Refund policy

Thank you very much for purchasing our products. All of our products support return policy except accessories and second-hand products. Before you apply for a return or refund, please read our return and refund policy to confirm that your order supports return.

Please contact us at info@higreenhealth.com after you confirm the return or exchange. Our customer service staff will tell you the process of return and exchange. (We will not accept orders that customers return without contacting in advance)

If one of the following situations occurs, we cannot refund:

1. Send the product to be returned to the wrong address (including "Return to Sender", please confirm the return address with us before returning. The return address is different from the shipping address.).
2. Choose a cash on delivery return method.
   
3. The machine can only be exchanged once without quality problems, and no refund service will be provided after the exchange.
4. The returned product must be fully packaged and the accessories must not be damaged. We will check the return package after receiving it. If there are any missing accessories or incomplete packaging, we will return the product and no refund will be given.
5. Order lost in logistics, we will file a claim with the courier for all unreceived orders, and require the customer to provide a claim number. If you need, we can resend the product to you.

Note:

• The logistics costs incurred by returns or exchanges need to be borne by the customer.
  
• Orders that are more than 1 month old cannot be returned for refund or exchange.
• Except for quality issues, only one exchange or return is provided for the same order. After the exchange, it cannot be returned.
• The original shipping fee needs to be deducted for the return refund or exchange of free shipping orders. The original shipping fee is calculated based on the total weight of the goods: weight ≤ 10lbs, the original shipping fee is $60; weight between 11-20lbs, the original shipping fee is $90; weight between 21-30lbs, the original shipping fee is $120; weight ≥ 31lbs, the original shipping fee is $150.

Please refer to the following situations for return application:

1. No quality problems, the package has been opened
   If the machine has no quality problems (the package has been opened) but requires a return, we will deduct the original shipping fee and a return processing fee of 20% of the original price of the product. The rest of the money will be refunded. The refund will be returned to the original payment account. (The product in this case can no longer be sold as a new product, but can only be sold as a second-hand product)
2. The package is unopened
   If you request a return after receiving the product (the package is unopened), we will deduct the original shipping fee and a service fee of 10% of the original price of the product. The rest of the money will be refunded. The refund will be returned to the original payment account.
3. Quality problems
   If you request a return due to product defects, we need a video to confirm and keep it as evidence. Please send it to our email address. We will replace or refund you. Thank you for your cooperation.
4. Machine/Accessories Caused by Transportation
   Internal damage caused by transportation must be raised within 7 days of product delivery. Please send a package photo and confirmation to our customer service team by email within 3 days. We will refund you a replacement machine or accessory. Customers can also choose to return the refund until the delivery is completed. We will not process a refund until we receive any solution from the courier company.
5. Product Failure or Missing Accessories
   If you receive the wrong product or accessories are missing in any order due to our error, please provide us with pictures of the items you received and we will replace or repack them for additional costs. Please contact us within 3 days after receiving the items to arrange the replacement. (We will not accept additional requests for missing accessories after 3 days of product delivery)

Exchange Request

If you want to exchange the machine for another one. Contact our customer service team by email and clearly state your needs for the machine, and then follow the exchange process provided by the customer service team to complete the exchange. If you want to replace the oxygen concentrator with a new one, and its price has exceeded the purchase price of the oxygen concentrator, you need to pay the difference.

Cancelling an Order

Before Shipping: Please email us as soon as possible with the subject line "Cancel Order". We always prioritize such emails. We will deduct a handling fee of 10% of the original price of the product for such cancellations.

After Shipping: Unfortunately, orders cannot be cancelled after they have been shipped. Such orders will be treated as return orders. Please contact us immediately after you receive the package and we will guide you to return the product. For such cancellations, we will deduct the original shipping fee and a return processing fee of 10% of the original price of the product.

Note: Please do not unpack the package after receiving it. Otherwise, the product will be sold as a second-hand product. We will deduct the original shipping fee and a return processing fee of 20% of the original price of the product.

Wrong Delivery Address

If customers find that their delivery address is incorrect, please contact our customer service team immediately. And provide the correct delivery address in the email. If the package is sent to the wrong delivery address due to lack of timely contact, unfortunately we will not refund, return or exchange such orders. All responsibility is borne by the customer.

Lost parcel

If the item is lost or wrongly delivered, a claim must be made within 7 days of the product delivery date. Please contact us immediately, we will file a claim with the courier for all unreceived orders and require the customer to provide a claim number. Refunds will be returned after the claim is closed. We can resend the product to you if you need.

Misuse

Some products such as oxygen concentrators sometimes suffer electrical damage due to customer misuse. If you use the power inverter from 12V to 110V or 220V to 110V incorrectly, you will damage the device. We will not be responsible for damage to the machine caused by this reason, so please follow our manual.

Refund process

Contact us: Email: info@higreenhealth.com, inform your order number and reason for refund. If you want to apply for a return due to quality issues, we need a video to confirm and keep it as evidence. After we confirm and accept your return or exchange application, we will send you the return address. Send the product back and please send us the tracking number by email. The refund will be arranged within 48 hours after the product is scanned to the warehouse.

Note: Please contact us by email before returning to request the return address. Do not send the product back to the original shipping address on the package. This is not our return address. If you return the product to this address, we will not accept it and the consequences will be borne by the customer.

Refund Time

Refunds will be credited to your account within 3 business days of receiving your return. If you have previously opened a dispute on PayPal or filed a lawsuit on your credit card, please withdraw your dispute or lawsuit so that we can successfully refund you. Refunds will be processed to your original account. Refund times vary depending on PayPal or credit card systems. If the refund takes longer than this time limit, please contact PayPal or your card-issuing bank for more information.