Refund Policy
POLICY OVERVIEW
This policy governs all refund requests for products purchased from The Oxygen Concentrator operated by Brands Bro LLC, a Delaware limited liability company. All refunds are processed only when requested through our support team and must meet the strict eligibility criteria outlined below.
Refund requests filed as payment disputes or chargebacks without completing this process are not accepted. Customers who bypass this policy by filing disputes with their payment provider waive all eligibility for refunds and forfeit the right to resolution under this policy.
REFUND ELIGIBILITY
Refunds are approved ONLY when ALL of the following conditions are met:
● The customer contacts our support team BEFORE initiating a return. Refund requests must be submitted within 30 days of delivery.
● The product is in original, unopened, unused condition with all original packaging and accessories intact.
● The product meets the refund category criteria (see below).
● Required proof (photos, videos, documentation) is submitted and approved by our inspection team.
● Return shipping is completed to the approved warehouse address within the timeline specified by our support team.
REFUND CATEGORIES
CATEGORY A: Manufacturer Defect (Approved for Refund)
● The product is damaged, non-functional, or fails to operate upon delivery. The device does not power on, hold a charge, or activate despite following the startup manual. The product has broken or inoperable components.
CATEGORY B: Non-Delivery or Wrong Item (Approved for Refund)
● The product was not received at the delivery address. The wrong product was delivered. Damage occurred during shipping and was documented and verified upon delivery.
CATEGORY C: NOT Approved for Refund
● Buyer's remorse or change of mind
● The product has been used, powered on, tested, or any packaging or seals have been opened
● Customer dissatisfaction with product performance, features, or specifications (all product specifications are available before purchase)
● Product does not meet customer's personal expectations or requirements
● Disputes or chargebacks filed without completing the support team refund process
REQUIRED PROOF FOR REFUND REQUESTS
To request a refund, you must submit the following documentation:
● Clear photo of the product in original packaging at time of delivery
● Photo of the product showing any visible damage or defect
● Clear video (30-60 seconds) showing the alleged defect or issue (if claiming manufacturer defect)
● Photo of the unopened original packaging with seals intact
● For non-delivery claims: tracking confirmation showing delivery failure or wrong address delivery
Incomplete or unclear proof will result in immediate request rejection. Resubmissions will not be approved.
REFUND FEES & DEDUCTIONS
Approved refunds are subject to a single 15% deduction to cover:
● Payment processing fees (varies by processor: 2.9% plus $0.30 for cards, 1% for ACH, 3.49% plus $0.49 for international)
● Return shipping, inspection, and handling costs
Example: A $500 refund-approved purchase receives a refund of $425 ($500 minus 15% equals $425).
REFUND TIMELINE
Step 1: Support Team Review - 2 to 3 business days
Contact support@myoxygenconcentrator.com with your refund request and required documentation. Our team will review your submission and respond with an approval or rejection.
Step 2: Return Authorization - Immediate upon approval
If approved, you will receive a return authorization number and return shipping instructions. You are responsible for return shipping costs unless the claim is approved as a manufacturer defect or non-delivery.
Step 3: Product Inspection - 5 to 7 business days after receipt
Upon receipt at our warehouse, the product will be inspected to verify it matches the stated condition in your submission. Products that do not match the submitted photos or documentation will be rejected, and no refund will be issued.
Step 4: Refund Processing - 3 to 5 business days after inspection approval
Once inspection is complete and approved, the refund (minus the 15% deduction) will be issued to the original payment method. Refunds may take an additional 3-7 business days to appear in your account, depending on your financial institution.
Total timeline: 13 to 25 business days from initial request to refund posting.
CRITICAL POLICY TERMS
Mandatory Support Contact Required
Refund requests MUST be initiated through our support team via email. No refunds will be issued for disputes or chargebacks filed directly with your payment provider without first contacting support. Contacting support is a required step in the refund process.
No Disputes or Chargebacks During Refund Process
Once a refund request is submitted to our support team, you agree not to file a dispute, chargeback, or claim with your payment provider. Doing so will result in immediate termination of your refund request and forfeiture of all refund eligibility.
Disputes or chargebacks filed without completing this process are not accepted. We will defend all such claims with full evidence, and you will be held responsible for any associated dispute fees and costs.
Product Condition Verification
If the returned product arrives in a condition that does not match the photos and videos submitted in the refund request, the refund will be rejected. We reserve the right to deduct additional costs for restoration or disposition.
Return Address
All returns must be shipped to the address provided in your return authorization email. Products shipped to any other address will not be accepted, and no refund will be issued.
No Partial Refunds
Refunds are issued in full (minus the 15% deduction) or not at all. Partial refunds are not available.
Refund Deadline
All refund requests must be submitted within 30 days of delivery. Requests submitted after 30 days will not be accepted.
COMPANY STRUCTURE & PAYMENT DESCRIPTOR
The Oxygen Concentrator is operated by Brands Bro LLC, a Delaware limited liability company. Your payment will appear on your statement under the descriptor "BRANDS BRO LLC." This is the authorized business entity for all transactions across both storefronts.
HOW TO REQUEST A REFUND
To request a refund, contact our support team:
● The Oxygen Concentrator: support@myoxygenconcentrator.com
Email communication is the only accepted method for refund requests. Include your order number, purchase date, and a clear description of the issue. Do not file a chargeback before contacting support.
CHARGEBACKS & PAYMENT DISPUTES
Customers who file chargebacks or payment disputes without completing this refund process are in direct violation of payment network rules and this policy. Such customers:
● Forfeit all refund eligibility
● Are responsible for chargeback fees assessed by their payment provider (typically $15-$100 per dispute)
● May be subject to legal action for breach of payment network regulations
We will defend all chargebacks filed outside this process with full documentation of our policy and refund process. We have a strong record of winning dispute claims against customers who bypass the refund process.
PRODUCT SPECIFICATIONS & CUSTOMER RESPONSIBILITY
All product specifications, features, oxygen output levels, battery life, and technical details are clearly listed on our website before purchase. Customers are responsible for reviewing these specifications and confirming that the product meets their needs BEFORE purchasing.
Products are not refundable due to personal dissatisfaction with performance, specifications, or features when those specifications were clearly disclosed at the time of purchase.
QUESTIONS?
For refund questions or clarifications, contact our support team immediately. Do not file a chargeback or dispute. We are here to help and will resolve legitimate issues through this process.
