Return & Refund Policy

At POCOxygen, we want you to feel confident in your purchase. If your portable oxygen concentrator isn't the right fit, we offer a straightforward 30-day return and refund process.


30-Day Return Window

You may request a return for a full refund within 30 days of the delivery date. Requests submitted after this window cannot be accepted.


Return Requirements

To qualify for a refund, your return must meet all of the following conditions:

  • The product is shipped back in its original packaging (box, inserts, and cushioning included).
  • All accessories included with your order — such as the power adapter, carrying case, cannula, filters, manual, and any other included items — must be returned. Returns with missing accessories cannot be fully refunded.
  • The device shows no damage, scratches, or cosmetic wear. Items that have been dropped, scuffed, or otherwise marked will not qualify for a refund.
  • The unit is in the same working condition as when it was received.

We reserve the right to deny a refund, or to deduct the value of missing accessories or an amount for damage/cosmetic wear, if these requirements are not met.


How to Start a Return

  1. Contact us first. Email our support team at support@pocoxygen.com with your order number and the reason for your return. Please do not ship any item back before contacting us.
  2. Receive your RMA number and return address. Once your request is reviewed, we will issue you a Return Merchandise Authorization (RMA) number along with the correct return shipping address.
  3. Pack and ship your return. Repack the product in its original packaging with all accessories included, clearly mark the RMA number on the outside of the package, and ship it to the address provided. We recommend using a trackable shipping method, as we cannot be responsible for packages lost in transit.

Returns sent without an RMA number, or shipped to an address other than the one provided, may be delayed or refused.


Inspection & Refund Timeline

Once we receive your return, our team will inspect the product and accessories to confirm the conditions above are met. Refunds are issued within 3 business days of a successful inspection, to your original payment method.

You'll receive an email confirmation once your refund has been processed. Please allow additional time for your bank or payment provider to post the funds to your account.


Return Shipping Costs

Return shipping costs are the customer's responsibility unless the return is due to a defect or an error on our part.


Non-Refundable Situations

We're unable to issue a refund if:

  • The 30-day window has passed.
  • The product is returned without an RMA number.
  • The original packaging or any accessories are missing.
  • The product shows damage, scratches, or other cosmetic/functional wear not present at delivery.


Damaged or Defective Items

If your product arrived damaged or defective, please contact us within 7 days of delivery with photos of the issue. We'll work with you on a replacement or refund outside of the standard process above.


Questions?

Our support team is happy to help. Reach us at support@pocoxygen.com.