At Go2POC, we strive to make the return process clear and straightforward as possible. To help ensure a smooth return experience, please review the following policy before initiating a return request.

All return requests must be reviewed by Customer Service prior to shipment. Eligibility varies by product type, and certain items are not eligible for return under any circumstances. While this policy provides general return guidelines, all returns, whether new or used, are evaluated individually and approved at the sole discretion of Go2POC. Please review the Exceptions & Non-Returnable Products section before initiating a return request.

New and Unopened Products

Go2POC accepts returns on eligible new and unopened products within 30 days of delivery . Before returning any item, please review the Return Process section below, as all return requests and product eligibility must be reviewed by Customer Service prior to shipment.

To qualify for a return:

• Products must be returned in new, unopened condition and in the original manufacturer's packaging.
• A valid Return Merchandise Authorization (RMA) number is required.
• Returns received without a required RMA number are not eligible for reimbursement.

For products that are not sealed by the manufacturer, Go2POC may apply a safety label. This label must remain intact and untampered with to qualify for a return.

Approved returns may be reimbursed through either non-expiring Store Credit or a refund to the original method of payment. The reimbursement method will be determined after the returned item has been received, inspected, and evaluated in accordance with this policy.

Opened and Used Products

The following products may be eligible for return within 30 days of delivery, even if opened or used:

• PAP Machines (APAP, CPAP, and BiPAP)
• Oxygen Concentrators

A standard 15% restocking fee applies to approved returns of these products.

Eligible products must still be reviewed and approved through the Return Process outlined below. Please contact Customer Service before sending any item for return, repair, exchange, or warranty evaluation. All returns remain subject to inspection and assessment to determine final eligibility upon receipt.

Exceptions & Non-Returnable Products

The following items are considered final sale and are not eligible for return, exchange, refund, or Store Credit.

Standard Non-Returnable Items

• Bedding products, including:
  • Pillows
  • Mattress covers
  • Linens
• Similar bedding accessories
• Consumable products
• Wound care products
• Hospital beds
• Wheelchair cushions
• Commodes
• Bath products
• Suction supplies and equipment
• Patient aids
• Transfer benches
• CPAP masks

This list may not include every product classified as non-returnable.

If you receive an item that is missing, damaged, incorrect, or stolen please contact Customer Service as soon as possible.

These items may be eligible for:

• Replacement
• Non-expiring Store Credit
• Refund to the original method of payment

If tracking information indicates that a package was delivered but the item cannot be located, customers must first file a claim with the applicable shipping carrier. Once a claim has been initiated, Customer Service may be contacted for further review. Go2POC is not responsible for lost or stolen packages after delivery and cannot guarantee reimbursement, replacement, or reshipment of items reported as lost or stolen.

Any resolution offered is determined at the sole discretion of Go2POC.

Manufacturing Defects

If you believe your product has a manufacturing defect, please contact Customer Service as soon as possible, preferably within 24 hours of discovering the issue.

Our team will troubleshoot the problem and determine the appropriate next steps. If you contact us outside of business hours, please leave a message and we will return your call on the next business day.

All refund, replacement, and store credit decisions are made at the sole discretion of Go2POC.

Refunds & Store Credit

Approved returns may be reimbursed through either non-expiring Store Credit or a refund to the original method of payment.

Please note:

• Store Credit does not expire.
• Refunds are not guaranteed to be issued to the original method of payment.
• The form of reimbursement will be determined after the returned item has been inspected.
• Processing of approved returns may take up to 10 business days after receipt.
• The same item may only be returned once per customer.

Returned products must include all original:

• Packaging
• Accessories
• Components.
• Manuals
• Documentation
• Batteries
• Power supplies
• Carrying cases

The following are not eligible for reimbursement:

• Products showing normal wear and tear
• Products damaged by misuse, abuse, neglect, or accidents
• Products with water damage
• Products with smoke-related damage
• Products missing original components

Items that do not meet these requirements may be returned to the customer without reimbursement.

Return Process

A Return Merchandise Authorization (RMA) number is required for ALL returns, exchanges, repairs, and warranty claims.

How to Start a Return

1. Contact Customer Service with your order number and the reason for your return, exchange, repair, or warranty request.
2. Our team will review your request and determine eligibility based on the product type, purchase date, product condition, warranty status, and reason for return.
3. If your item is eligible , Customer Service will provide any required RMA number, return instructions, and applicable shipping guidance.
4. Include the following information inside the package:
1. Name
2. Contact information
3. Order number
4. Description of the issue or reason for return
5. For product returns, package the product securely and include any original components, accessories, manuals, and documentation when applicable.
6. For warranty evaluations or repairs, customers should send the concentrator unit only unless otherwise directed by Customer Service.
7. Ship the product according to the instructions provided by Customer Service.
8. Retain any available tracking information until the return has been received and processed.

Failure to include identifying information may delay processing.

After We Receive Your Item

1. We will inspect the returned product and verify eligibility. Any missing accessories, batteries, power supplies, carrying cases, or other components will be documented during the inspection process.
2. If additional evaluation is required, the item may be sent to the manufacturer or an authorized repair facility.
3. If repair charges apply, you will be contacted with a repair estimate. Any applicable repair charges must be approved and paid before any work is performed.
4. Once processing is complete, an approved replacement, repaired product, Store Credit, or refund will be issued when applicable.
5. Tracking information will be provided when available for replacement or repaired items.

Shipping Costs

Original shipping charges, including expedited shipping fees, are non-refundable. Return shipping costs are generally the responsibility of the customer. Shipping charges are refundable only when a return results from an incorrect shipment sent by Go2POC.

Manufacturer Warranty

Certain products may be covered by a manufacturer's warranty.

Covered products may include:

• Mobility Products
• