Return Policy
RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return and replacement, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the order number or proof of purchase. Due to hygienic reasons if the item has been used it cannot be returned or refunded if used( and yes we can tell!).
Please make sure you have considered these factors before purchasing.
Order Cancellations
A request for order cancellations must be emailed to support@oxygenconcentratordepot.co Please be advised cancellation requests must be submitted within 12 hours of purchase. After 12 hours the cancellation request is subject to approval based on the Return Policy conditions. If you cancel an order after your credit card has been charged, there is a 15% cancellation fee, due to transaction costs. Unfortunately, we cannot cancel an order once it has been dispatched from our warehouse, is with the courier or in transit.
Refunds
If eligible for a refund, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Customers are advised they must provide a trackable shipment number as we cannot guarantee that we will receive your returned item without it. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and the total (minus shipping) will be returned to the card used in purchase. This may take 3-5 Business days. If your return has been rejected we will send the item back. If you are approved for a refund and after you return the item the box for the device has been opened, we will have to charge a restocking fee of 15%. If the box is still sealed, we can grant a full 100% refund.
*Fees/Customs brokerage, is not the responsibility of Oxygen Concentrator Depot
- If Approved for an Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, the team will send you a replacement and associated tracking. In accordance with our warranty policy items listed on store are subject to replacement only. If you have a question about the eligibility of your return of a particular product please contact us at support@oxygenconcentratordepot.co
How to request a return
To start a return, you can contact us at support@oxygenconcentratordepot.co If your return is accepted, shipping costs will be covered by consumer, be advised shipping fees are non-refundable. We will send you return instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@oxygenconcentratordepot.co
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please be aware photo/video evidence will be required.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. If the product is in contact with skin, bodily fluids the item is non-returnable once used.
Unfortunately, we cannot accept returns on sale items.
Sale Items
Sale items are non-refundable. If an item was purchased at full price and has gone at sale, you will be refunded the price at which you purchased. If purchased on conditional sale and approved for a refund the item will be refunded at the sale price at purchase.
Lost/Missing Packages
If your item is experiencing a tracking issue please email our customer service team at support@oxygenconcentratordepot.co so we can manually locate your package. Your item may be shipped from one of our international warehouses if stock is low in the originating country. Oxygen Concentrator Depot is not responsible for lost or missing items once the package is marked as delivered. Oxygen Concentrator Depot works alongside third party couriers to deliver your packages, if your package is marked as delivered and you have not received it you will need to contact the assigned courier first in regard to the matter and our customer service team at support@oxygenconcentratordepot.co
It is the customers obligation to ensure a safe drop location is provided to the courier or they are home to claim the item upon delivery. If a package has been determined to have been delivered and couriers provide evidence, the item may have been stolen, lost or misplaced. Oxygen Concentrator Depot is not responsible for lost or stolen packages and is under no obligation to refund if the item has been marked as delivered. If the item has made an attempted delivery, pick up is not completed in a timely manner and a return to sender has been initialised, the re-shipment costs are the responsibility of the customer.
Packages that are marked as in transit cannot be provided a refund until the package is in possession or classified as lost by couriers.
Due to the current pandemic shipping times are subject to changes at any time by the couriers. Oxygen Concentrator Depot has no control over the delays in shipping but can support you with inquiries into packages movements. You may be required to collect and sign for your item at the courier hub.
We ask for patience and respect be given to the couriers and our customer service team who are doing an incredible job handling inquiries and distributing packages safely. If you require assistance with tracking your item, please email support@oxygenconcentratordepot.co
WARRANTY/ FAULTY GOODS
Oxygen Concentrator Depot will warrant all goods in line with Manufacturer’s Warranty in accordance to United States consumer law, provided the goods have been used in accordance with the user instructions. Warranties cover parts and materials used in the manufacture of the product. Warranties will not apply to defects resulting from improper use, operator error, use outside of manufacturer’s specifications and the limits of products intended use. Maintenance and cleaning instructions must be followed to ensure warranties remain valid. If the purchaser has identified the product is faulty within the warranty period they must notify customer service immediately with details of the fault and invoice details, preferably through video/photos due to COVID restrictions. Oxygen Concentrator Depot is not responsible for colour differences or differences in packaging.
Unsuitability Disclaimer*:
It is the customers obligation to ensure they have consulted their treating physician prior to purchase, if a treating physician was not consulted prior to purchase this will be deemed under unsuitability. If you experience any pain please stop use and consult your doctor. Oxygen Concentrator Depot is under no obligation to legitimise pain claims for refund/replacement if proof of consultation is not provided.
Our customer service staff do an incredible job at assisting customers. Please be advised our staff will not stand for abuse. If we notice abusive or threatening emails/messages to our staff we will cease communication and/or reject/refund your order immediately.