceptional circumstance that we take your order for an item, but run out of stock prior to your order being dispatched, we will backorder for you. We will endeavor to email you with the option to cancel your order if you would rather not wait.
We trade in sterling (GBP). Any figures shown on the website in other currencies are for guidance only. Check with your card issuer for their rates and fees for international transactions.
Cards keyed online are automatically debited at the time of purchase.
Purchase Online via the Website
We accept Visa, MasterCard, Amex, and Paypal. We currently offer credit and debit card services by Paypal, a world leader in payment providers, giving you the peace of mind to shop securely. All these payment gateways offer a secure method of payment, and each has their own secure webpage when entering your card details. You can verify this by ensuring the page you are on is preceded with https://.
Shipping and Handling
Postage and Packaging for delivery are charged at as near to the actual cost for ourselves as possible. We do not aim to profiteer from postage and try to keep these costs to a minimum. The website knows the weight of your order and the shipping destination. Please choose a shipping option appropriate to your order.
All packages sent from Oxyhealth are sent via a 'Tracked' service. This is for insurance purposes for both ourselves and our customers.
We use Royal Mail recorded delivery service for orders in the UK , in order to get the best combination of service and value for money for our customers. International orders are shipped via Royal Mail International Signed For Service.
The prices for Postage and Packaging are as follows:-
Royal Mail Tracked 24/48
You have a choice of selecting Tracked 24 (1 to 2 day service) or Tracked 48 (2-3 day service). These service times should be used as a guide only, and may take longer for remote areas of the UK.
Our UK courier service is dependant on your location. For mainland UK (or what Parcelforce class as Zone 1) the delivery is a next working day service, providing that the order is placed with us before 2pm. If you place your order on Friday, it will not be delivered until Monday.
For UK Isles, Scottish Highlands and Northern Ireland, the delivery is longer than 1 day, and the service estimated timeframe will be shown when you select your delivery option.
Please ensure that the products you purchase from us are allowed for import into your country. We will not be held responsible for items that are refused or confiscated by customs officers in your country. Any items that are refused entry into your country and returned to us, or any items that are returned to us due to you refusing to pay clearance and customs charges, will incurr a fee. (see below)
We use Royal Mail International Signed For Service for smaller packages , and Parcelforce courier service for larger orders. Parcelforce will deliver to your country, and may then pass this onto your local postal service for the final local delivery, be that GLS, Laposte etc. You will be responsible for redelivery or restocking fees if the product is returned to us and is either no longer required or needs to be re-delivered. Please be aware that we are charged for any returned International post, and this can be more expensive than the original postage costs to send the item. This charge will be passed onto you if you have failed to collect, failed to arrange a re-delivery, refused the item, or have entered and incorrect undeliverable address. A restocking fee of 15% will be deducted from your refund for any returns that are received by us that are due to either non-collection or incorrect addresses. Your original postage will also not be refunded.
We offer a 'Next Day' Special Delivery service for customers who wish to guarantee their delivery to be delivered before 1 pm the next working day. Your order must have been placed in our store before 1 pm to guarantee a 'next day' service. This is a service offered by Royal Mail, and working days are Monday to Friday, not including Saturdays, Sundays, and Bank or Public Holidays. We will refund your money for postage if Royal Mail is unable to deliver before 1 pm the next working day. This guarantee does not apply if Royal Mail is unable to find someone to sign for the delivery, and have to leave a "We're holding an item of mail for you" card. These are the terms stipulated by Royal Mail, and the conditions by which we offer this service.
Your order will normally be dispatched the same day if we receive it before 2pm UK time Monday to Friday with the exception of English public holidays. Rarely, if we are awaiting stock due to customs clearance etc your goods may be delayed for longer than this period. This only happens in exceptionally busy times and is not the normal procedure, but please allow up to 5 working days for delivery. We will try to dispatch orders received after 2pm on the same day, but if that is not possible, they will be dispatched the next working day.
All goods that require a signature for proof of postage will need to be signed for on delivery, and it is the responsibility of the recipient to ensure that the goods are signed for, or collected from a local sorting office or post office (in the case that you were unavailable to sign at the time of delivery ). Your local sorting office or post office will only keep these goods for a certain amount of time before returning them to us. If the goods are returned and are still required, then a delivery charge equal to the original will be required before we will attempt to re-deliver the item/s. We reserve the right to change or amend your chosen delivery service without notice to yourself if the service you have elected to use is unavailable, restricted by your location, or the goods in transit are insufficiently covered by the carriers compensation scheme if loss or damage occurs. Any changes made to your service will be of an equal or improved service type.
