Refund Policy

This policy applies to every purchase made directly from this website. It forms part of our terms of service. Products bought from a reseller are covered by that reseller's policy, though our two year warranty still applies to the hardware.

The support pages describe how to start a return in plain language. This page is the contractual version of the same thing.

If you are a consumer in the EU or the EEA, you have the right to withdraw from the contract within fourteen days of receiving the goods, without giving a reason, under Directive 2011/83/EU as implemented in your country.

1. 1Tell us within fourteen days of delivery that you are withdrawing. An email is sufficient; there is no required form.
2. 2Return the goods within fourteen days of telling us.
3. 3We refund within fourteen days of receiving the goods back, or of your proof of return, whichever is earlier.

Separately from any statutory right, we offer thirty days from delivery to return any product for a full refund, with return shipping paid by us. No reason is required and none is asked for.

Window

30 calendar days from the delivery date recorded by the carrier.

Return shipping

Free. A prepaid label is included in the box; a replacement is issued on request.

Original shipping

Was free, so nothing is deducted.

Reason

Not required.

You may handle and test the product as you would in a shop. Goods should be returned complete, with the remote, power adapter, cable and documentation, in the retail packaging.

Where value has been lost through handling beyond what was necessary to establish the nature and function of the goods, we may deduct a reasonable amount. In practice we apply this only in two cases:

• Physical damage: a cracked housing, a bent port, or evidence of liquid ingress.
• Missing components: the replacement cost of any item not returned, at our published spare-part price.

We contact you before applying any deduction, with an explanation and the figure, and you may ask for the goods back instead.

• Refunds are issued to the original payment method. We cannot refund to a different card or account except where the original is closed.
• Returns are inspected within two business days of arrival at our fulfilment centre.
• The refund is issued the same day it passes inspection, and we email you when it is sent.
• Card refunds typically appear within three to five business days; some banks take up to ten.

If goods are faulty, damaged on arrival, or not as described, this policy is not the relevant one — your remedies under the warranty and under consumer law are stronger, and the thirty day window does not limit them.

1. 1Tell us and we will send a replacement, in most cases before the faulty unit is returned.
2. 2If a replacement is not possible or fails again, you may have the price reduced or the contract cancelled with a full refund.
3. 3Return shipping for faulty goods is always paid by us.

We exchange between tiers on request within the thirty day window. The replacement ships when your return is scanned by the carrier. Price differences are charged or refunded as appropriate, and the thirty day window restarts on the replacement.

• Products bought from a third-party reseller — contact them, though our hardware warranty still applies.
• Products damaged by accident, misuse, or use with a non-supplied power adapter.
• Products where the fault arises from a modified system image, to the extent the modification caused it.
• Consumables where a specific exclusion is stated at the point of sale.

Returns and refunds

support@osmx1.com

Telephone

+45 89 88 12 40 — Monday to Friday, 08:00–18:00 CET · Saturday, 10:00–16:00 CET

Post

Havnegade 39, 2nd floor, 1058 Copenhagen K, Denmark

Please do not send goods back without a returns reference — we cannot match an unlabelled parcel to an order, which delays your refund.