Returns & Refunds Policy

Effective 14:00 29.10.20

To return a product, please first read through the following terms and conditions.

Return Policy

At O-2Go, we strive to ensure that you are satisfied with your purchase of our oxygen cans. However, we understand that there may be occasions when you need to return items or cancel an existing order.

Items Damaged in Transit

If any items were damaged during transit, please report this to us within 7 working days of receipt. (For our business customers, this must be reported within 48 hours.)

If the items or their packaging are visibly damaged upon receipt, we recommend that you note this on the courier’s delivery note. Whenever possible, items should be returned in their original packaging and include all accessories and documentation.

Items damaged during transit should not be used.

For returns of large or bulky items, or hazardous goods, please contact us at 01785 338133, and we will arrange a collection on your behalf.

Once the damaged items are received back at our warehouse, we will issue a replacement or a full refund via your original payment method.

Items Faulty on Arrival

If your oxygen cans are faulty upon arrival, please notify us within 7 calendar days of discovering the fault. (For business customers, please report within 2 calendar days.)

Whenever possible, items should be returned in their original packaging, complete with all accessories and documentation.

Once the fault is verified, we will issue a replacement or a full refund via your original payment method.

We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you. In this case, you will be responsible for the return carriage costs.

Items Faulty in Warranty Period

If your oxygen cans develop a fault after more than 30 calendar days from receipt, and the item is still within its warranty period, you are entitled to a warranty replacement.

For business customers, all warranty claims after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated).

If You Change Your Mind (UK and EU Deliveries Only)

If you are a private buyer, you have the right to cancel any contract made with us. The cancellation period ends 14 days after the day on which the goods are delivered to you. If you ordered multiple items in one order and they are delivered separately, the cancellation period ends 14 days after the last of the goods is delivered.

To cancel your order, please contact us in writing. You are not required to give a reason for cancellation, but providing feedback may help us improve our services in the future.

Please note: We reserve the right to refuse cancellation for the following:

• Goods that are customized to the consumer’s specifications.

For health protection and hygiene reasons, we cannot accept returns if you have changed your mind on the following products: Oxygen Cans, Oxygen Masks, Tubing and Cannula, Breathing Exercisers.

Once you have informed us of your decision to return goods under the Consumer Contracts Regulations 2014, you have 30 calendar days to return the items at your own expense.

Once the item is received, we will issue a full refund for the product, either by cheque or to your original payment method.

This policy has some limitations and does not apply to business customers.

For returns from business purchasers, a re-stocking fee of 30% of the item value (excluding VAT and delivery charges) will be deducted. Returns are only accepted within 7 days of receipt of the order.

Still Need to Return an Item?

You can request a return by calling us at 01785 338133.

Additional Terms

In addition to this policy, please refer to our general terms and conditions of sale, particularly section 13 below:

Returns, Cancellations, and Refunds

13.1 For all details of O-2Go’s returns and cancellation policy and procedures, please refer to our full terms and conditions.

13.2 We ask that returns are sent in an unused and unopened condition. Items returned to us opened or used may not qualify for a refund.

13.2.1 A deduction may be made if the value of the goods has been reduced due to handling more than necessary, similar to what would be allowed in a physical store.

13.3 Please note that any items returned to us claimed to be faulty or incomplete will be checked and verified by our technicians. If found not to be faulty or incomplete, the items will be returned to you, and you will be charged for the return carriage costs and an inspection fee via your original payment method.

13.3.1 In the event that your credit card has expired or is declined, we will hold the item(s) until full payment has been made for the return carriage.

13.4 Any items returned to us are at your own risk. We strongly advise all customers to take reasonable care when returning items, such as ensuring the goods are correctly addressed, adequately packaged, and sent via a reputable carrier with tracking and proof of delivery.

13.5 All returns or cancellations from business purchasers will be subject to a 30% cancellation/re-stocking fee. Returns must be notified and made within 7 days of receipt of the order.

13.6 Special order, bespoke, or customized items may not be returned or canceled.

13.7 Refunds will be made within 14 days of our receipt of returned or canceled items.