American Medical Customer Satisfaction and Return Policy

Updated:July 27, 2020

At the Oxygen Concentrator Store by American Medical, we want our customers to be happy with our products and service. This customer satisfaction policy allows you to return or exchange any item you purchase from us within 14 days of receipt of order. We strongly encourage you to immediately inspect and use your concentrator to make sure that it is fully functional and meets your needs, because our customer satisfaction policy is time-dependent.

In addition, please read the manual that is included with your shipment. It has helpful information with regards to maintaining your unit as well as important warranty information.

When your unit arrives: 

Immediately inspect the box for damages and unpack your unit/accessory. Please call us within 48 hours if you have a packaged damaged due to shipping. We cannot be responsible for shipping damages if you wait longer than 48 hours after your unit/accessory arrives to let us know. We apologize for any inconvenience.

Please contact our customer support department at 877-303-9289 if you wish to return your unit, as all returns require a return authorization.

Our 100% customer satisfaction policy is valid as follows:
  • Remains in similar condition as when it was sold.
  • Has not been used in a smoke-filled environment. Please note: AMSR has sole determination of smoke odor.
  • Fewer than 10 hours have been added to the unit from time of purchase.

0 - 7 days after arrival - 100% refund (excluding shipping) 

We want our customers to be happy with their purchases, and we will refund your money 100% (excluding shipping costs) for all equipment returned. To qualify for a 100% refund (excluding shipping) we must see that the package is visible in transit in the UPS tracking system on or before the seventh day. During those 7 days, we encourage you to test-run your unit for up to 10 hours to ensure it fits your needs and is functioning properly.

8 - 14 days after arrival

If you determine between 8 days and 14 days after you receive the order that you would like to return it, we will assess a restocking/damage fee of a minimum of 25%. To qualify for any refund amount (excluding shipping) we must see that the package is visible in transit in the UPS tracking system on or before the fourteenth day.

We will provide you a return shipping label (and deduct the cost from your refund). The UPS label is provided as a cost-saving and security measure for our customers. If you choose to ship your return via a different method, you must insure the package for its full value and provide us with a verifiable tracking number. It will not be considered in transit until we receive a tracking number. You will be responsible for any lost, damaged or missing packages.

After 14 days: 

We are sorry, but after 14 days we cannot refund or exchange your unit or accessories. The Oxygen Concentrator Store offers a buyback program for unwanted and unneeded concentrators when inventory is needed. Please email buyback@amsrco.com or call 855-838-0923 for additional information.

Please note: 
  • All items returned without a return authorization number, including items returned to us for refusal of delivery, are subject to a minimum 25% restocking fee.
  • 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, for example, you will damage the unit. In these cases, and all instances of customer-caused damage, the customer is responsible for all parts, labor, and shipping charges to return the unit to us for repair.
  • All new units come with a factory warranty. Warranty repairs will be quickly handled by our customer support department.
  • Certain items are marked as non-refundable. Included, but not limited to: cannulas, tubing, CPAP masks, special orders, and close-out specials.
Please call 877-303-9289 to contact customer service if you require assistance. For other inquiries, please call 877-644-4581. We look forward to serving you. Thanks for choosing the Oxygen Concentrator Store by American Medical!

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