Refund Policy

The short version

If the equipment does not work, we replace it — you should never be left paying for a device that is not running. If you cancel before delivery, you are not charged. If you return early, we stop the rental from the day we collect. Your security deposit comes back after collection, minus anything owed for damage or missing accessories.

The sections below set that out in detail.

Security deposit

Where a refundable security deposit applies, it is confirmed in your quote before delivery. It is held against damage, loss and unpaid rental — it is not an advance payment of rent.

• The deposit is refunded after we collect the equipment and inspect it.
• We refund it to the same payment method you paid with, wherever possible.
• We aim to process deposit refunds within 7 working days of collection.
• We may deduct amounts owed for damage beyond normal wear and tear, missing accessories, or unpaid rental — and we will tell you what was deducted and why.

Cancelling before delivery

• Cancel before the equipment leaves for delivery and any advance payment is refunded in full.
• If our vehicle has already been dispatched, a delivery charge may apply to cover the trip.
• The fastest way to cancel is to message us on WhatsApp so it is timestamped.

Returning equipment early

You can end a rental early at any time — just tell us so we can schedule collection.

• The rental is charged until the day we collect the equipment, not the day you stop using it. Please tell us promptly.
• For monthly rentals, any unused full months paid in advance are refunded.
• Part-months are charged pro rata against the applicable rate.
• Installation charges already incurred are not refundable.

Faulty or unsuitable equipment

Our first response to a faulty device is always replacement, not a refund — because an interruption in therapy matters more than the money.

• Report a fault on our 24×7 support line and we will replace the unit as quickly as we can reach you.
• You are not charged rental for time the device was unusable and we were unable to replace it.
• If the device delivered does not match what was agreed, tell us within 48 hours of delivery and we will exchange it or refund what you paid for it.
• If we cannot supply a working device at all, we refund the rental for the affected period in full.

What is not refundable

• Consumables that have been opened or used — nasal cannulas, masks, circuits, suction catheters, electrodes and similar items. These cannot be re-issued for hygiene reasons.
• Rental for periods during which you had working equipment in your possession.
• Installation and delivery charges once the visit has been carried out.
• Charges for damage, loss or missing accessories.

How to request a refund

Contact us on any of the following and quote the patient name and the device you rented:

• WhatsApp: +91 88608 66606
• Phone: +91 88608 66606 (Vansh Tanwar) or +91 88600 33002 (Abhishek Bhati)
• Email: oxyprimegroup@gmail.com

We acknowledge refund requests within 2 working days and tell you the amount and the timeline. Once processed, your bank or card provider may take a few additional days to credit the money.

If you are not satisfied

If you disagree with a deduction or a refund decision, ask for it to be reviewed — write to oxyprimegroup@gmail.com with the details and we will look at it again and explain our position in writing. Nothing in this policy limits your rights under Indian consumer law.