Return Policy

At The Oxygen Concentrator, your satisfaction and confidence in our products are our top priorities. We are committed to providing you with high-quality solutions and a clear, fair process for returns and exchanges. We invite you to read the following guidelines for a smooth and simple experience.

How to Initiate a Request

To begin the process, please reach out to our dedicated support team via email at support@theoxygenconcentrator.com.

To help us assist you promptly, please include the following in your email:

  • Your Order Number

  • The reason for your return or exchange request

If your request is related to a product quality concern, providing a brief video or photo that demonstrates the issue is incredibly helpful. This allows our team to fully understand the situation and find the best possible solution for you.

Once we review your request, we will provide you with the specific warehouse address for the return shipment.

Choose Your Return Option

We offer flexible options to make sure you receive the value you deserve. We invite you to choose the path that best fits your needs:

Option 1: Store Credit (Best Value)

If you choose Store Credit, we are pleased to waive all processing and transaction fees. You will receive the entire amount of your product value as credit to use for any future purchase in our store.

Option 2: Exchange

If you wish to swap your product for a different model, we will treat the return value as Store Credit (fee-free) and apply it toward your new item.

Option 3: Cash Refund

We are also happy to process a refund back to your original payment method. To help cover the non-recoverable costs associated with this process, the following fees will be deducted from the refund amount:

  • Transaction Fee: A 10% fee to cover costs from payment processors.

  • Processing Fee: A 15% fee to support the inspection, cleaning, and restocking of the unit.

The Return Process

  1. Ship the Product: Once you receive the warehouse address from our support team, please arrange for the product to be shipped back to us.

  2. Share the Tracking: After you have shipped the item, please reply to our email with the Tracking Number. This step is important as it allows us to monitor the package and prepare for its arrival.

  3. Inspection & Resolution: When the product reaches our warehouse, our team will perform a thorough inspection. Once completed, we will process your Store Credit, Exchange, or Cash Refund within 7 Days.

Policy Limitations

To promote fairness and maintain the quality of our products for all customers, please take a moment to review the following details regarding eligibility:

  • Address Accuracy: To receive a refund or credit, the product must be returned to the specific warehouse address provided by our support team. Items sent to an unconfirmed address (including "Return to Sender") might not be received and would not be eligible.

  • Hygiene & Safety: We encourage you to choose your product carefully. Accessories and used machines are not eligible for return.

  • Change of Mind: At this time, we are unable to accommodate returns based on a change of mind.

  • Replacement Limit: We are happy to provide a replacement for a machine if needed. Please note that a machine is eligible for replacement only once.

Specific Scenarios

  • For Product Defects: Please contact us within 7 days of receiving your product. To help us understand the issue, please provide proof of the claim. We will be happy to arrange a replacement or provide store credit.

  • If You Received the Wrong Item: In the rare event of a shipping error on our part, please send us a picture of the item you received within 3 days. We will arrange for the correct product to be sent to you at no additional cost.

  • If an Item Arrives Damaged: Should your product be damaged during shipment, please send us a picture of the damaged item within 3 days of its arrival. We will gladly arrange for a replacement to be sent immediately.

Order Cancellations

  • Before Your Order Ships: If you wish to cancel an order, please email us right away with the subject line “Cancel Order.” We prioritize these requests to handle them before shipment occurs.

  • After Your Order Ships: Once an order is in transit, we are unable to cancel it. In this case, we invite you to accept the delivery and then follow our standard return process.

Exchange Process

We are happy to process exchanges within 30 days of receiving your returned product. To begin, please email us your original order number and the model you would like in exchange. Once we receive the original product, we will confirm your shipping address and send out the new item.