Refund policy

Refunds, returns, and exchanges

As we do not accept returns, can products that are damaged or incorrect orders be returned?

All sales are considered final, unless there is damage to an item, or the item delivered isn’t what was ordered. In the event that a patient order is incorrect or arrives damaged in any way,  they will need to contact the VitalAire support team via email  vahomecare.on@airliquide.com and RHS serviceforlife@airliquide.com with the order number and a photo of the item’s condition. We address these on a case-by-case basis, at local clinics, but will replace and reship items that are incorrect or damaged. 

Return Policy for Unopened or Damaged Items

**Conditions for Returns:** 

Returned items must be unopened and in their original packaging. 

**Eligibility for Returns and Contact Information:** 

Patients are eligible for returns only if they receive an incorrect item, order the wrong product or size, or receive a damaged item. To initiate a return, they must email us, providing the order number via  vahomecare.on@airliquide.com and RHS serviceforlife@airliquide.com or "Contact Us" form. This must be done within 10 business days after the item is delivered. 

WE DO NOT ACCEPT RETURNS IN THE BRANCHES. 

**Shipping Instructions:**

A- If the error is on our part (e.g., incorrect item or damage during shipping), we will send a replacement before receiving the original item back. In these cases, patients will receive a credit, refund or promotional code to cover shipping costs.

B- If the return is not due to our error (e.g., you ordered the wrong product), we require the patient to send the product back at their own expense. Only after we receive the returned item will we send the correct product.