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Return Policy

Return Policy

Our Promise & Commitment to our Valued Customers

At Portable Oxygen Solutions, we are committed to being your trusted partner for portable oxygen by delivering the advice, service and convenience you deserve — all at competitive prices. If you are not fully satisfied with your purchase, let us help you with an Exchange, Return or Repair.

All Sales of Portable Oxygen Concentrators include a 5 Day Trial Period for Returns and 30 Day Exchange Period.

 

*NO SMOKING POLICY*

During the 5-day Trial Period and our standard 30-day Exchange period, equipment may be used only in a SMOKE-FREE environment. A user's SMOKING of any kind (including cigarette, cigar, and pipe) while using product, and evidence that a user has used the equipment in a smoke-filled environment, will void all refunds, credits, exchanges, and warranties with respect to that product and related accessory items.  **NOTE...Units that smell of smoke are not allowed to be returned, refunded or exchanged and unit's warranty will be deemed VOID by the manufacturer.

 

Portable Oxygen Concentrator Returns

If you have received an item from Portable Oxygen Solutions that you are dissatisfied with, please contact Customer Support at (800) 958-0192, Monday through Friday, 8:00 am to 5:00 pm CST to obtain a Return Authorization (RA) Number.

Return For A Refund

During the 5-Day Trial Period, if you are not completely satisfied with your product we will refund your purchase amount; all you are responsible to pay are return shipping charges and a 6% restocking fee. To be eligible for product refund, you must obtain a Return Authorizaton Number (RA#) within 5 days of delivery. To obtain a Return Authorization (RA) number, please contact Customer Support with your order information at 1-800-958-0192 or Email Request to: help@portableoxygensolutions.com .  All Returns for Refund must be shipped within 3 days from receiving your RA #. We will refund your purchase price (less restock fee) upon receipt and inspection of the authorized returned item.

***The Return for a Refund Policy is only valid if you contact us during the 5-Day Trial Period and the unit meets the following criteria:

  • Unit is in Original New condition including all Accessories, Manuals & Packaging
  • All Items in the Return must be without defect including scratches
  • Unit has NOT been used in a smoke-filled environment.  A user's SMOKING of any kind (including cigarette, cigar, and pipe) while using product, and evidence that a user has smoked while using product, will void all refunds, credits, exchanges, and warranties with respect to that product and related items.  **NOTE...Units that smell of smoke are not allowed to be returned, refunded or exchanged and unit's warranty will be deemed VOID by the manufacturer.

Return For An Exchange

All Sales of Portable Oxygen Concentrators include a 30 Day Exchange period.  In the first 30 days of ordering your unit, if you are not completely satisfied with your product you can exchange it for another model; all you are responsible to pay are return shipping charges and the Exchange will Be Subject to a 20% restocking fee. To be eligible for an Exchange, you must obtain RA# within 30 days of delivery. To obtain a Return Authorization Number (RA#), please contact Customer Support at 1-800-958-0192 or Email Exchange Request to: help@portableoxygensolutions.com . All Returns for Exchange must be shipped within 3 days from receiving your RA#. 

***The Return for Exchange Policy is only valid if you contact us during the 30-Day Exchange Period and the unit meets the following criteria:

  • Unit is in Original New Condition including all Accessories, Manuals, & Packaging
  • All Items in the Return must be without defect including scratches
  • Unit has NOT been used in a smoke-filled environment. A user's SMOKING of any kind (including cigarette, cigar, and pipe) while using product, and evidence that a user has smoked while using product, will void all refunds, credits, exchanges, and warranties with respect to that product and related items. **NOTE...Units that smell of smoke are not allowed to be returned, refunded or exchanged and unit's warranty will be deemed VOID by the manufacturer.

 

Return Instructions:

Ship All Returns to us at the following address:

Portable Oxygen Solutions
8000 Corporate Center Drive
Suite 113
Charlotte, NC 28226

Note: For all exchanges or refunds; we must first receive the original unit before we ship out an exchanged unit or issue a credit. 

It's required that customers retain the original packing material for at least 30 days, in the event the unit needs to be returned.

 

FOR ALL OTHER ITEMS

We will accept the return of any stock item provided it is unused, in original NEW condition and returned within 30 days of the date the item(s) are shipped. Returned items must include all original accessories, literature and packaging in the same NEW condition in which it was received. All returns are subject to a 25% restocking fee.

 

Cancellations

Orders cancelled after order is placed but before we ship to customer will be charged a 6% cancellation fee. If you cancel your order after it has already shipped we consider it a return and the above policies apply.

Refused Shipments

Refused shipments, products returned without the original packaging and orders canceled after the unit has been shipped are subject to a 25% restocking fee and customers will be responsible for shipping charges both ways.

Customers are not responsible for shipping costs associated with refusing equipment that has been damaged during shipping as long as the item is refused at the time of delivery and damage is noted on the "proof of delivery" form provided to you for signature by the carrier.

Damaged Items

Once your package arrives please ensure it is not damaged or defective in any way. Notification of returns for damaged products must be made with 72 hours of receiving your items. In this case a full credit will be issued for both the purchase and shipping costs.

Special Ordered Items

Special orders are orders placed for items that we do not stock and we have ordered from the factory to satisfy customer needs/requests. Unfortunately, we cannot accept any returns on special item orders. NOTE: Special Ordered Items cannot be cancelled once placed.

AFTER 30 DAYS

We apologize for any inconvenience, but after 30 days we cannot refund or exchange your unit.

To return your portable oxygen concentrator after 30 days, please contact us at 1-800-958-0192 to discuss details of our *Trade-In* or *Buy-Back Program*.

 

Service and Repairs:

In all instances of customer-caused damage, the customer is responsible for all parts, labor, and all shipping charges to return the unit to us for repair. Please contact us for assistance at 1-800-958-0192.

Every Portable Oxygen Concentrator we offer comes with a Manufacturer’s Warranty. Please contact us @ 1-800-958-0192 so we may assist you with your warranty repairs. You are responsible for all shipping & handling charges both ways to Portable Oxygen Solutions on any "In Warranty" or "Out of Warranty" repair. Customer is responsible for all repair, labor and shipping charges (both ways), for any "OUT of Warranty" repair. 

Service and Repair policy applies to all customers, both US and International. All Portable Oxygen Concentrators purchased and shipped within the US must be returned to the US factory for service. Any Portable Oxygen Concentrator which travels outside the US must also be returned to the US factory for service and customer is responsible for shipping charges. Please call us at 1-800-958-0192 for assistance.

Any questions or concerns regarding our store policies, please call us @ 1-800-958-0192. 

Thank you,

Portable Oxygen Solutions

 

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