Returns and Refund Policy
Return Policy
We accept returns on any unopened, unused products (except concentrators, read the Oxygen Concentrator Return Policy shown below), within 20 days of the original ship date (excluding shipping costs). All returns must be authorized by a Customer Service Representative and require a Return Merchandise Authorization (RMA) form. The RMA will include our return shipping address and shipping instructions.
Immediately inspect your package upon delivery and unpack your unit or accessory. If your item has been damaged during shipping, please call us within 48 hours of delivery. Please note that we cannot be responsible for shipping damages reported after this 48-hour window.
Original packaging and paperwork must be returned with the items. The cost of the return shipping will not be reimbursed. A pre-paid shipping label will only be provided for an order shipped in error or defective/malfunctioning equipment.
Processing Time
After receiving the returned item, a refund will be processed in 3-5 business days. An e-mail confirmation will be sent once the refund has been completed. Please allow 7-10 days for your bank to process the transaction on their end from the date the refund was processed.
OXYGEN CONCENTRATOR RETURN POLICY
0 – 7 days after arrival – 100% refund
We offer a 100% refund (excluding shipping costs) for all returned equipment. To qualify for a full refund, the package must show as visible in transit within the UPS tracking system on or before the seventh day following delivery. During this 7-day period, we encourage you to test-run your unit for up to 10 hours to ensure it functions properly and meets your needs. All returns are subject to the Satisfaction Guarantee Terms below.
Satisfaction Guarantee Terms
- The unit must remain in a similar condition to when it was purchased.
- The unit must not have been used in a smoke-filled environment (Arrowpoint Medical holds sole determination regarding the presence of smoke odor).
- Fewer than 10 hours of use may be added to the unit from the time of purchase.
- The return must not be subject to return fraud.
8 – 14 days after arrival
If you decide to return your order between 8 and 14 days after receipt, please note that a restocking/damage fee of at least 25% will apply. To qualify for a refund (excluding shipping costs), the package must show as in transit within the UPS tracking system on or before the 14th day.
We will provide you with a return shipping label, and the cost will be deducted from your refund. Should you choose to return your item using a different shipping method, please ensure you insure the package for its full value and provide us with a verifiable tracking number. Your return will not be considered in transit until we receive the tracking number, and you will be responsible for any lost, damaged, or missing packages.
After 14 days:
Unfortunately, we are unable to offer a refund or exchange for units or accessories 14 days after the date of purchase.
All returns must be authorized by a Customer Service Representative and require a Return Merchandise Authorization (RMA) form. The RMA will include our return shipping address and shipping instructions.
Important Note: When returning items, please be sure to empty any water basins such as humidifier cups before shipment. Water damage can void the return and/or warranty of your device, ensure that you empty the water basin prior to shipping to prevent this happening.
Warranty
Warranty repairs and services are provided directly by the product’s manufacturer. Please contact them for any warranty questions. If you have additional questions regarding warranties, please call us at 844-304-8700.