Customers in the Highlands of Scotland may find that their deliveries take one extra working day to arrive. Note that cross-border shipments are subject to opening and inspection by customs authorities.
International orders will take 48hrs to reach the country of origin. Unfortunately , your package is then at the mercy of your own postal service , and the speed of your delivery will be determined by the quality of service your country offer.
Tracking Your Order
We send numerous parcels out to customers per day. It is not possible for us to track your parcel for you, and update you if the delivery has failed for some reason or other.
You will be provided with the tracking number when the goods are despatched, and it is your responsibility to follow up on the progress of your order until a successful delivery is made. Your despatch email will detail how to do this. For Royal Mail deliveries the tracking portal is at https://www.royalmail.com/track-your-item.
Further detail of how to arrange re-delivery or collect your goods will be shown on the website. For International orders, there will be a link on this page where you can continue to track your item on Royal Mails partner website appropriate to the service provider for your country
Cancelling or Returning an Order
Under the EC Distance Selling Directive, you have the right to cancel the contract for your purchase within 14 working days of delivery.
Please see our returns policy here
Lost or Missing Goods
If your goods have not arrived within 7 days of the delivery confirmation email (for International orders, please allow up to 28 days), please email or telephone to let us know.
We will require a confirmation email from yourselves regarding the lost items before we can enter into the refund or replacement procedure. You must contact us within 28 days for UK orders and 35 days for International orders in order to claim for any lost items. Any claim made after this time will not be entered into and the responsibility for any lost item will become your own.
Royal Mail stipulate that goods are only deemed lost if they are missing for more than 15 days, but we do not expect our customers to have to wait this long before we ship replacement items (unfortunately International customers will have to wait the full 28 days) After receiving your confirmation email , we will refund or resend the missing item/s.
This package will have 'replacement' written on the package so you are aware that this is not the original lost item that has arrived late. If any other missing package arrives from Oxyshop before or after the replacement item has been confirmed as being sent, please DO NOT SIGN FOR THE PACKAGE. This item will then be redirected back to ourselves without you or ourselves incurring any further postage costs. Please be aware that if you do sign for the goods, you will be responsible for either purchasing the goods or return postage. Please ensure that if Royal Mail write to you in respect of any claim that we make, that you reply confirming that our claim is genuine. Please DO NOT simply ignore their letter, as this is the only way we can claim for lost post, and ensures that any future delays or missing orders for other customers can be dealt with promptly.
Any claim for missing goods after delivery must be made within 24hrs of receipt of the package being successfully delivered or signed for. Any claim made after this time will not be entered into.
In the unfortunate event that your goods arrive damaged, please record this with the courier/postman on delivery, if possible. Please contact us at [email protected] within 24hrs of delivery. Please include with your email a photo (the more photos, the better) of the damaged item/s so that we can use this to claim against the courier company, and also to serve as proof of damage for ourselves.
If the order is in the UK, we will ship a replacement item out to you (if the item is currently held in stock). If the item is not in stock, you may request a refund. International orders will have the damaged item/s refunded to the payment method they purchased the item with.
We cannot refund postage cost for damaged goods, unless the entire order is damaged.
Credit Card Security
We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using industry standard SSL encryption on the payment gateway. They are not held in clear text on our web site. We do not store credit card details nor do we share customer details with any 3rd parties. This system is approved by the UK high street banks.
In the unlikely event that you have a complaint concerning an order through Oxyhealth you can contact us by the following methods:-
You can contact us by e-mail at [email protected] or by letter . We will acknowledge receipt of your email within 1 working day. A senior manager at Oxyhealth will personally deal with your complaint and you will be kept informed during all stages of the complaints procedure.
The address to write with your complaint to is
PO Box 4996
We use technology to track the patterns of behavior of visitors to our site. This includes using a "cookie" which is stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
Oxyhealth is committed to protecting your privacy.
We will only use the information that we collect about you lawfully (in accordance with the UK Data Protection Act 1998).
Information we collect about you.
We collect information about you for 2 reasons: firstly, to process and deliver your order and secondly, to provide you with the best possible service.
We will not supply any of your details to any third party in the future except for the purposes of debt recovery unless required by law.
The type of information we will collect about you includes your name, address, phone number, email address, goods ordered. We do not store credit card details.
We will never collect sensitive information about you without your consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you notify us of any inaccuracies we will correct the errors promptly.
Oxyhealth is part of the Oxyshop Ltd group of companies. Registered in the UK Company number 5538756