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Returns & Refunds Policy


Effective 14.00 29.10.20

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

Return Policy

We hope that you will be pleased with your purchases from The Oxygen Store.

However, there may be occasions when you will need to return items to us or cancel an existing order.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers).

If the items or their packing are visibly damaged on receipt, we recommend that you sign the courier’s delivery note and indicate the damage accordingly. We ask that wherever possible Items should be returned in their original packaging and complete with all accessories and documentation.

Items damaged during transit should not be used.

For large and bulky items, or Hazardous goods returns please call us on 0345 100 0084 and we will arrange a collection on your behalf.

Once received back into our warehouse, we will issue a replacement or full refund to you via your original payment method.

Items Faulty on Arrival

If your items are faulty on arrival, we ask that you advise us within 7 calendar days of the potential fault (please note that for our business customers, this is 2 calendar days).

We ask that wherever possible Items should be returned in their original packaging complete with all accessories and documentation.

Once we have verified the fault, we will issue a replacement or full refund to you 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 instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it is more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.

For business customers all warranty repairs 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.If you have ordered goods from us, the cancellation period ends at the end of 14 days after the day on which the goods are delivered to you. If you have ordered multiple items in one order and they are delivered separately, the cancellation period ends at the end of 14 days after the day on which the last of the goods are delivered to you.


To cancel your order please contact us. We advise you contact us in writing.You do not have to give any reason for cancellation. However, a brief explanation may help us to improve the service we offer to customers in the future.


We reserve the right to refuse cancellation in respect of the following:


  • sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery
  •  goods that are made or customized to the consumer’s specification


We will refund the price of the goods and original delivery costs in full. However, we reserve the right to refund only standard delivery charges if you chose a more expensive delivery method.

Please note that for health protection and hygiene reasons, reasons we cannot accept returns if you have changed your mind on certain products, these include but are not limited to.

Oxygen Cans, Oxygen Masks, Tubing and Cannula, Breathing Exercisers.

Once you've informed us that you wish to return goods under the Consumer Contracts Regulations 2014, you have 30 calendar days to do so, 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.

Please note this policy has some limitations and does not apply to business customers.

For order returns from Business Purchasers we deduct a re-stocking fee of 30% of the item value, excluding VAT and excluding delivery charges 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 on 0345 100 0084


In addition to this policy you should also refer to our general terms and conditions of sale, in particular section 13 below;

13. Returns, Cancellations and Refunds

13.1 For all details of the Supplier´s returns and Cancellation policy and procedures please click the link below:


13.2 We ask that returns are sent in an unused and un-opened condition, items returned to us opened and used may not qualify for any refund.

13.2.1 A deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in our Showrooms or a shop.

13.3, Pease note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete will be returned to you and we shall be entitled to charge you 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 that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier and you have a tracking no and proof of delivery provided.

13.5 All returns/ Cancellations from Business Purchasers will be subject to a deduction of a 30% cancellation/ re stocking fee. Returns must be notified and returned within 7 days of receipt of the order. 

13.6 Special Order Bespoke or customised items may not be returned or cancelled.

13.7 Refunds will be made within 14 days of our receipt of returned/cancelled items.


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