Thank you so much for purchasing our products. All of our products are supported by the return policy except the accessories and the used products. Before you apply for a return or refund, please read our Return&Refund policy to confirm that your order is supported to be returned.
Refund policy
At the RAAROXY, we highly appreciate our customers and are committed to providing you with a hassle-free, trustworthy, and safe shopping experience for all your respiratory requirements. If you have any queries regarding returns, please don't hesitate to reach out to us at support@raaroxy.com.
Your satisfaction is our top priority, please read our return and refund policy:
- We cannot refund if it occurs one of the following situations:
- Send products to the wrong address (including “return to sender”, please confirm the return address with us before returning. The return address is different from the shipping address.).
- Choose the return method for cash on delivery.
- Order the accessories or used machine.
- The machine can only be replaced once without quality issues, and the refund service will be unable to provide after replacement.
- Logistics lost orders. We will submit claims to the express company on all orders that are not received. And we need our customers to provide a Claim ID. We will not process a refund until there is any solution received from the express company. We can re-send a product to you if you want.
- Regarding cancellation, after the package is shipped out or the package is rejected, the return shipping fee needs to be paid by the customer.
30 Days Return Policy
Exchanges and returns are accepted on most products within 30 days of delivery.
1 Please refer to the following four situations for return requests:
No Quality Issues, Package Opened
If there is no quality problem with the machine (the packages are opened) but a return is requested, a 20% return processing fee will be deducted from the original cost, and the rest of the money will be refunded. Refunds will be made back to the original payment account. (the return shipping fee needs to be paid by customers)
Package Unopened
If you request a return after receiving it (the packages are not opened), we have to charge you a service fee (about 1/10 of your payment amount), which includes the original shipping fee, product loss fee, and the loss caused by inventory.
Quality Issues
If you request a return caused by a product defect, we need a video to confirm this and keep it as proof. Please send it to our email address. We will replace or refund you. Thank you for your cooperation.
Broken Package In Transit
Claims for broken packages must be made within 7 days of product delivery. Email our customer service team with package photos and confirmation. We provide compensation for usable items and resend new ones for damaged or lost machines/accessories during transportation.
2: If you want to change your machine to another one. Contact our customer service team via email and explain clearly your needs for the machine and then follow the exchange process provided by the customer service team to complete the exchange. If you want to replace the oxygen concentrator with a new one and its price is greater than the purchase price of the returned oxygen concentrator, you will need to pay the price difference;
if its price is lower than the returned oxygen concentrator, so sorry that we will not refund the price of the difference.
( Since the original machine was used already, we are not able to sell it to those in need of a new one again.)
Please note that exchange and return are only offered once on the same order except for quality issues.
RAAROXY will accept returns on merchandise sold within 30 days of purchase that has a manufacturing defect. Any product found to be defective outside of the 30-day return period will be considered an RMA for repair and will be sent to the manufacturer for repair.
Cancel Order
If you need to cancel your order for any reason please email us within 12 hours. Once the order has a tracking number, the order cannot be canceled. There will be a mandatory 10% surcharge for any canceled orders. This will cover our administrative costs.
( Normally, the order will be shipped out in 12 hours. Once our shipping system gets your order, the order will be shipped out in 12 hours. )
Wrong Shipping Address
If a customer finds that their shipping address is incorrect, including the POBOX address, please contact our customer service team ASAP and provide the correct shipping address in the email. If the package has been delivered to the wrong shipping address, we will charge you 25% of the amount. The fee is mainly caused by the product value impairment and restocking fee.
And the rest of the money will be processed back to the original payment account.
Logistics Lost Package
If an item is lost or incorrectly delivered, claims must be made within 7 days of the product’s delivery date. Please contact our customer service team via email, we are willing to help you resend the package.
- If you request a return caused by a product defect, we need a video to confirm this and keep it as proof. Please send it to our email address. We will replace or refund you. Thank you for your cooperation.
- If you request a return after receiving it (the packages are not open), we have to charge you a service fee (about 1/10 of your payment amount), which includes the original shipping fee, product loss fee, and the loss caused by inventory.
Misuse
Oxygen concentrators sometimes sustain electrical damage due to customer misuse. If you use a power inverter from 12 volts to 110 volts or from 220 volts to 110 volts, you will damage the unit. We won’t be responsible for any damage to the machine caused by this reason, so please operate according to our manual.
Concentrator Return Policy
All returns must be authorized by a customer service representative. Returns will not be accepted without proper authorization. We will provide a Return Merchandise Authorization (RMA) unique to your order. The RMA will contain our return shipping address and shipping instructions. Return shipping costs will not be reimbursed.
The return process needs to be completed according to the return guide provided by the customer service representative. During the return process, the entire process needs to be completed within 3-5 days and the return tracking number needs to be provided to the customer service team via email.
Prepaid shipping labels are only provided on orders shipped in error or with defective/faulty equipment. During the return process, you need to take a video to explain the quality problems of the machine and send it to our technical confirmation. Then after receiving the return address sent by customer service, you need to complete the entire process within 3-5 days and notify the customer service team via email of the package. has been returned.
Once the returned package is delivered, refunds will be processed within 3-5 business days. Once the refund is complete, we will send an email confirmation. Please allow 7-10 days for your bank to process the transaction from the date the refund is processed.
Accessories Return Policy
Please note that for health protection and hygiene reasons, reasons we cannot accept returns if you have changed your mind about certain products, these include but are not limited to. Oxygen Masks, Tubing and Cannula, Breathing Exercisers, Filter, Bag, Battery, Charger and Oximeter.