Refund policy
This product is intended for general wellness, comfort, and lifestyle use only. It is not a medical device and is not a substitute for prescribed oxygen therapy, emergency oxygen, or professional medical care. Please review the product specifications and consult a healthcare professional before purchasing if you have a medical condition.
When We Issue Refunds
We’ll approve a refund when:
- The device is defective, damaged, or doesn’t power on on arrival.
- The wrong item or a missing accessory was sent due to an error on our part.
- The order never arrived (see lost-shipment note below).
- The device doesn’t meet the needs you described to us — we’d rather refund you than have you keep something that doesn’t work for you.
- Change of mind — the unit is returned unused, in original condition, within 30 days (a 15% restocking fee applies).
A Few Conditions
- Please confirm the return address with us before shipping anything back our return address is not the address printed on your delivery package. Items sent elsewhere without contacting us can’t be processed and may be returned to sender.
- Returns involving opened hygiene items (such as nasal cannulas) are subject to a 15% deduction to cover handling and sanitation.
- Lost shipments: if tracking shows a package lost in transit, we open a claim with the courier. We’ll either resend the product or refund you once the claim resolves — your choice.
How to Request a Refund
Email support@myoxygenconcentrator.com with your order number and the reason. For a defect or quality issue, please include a short video showing the problem. Contact us within 30 days of receiving the product.
Once approved, we send you the correct return address. After you ship it back, email us the tracking number.
Refund Timing
- Refunds are processed within 2 business days after we receive the returned item (or, for defects/wrong items where no return is needed, promptly after we confirm the issue).
- Refunds go to your original payment method.
- Depending on your bank or PayPal, it may take an additional 1–7 business days to post.
Wrong Item or Damage in Transit
If you receive the wrong item, a missing accessory, or a package damaged in shipping, send us a photo within 3 days of delivery. We’ll arrange a replacement or reshipment at no cost — no return hassle on our errors.
Canceling an Order
- Before it ships: email us with subject line “Cancel Order” and we’ll stop it and refund you in full.
- After it ships: we can’t cancel in transit, but you can refuse or return it contact us for the return address and we’ll refund per this policy.
Exchanges
Want a different model instead of a refund? Email us within 30 days with your order number and the model you’d like. Return the original first; we ship the new one once we confirm your address.
Questions? support@myoxygenconcentrator.com | +1 512-616-5547