Refund policy

One place to get it put right.

You paid Oasis, so Oasis refunds you. Here is how cancellations, returns and refunds work, however many vendors your order covered.

Contents

Last updated October 29, 2026.

Ask us about this

1.Oasis handles every refund

You pay Oasis once for the whole order, however many vendors it covers, so refunds come from Oasis too. You are never sent to a vendor to ask for your money back.

Vendors sell and ship the goods, and Oasis works out with them who is responsible. That arrangement sits between Oasis and the vendor. It never delays a refund you are owed.

2.Canceling before it ships

Each vendor’s part of your order ships separately. Any part that has not shipped yet can be canceled: contact us with your order reference and we will arrange it with that vendor and refund that part in full.

A part that has already shipped can’t be canceled. It becomes a return instead, covered below.

3.Damaged, wrong or missing items

If something arrives damaged, isn’t what you ordered, or is short, tell us within 7 days of delivery. Include your order reference and, where you can, photos of the item and its packaging.

We look at the order, the shipment and the payment together and decide what fixes it. That might be a replacement from the same vendor, or a full or partial refund. You won’t pay for return shipping on an item that was damaged or sent in error.

4.Returning items that were correct

Items that arrived correct and undamaged can be returned within 30 days of delivery. They must be unopened, unused, in their original packaging, and able to go back into stock. Start the return through Oasis, not the vendor, and we will send you instructions.

In this case return shipping is paid by your practice. Oasis charges no restocking fee; where a vendor charges one for a particular product, it is stated on that product’s page before you buy.

5.Items that can't be returned

For patient safety, and because of how these products are regulated, some items can’t be returned unless they were damaged, faulty or sent in error:

  • Sterile items whose packaging has been opened or broken
  • Temperature-controlled or refrigerated products
  • Items that are dated, or close to their expiry date
  • Prescription and licence-restricted products, once dispatched
  • Items made or configured to your order

A product page may give tighter return terms that the vendor has set for that item. Where it does, those terms apply to that product.

6.How refunds are paid

Refunds go back to the payment method you used for the order. A refund can be for the whole order or for part of it. Shipping charges are refunded along with the items they covered.

A refund is recorded as a separate entry against your original payment. We never go back and edit the original charge. Your order history keeps a record of both the charge and the refund.

Once issued, a refund usually reaches your account within 5 to 10 business days. The exact time depends on your card issuer or bank.

7.If you disagree with our decision

Reply to the message we sent about your problem, or contact us, and a person will review it again. Please talk to us before raising a chargeback with your card issuer. A chargeback freezes the payment while the bank investigates, and that usually takes longer than sorting it out with us.

This policy works alongside our Terms & Conditions and shipping policy. Questions go to team@greateroasis.com.