Return Policy

Eligibility for Returns

  • Timeframe: Customers may request a return within 30 days of the delivery date.
  • Condition of Products: Returned items must be new, unopened, and in their original packaging. All items must include their serial number or UPC.
  • Proof of Purchase: A valid receipt or order confirmation is required for all return requests.

Exclusions

  • Opened or Used Items: For hygiene and patient safety, opened or used medical devices are not eligible for return.
  • Hygienic Items: Returns are not accepted on hygienic items, such as CPAP masks and consumables that come into direct contact with the body.
  • Items Without Serial Number or UPC: Items missing their serial number or UPC cannot be returned.
  • Special Orders: Returns on special orders are handled on a case-by-case basis and are subject to our discretion.
  • Late Returns: Returns must be initiated within 30 days of delivery. Items returned after this timeframe will not be eligible for a refund or exchange.
  • Unnotified Returns: Items returned without prior notification will not be eligible for a refund or exchange.

Process for Initiating a Return

  1. Contact Customer Service: Customers should reach out to American Oxygen’s Customer Service team via support@american-oxygen.com or 786-755-8063 to initiate a return.
  2. Provide Necessary Information: Customers must provide their order number, contact information, and reason for the return.
  3. Receive Return Authorization: Upon approval, customers will receive a Return Merchandise Authorization (RMA) number and instructions for returning the product.

Refund Process

Refund Eligibility

  • Refunds are issued for returned products that meet the Return Policy criteria.
  • Shipping fees are non-refundable unless the return is due to an error on American Oxygen’s part.

Processing Time

  • Once the returned item is received and inspected, refunds will be processed within 7-10 business days.
  • Refunds will be issued to the original payment method used during the purchase.

Partial Refunds

  • A minimum 25% restocking fee applies to cover the costs associated with inspection, testing, and restocking of returned items.
  • In cases where only part of the order is eligible for a refund, customers will receive a refund for the eligible items minus the restocking fee.
  • Non-returnable items will not be included in the refund amount.

Order Cancellation Policy

Cancellation Eligibility

  • Orders can be canceled within 24 hours of placement, provided they have not yet been processed or shipped.
  • Custom or special orders may have different cancellation terms as specified at the time of purchase.

Cancellation Process

  1. Contact Customer Service Immediately: To cancel an order, customers must contact American Oxygen’s Customer Service team via support@american-oygen.com or 786-755-8063 as soon as possible.
  2. Provide Order Details: Customers should provide their order number and relevant details to facilitate the cancellation process.
  3. Confirmation of Cancellation: Upon successful cancellation, customers will receive a confirmation via email or phone.

Non-Cancellable Orders

  • Orders that have already been processed or shipped cannot be canceled. In such cases, customers must follow the Return Policy to return the product after receipt.

Non-Returnable Items

Certain items are not eligible for return due to their nature or for safety reasons. These include:

  • Opened or Used Items: For hygiene and patient safety, opened or used medical devices are not eligible for return.
  • Hygienic Items: Returns are not accepted on hygienic items, such as CPAP masks and consumables that come into direct contact with the body.
  • Items Without Serial Number or UPC: Items missing their serial number or UPC cannot be returned.
  • Special Orders: Returns for special orders are subject to review and may not be accepted.
  • Late Returns: Returns must be initiated within 30 days of delivery. Items returned after 30 days will not be eligible for a refund or exchange.
  • Unnotified Returns: Items returned without prior notification will not be eligible for a refund or exchange.

Special Orders

Definition of Special Orders

  • Special orders refer to products that are customized, require special handling, or are not regularly stocked by American Oxygen.

Return and Refund Terms

  • Returns on special orders are handled on a case-by-case basis and are subject to American Oxygen’s discretion.
  • Customers are advised to review these terms carefully before placing a special order.

Cancellation of Special Orders

  • Due to the customized nature of special orders, cancellations may not be possible once production has commenced.
  • If cancellation is permitted, it must be requested within the specified timeframe provided during the ordering process.

RMA Process

What is an RMA?

  • A Return Merchandise Authorization (RMA) is a unique identifier provided by American Oxygen to manage and track return requests efficiently.

Steps to Obtain an RMA

  1. Initiate Return Request: Contact Customer Service with your order details and reason for return.
  2. Receive RMA Number: Upon approval, an RMA number will be issued along with detailed return instructions.
  3. Prepare the Package: Securely package the item, including all original packaging and accessories. Clearly label the package with the RMA number.
  4. Ship the Item: Follow the provided shipping instructions to return the item to the designated address.
  5. Confirmation and Processing: Once the returned item is received and inspected, the refund or replacement process will begin as per the Refund Process guidelines.

Important Notes

  • Returns without an RMA number will not be accepted.
  • Customers are responsible for ensuring the RMA number is clearly visible on the return package.

Shipping Responsibility

Return Shipping Costs

  • Authorized Returns: If the return is due to an error on American Oxygen’s part (e.g., incorrect or defective item), return shipping costs will be covered by American Oxygen.
  • Customer-Initiated Returns: For returns not caused by American Oxygen’s error, customers are responsible for return shipping costs.

Shipping Method

  • Customers are encouraged to use a trackable shipping service and purchase shipping insurance for returns valued over $50.

Risk of Loss

  • Once the return shipment is sent, the customer bears the risk of loss or damage during transit. American Oxygen is not responsible for items lost or damaged during the return shipping process.

International Returns

  • Returns from international orders are subject to additional shipping terms and may incur higher shipping costs. Customers should contact Customer Service for specific instructions and costs related to international returns.

Damaged or Defective Items

  • In cases where items arrive damaged or defective, customers should notify American Oxygen within 7 days of receipt to arrange for return shipping and replacement or refund.

Communication Policy for Warranty Claims

To ensure clarity, security, and transparency in all transactions, and to effectively resolve any warranty claims, all communication related to warranties—including proposals and responses—will be handled exclusively in writing via email. This procedure allows both parties to maintain a detailed and verifiable record of each stage in the claim process, minimizing misunderstandings and providing a documented reference that protects both the customer and the company. No warranty claim management will be conducted via telephone.