Our Promise & Commitment to our Valued Customers
You deserve the best service, advice, and convenience, and Portable Oxygen Solutions is here to deliver. We’re proud to be your trusted partner for your oxygen therapy needs, offering the best products at the best prices online. We aim for complete customer satisfaction, and gladly offer exchanges, returns, and repairs if you’re not 100% happy with your purchase.
Portable oxygen concentrator sales include a 5-day trial period for returns, and a 30-day period for exchanges.
*NO SMOKING POLICY*
During the first 30 days after your purchase, equipment may only be used in a smoke-free environment. Any type of smoking (including pipes, cigars, and cigarettes) while using the device, or any evidence that the device has been used in a smoky environment, will void all warranties, and invalidate any potential refund, credit, or exchange. This applies to the concentrator unit and all accessories. Any device that smells of smoke cannot be returned, exchanged, or refunded, and is not covered by manufacturer warranty.
Portable Oxygen Concentrator Returns
Portable Oxygen Solutions makes it easy to return items, if you are not completely satisfied. To begin the return process, you must obtain a Return Authorization (RA) number. Please call our customer support line at (800) 958-0192, Monday through Friday, between 8-5 CST.
Return For A Refund
If you are dissatisfied with your item and would like to return for a refund during your 5-day trial period, Portable Oxygen Solutions will refund your original purchase amount. You will simply be responsible for the return shipping costs, plus a $99 restocking fee. Remember, you must obtain a Return Authorization (RA) number, within 5 days of receiving your product. To be eligible for a return for refund, your items must be sent back within 3 days of receiving your RA number. Once we receive your item and inspect your authorized return, we will begin processing your refund.
In order for our return for refund policy to be valid, the following criteria must be met:
- You contact us within the 5-day trial period
- Device is in original new condition, including packaging, accessories, and manual
- All items are returned without defects
- Device and accessories have not been used in a smoke-filled environment. Please see above for our no smoking policy
If you want to return your portable oxygen concentrator or other items for refund, please obtain your RA number by calling us at (800) 958-0192 or email your request to: firstname.lastname@example.org.
Return For An Exchange
When you buy a product from Portable Oxygen Solutions, you have 30 days for a potential exchange. If, during this authorized period, you are dissatisfied with your purchase, you may exchange it for another model. You will simply be responsible for the return shipping costs, and your exchange may be subject to a return fee, based on its condition. Restocking fees on exchanges may be up to, but not more than 20% of the purchase price.
For an eligible exchange, you must contact us for a Return Authorization (RA) number within 30 days of receiving your item. You must also send back your item within 3 days of receiving your RA number.
According to our return for exchange policy, your exchange must meet the following criteria:
- You contact us within your 30-day exchange period
- All items are returned without defects or scratches
- Device is still in new condition, along with packaging, manuals, and accessories
- Device has not been used in a smoke-filled environment. Please see our no smoking policy above for details.
Ship All Returns to us at the following address:
Portable Oxygen Solutions
8000 Corporate Center Drive
Charlotte, NC 28226
Please note: It is required that you keep the original product packaging for at least 30 days, in the event that you need to return or exchange your unit. We will only ship out an exchange, or process a refund, after receiving the original product.
FOR ALL OTHER ITEMS
For any stock item that is unused and in its original new condition, we will accept returns within the 30-day period after the original shipment date. All items for return must include original packaging, accessories, and manuals in new condition. Returns of any stock items are subject to a 20% restocking fee.
If you wish to cancel your order, please do so as soon as possible. If you cancel your order before it is shipped, you will only be charged a 3% cancellation fee. However, if you cancel after shipment, you will have to go through the returns process, and will be charged the $99 return fee.
Shipments that are refused by the customer, along with returned products and canceled orders post-shipment will be subject to a 25% restocking fee. Shipping charges both ways will be the responsibility of the customer.
If items are damaged during shipping, customers won’t be responsible for shipping costs, provided that the shipment is refused upon delivery, and this is clearly stated on the “proof of delivery” form, signed and provided by the shipping carrier.
As soon as your shipment arrives, please take the time to inspect your items and make sure nothing is damaged or defective. Notify us at Portable Oxygen Solutions within 72 hours of receiving your shipment, if your products are damaged. In these cases, you will receive a full credit for purchase costs and shipping fees.
Special Ordered Items
Specially ordered items that we do not normally stock, but have to order from the manufacturer, are subject to different policies than our stock products. Special orders cannot be canceled once placed, and are not eligible for returns.
AFTER 30 DAYS
Once your 30-day period is over, we cannot accept returns or exchanges of your portable oxygen concentrator unit or accessories. We apologize for any inconvenience this may cause.
We do provide other options, if you’d like to return your unit after 30 days, including our Trade-In and Buy-Back Programs. Please call customer service at (800) 958-0192 to learn more.
Service and Repairs:
Please note: in the instance of damage caused by the customer, the customer will be responsible for all costs for parts, labor, and shipping, related to the repair process. You can call us at any time for assistance with your repairs at (800) 958-0192.
Here at Portable Oxygen Solutions, all of our concentrator units are covered by the manufacturer’s warranty. For both “in warranty” and “out of warranty” repairs, the customer is responsible for shipping and handling both ways. Additionally, for “out of warranty” repairs, the customer is responsible for repair parts and labor costs. Contact us for assistance with warranty questions at (800) 958-0192, ext. 105.
Our policies for unit service and repair apply to all customers, U.S. and international. All portable oxygen concentrator units purchased and shipping within the U.S. must be returned for service at our U.S. factory. This also applies to any concentrator unit that has traveled outside the U.S., with the customer responsible for shipping costs.
Questions about any of our policies? Need assistance with service, repairs, returns, or exchanges? We’re here to help.
Reach out to us today at (800) 958-0192.
Thank you for your business,
The Portable Oxygen Solutions Team