Oxygen Tube

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at coxtodservice@hotmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Attention please:

1. shipping fees are non-refundable and the cost of return shipping is the responsibility of the customer.Items sent back to us without first requesting a return will not be accepted.

2. Free shipping order will be deducted the original shipping fee upon the refund. The return shipping fee need to be paid by yourself.

3. If you request a return&refund, we will charge you a service fee based on your payment amount. The fee is mainly caused by the product value impairment and restocking fee.

4. If you request a return caused by a product defect, we need a video to confirm this and keep it as a proof. Please send it to our email address. We will replace or refund for you. Thank you for your cooperation.

5. If you request a return after receiving(the pacakges are not open),we have to charge you a service fee (about 1/10 of your payment amount),it includes original shipping fee,product loss fee and the loss caused by inventory occupation

6. If you request a return caused by a product defect, we need a video to confirm this and keep it as a proof. Please send it to our email address. We will replace the new product or process the refund for you. Please contact us within 30 days after receiving your parcel.

You can always contact us for any return question at coxtodservice@hotmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds Policy

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We cannot refund if it occurs one of the following situations:

1. Send products to the wrong address (including “return to sender”, please confirm the return address with us before returning.
2. The return address is different from the shipping address.).
3. Choose the return method for cash on delivery.
4. Order the accessories or used machine.
5. The machine can only be replaced once without special situation, and the refund service will be unable to provide after replacement.
6. 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 refund until there is any solution received from the express company. We can re-send a product to you if you want.
7. Regarding cancellation, after the package is shipped out or the package is rejected, the return shipping fee needs to be paid by customers.

Refund Process

1. Contact us: email: coxtodservice@hotmail.com / phone:+8615838316518, let us know your order number and the reason for the refund.
2. If you want to claim a return for quality issue, we need a video to confirm this and keep it as a proof.
3. After we confirm and accept your application for returning or replacing, we will send you the return address.
4. Send the product back, and please email us the tracking number.
5. The refund will be completed within 48 hours after we receive your return product.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

The refund will be processed to your original account. The refund time will be different because of bank transfer system. If the refund time beyond this time limit, please contact the your bank system or your issuing bank for further information.

Cancel the order

Before shipment: please email us ASAP, and name the email "Cancel Order". We always handle this kind of emails firstly.

After shipment: unfortunately the order cannot be canceled after shipment. Please firstly email us to ask the return address and sign the package, and then sent it back to the certain return address we give you.

Daily maintenance of oxygen generator

1. Regular cleaning of the humidification bottle
Cleaning time: (5-7 days in summer, 7-10 days in winter)
Cleaning method: soak in vinegar or white vinegar with water for 15 minutes, then rinse with clean water.

2. Regular replacement of humidified bottled water
Replacement time: (1-2 days in summer, 3-5 days in winter)
Humidifying water: distilled water, purified water, cool boiled water.

3. Regular cleaning and replacement of filters
Cleaning and replacement time:
The primary filtration is 7-10 days as a cycle, and it is cleaned and replaced regularly; the secondary filtration is 10-15 days as a cycle, and it is cleaned and replaced regularly.

Cleaning and replacement method:
Remove the filter, then take out the filter cotton inside the filter, and replace the spare filter cotton. The replaced filter cotton can be cleaned with common household cleaners, and dried and stored for use in the next replacement. Do not install on the machine immediately after cleaning.

4. Parts cleaning
When the accessories that are in direct contact with the patient, such as nasal oxygen tubes and nebulizers, are reused, necessary cleaning and disinfection should be carried out. Never use the same nasal oxygen tube or nebulizer with more than one person.

5. Keep it dry
The whole machine should be kept dry, ventilated and clean. The machine can be wiped clean. It is forbidden to use any lubricating oil or grease.

6. Use with ventilator
For example, when the oxygen concentrator and the ventilator are used together, the humidification bottle of the oxygen generator needs to be removed and used directly with the ventilator.