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Refund and Returns Policy

Effective Date: October 4, 2026

Operated by OFIX, S.A. de C.V., our official website www.ofixhome.com is dedicated to providing Mexican families with high-quality smart home storage solutions, including carefully selected bathroom shelves, kitchen organizers, modular storage bins and pet accessories that fit local home layouts, meet strict load-bearing standards and support easy no-tool assembly. This clearly formulated Refund and Returns Policy applies to all purchase transactions completed on our e-commerce platform, and it is designed to ensure a fair, transparent and consistent after-sales experience for every customer. We explicitly emphasize that we do not support any “refund without return” requests under any circumstances, and all valid refund applications must be accompanied by the return of the corresponding purchased product, in line with the terms stated in this policy. By placing an order on our website, you acknowledge that you have fully read, understood and agreed to abide by all the rules outlined below.

1. General Return Eligibility Requirements

All our home storage products are categorized as returnable goods under this policy, as none of our product lines fall into the non-returnable category of perishable, edible or custom personalized items that cannot be resold after return. To submit a valid return application, you need to meet all of the following conditions:

  • Your return request must be submitted within 30 calendar days from the date you successfully receive the ordered products. This window aligns with Mexican local consumer protection regulations, giving you sufficient time to inspect the goods and confirm whether they match your daily home storage needs.
  • The returned product must remain in its original, unmodified condition, with all original packaging, user manuals, installation accessories, and any free promotional gifts that came with the order fully intact. The product must not show signs of obvious use, improper disassembly, man-made damage, or stains that would affect its secondary sale to other customers.
  • You need to provide the valid original order number, purchase payment proof, and clear photos or short videos to verify the specific issue that triggers your return request, to help our customer support team quickly verify your application.
    We strictly do not accept any pure partial refund or full refund application where you keep the product for your own use. Once a return application is approved, you are required to send back all related goods involved in the application, and we will not process any refund request before we complete the full inspection of the returned items at our designated warehouse.

2. Standard Return Processing Workflow

The entire return process is designed to be simple and efficient, and you can follow these clear steps to complete your return application:

  1. ‌Submit your return request‌: Contact our customer support team through the official email logz@ofixhome.com, phone number +52 229 923 1345, or the after-sales service page on our website, submit your return request with all required supporting materials. Our team will review your application and send you a formal return confirmation notice with our specified return shipping address within 2 working days. Our designated return address is Av. Urano No. 585, Local 1, Plaza Express Las Palmas, Col. Ylang Ylang, C.P. 94298, Boca del Río, Veracruz, México.
  2. ‌Send back the product‌: After receiving the return approval notification, you need to properly package the product to avoid damage during transportation, and send the package back to the address provided by our team within 14 calendar days. Please keep the shipping tracking receipt properly, and send us the tracking number in time so that we can track the delivery status of your returned parcel. Return shipping fees will be covered by us fully if the return is caused by our side issues including product quality defects, shipping damage or wrong item delivery. For returns caused by personal reasons such as changing your mind, finding the product does not match your expected size, or you no longer need the item, you will be responsible for covering the return shipping costs.
  3. ‌Product inspection and refund processing‌: After our warehouse team signs for your returned parcel, we will complete a full quality inspection of the product within 3 working days. If the product meets all return eligibility requirements, we will initiate your full refund to your original payment account within 3 working days after the inspection confirmation. The actual arrival time of the refund usually takes 7 to 15 working days, depending on the processing speed of your payment service provider and the issuing bank.

3. Exceptions That We Do Not Accept

Under the following circumstances, we reserve the right to reject your return application or refuse to process your refund request:

  • You fail to submit your return request beyond the 30-day window after you receive the product, or you do not send back the goods within 14 days after your application is approved without prior communication and getting our extended confirmation.
  • The returned product has obvious man-made damage, improper disassembly traces, stains, missing core accessories, or has been installed and used for a long time that cannot be restored to the original salable state.
  • You submit a request for only partial or full refund while refusing to return the corresponding product, no matter what the stated reason is, such requests are strictly not supported by our policy.
  • You cannot provide valid order information or related supporting materials to verify your purchase record and the claimed product issue.

4. Important Additional Notes

Before you submit a return application, we recommend that you carefully check the product detail page on www.ofixhome.com to confirm all parameters including size, material and load-bearing data before placing your order, to avoid unnecessary return disputes caused by personal misjudgment. If you encounter any product installation problems, usage issues or minor damage that can be fixed with free replacement accessories, you can contact our customer support team first. Our professional team will provide you with targeted solutions such as sending you free replacement parts, which helps you save the extra time and shipping cost brought by the return process.

If you have any questions or concerns about this Refund and Returns Policy, please do not hesitate to reach out to our team via our contact information at any time. We will respond to your inquiries as soon as possible to provide you with satisfactory support services.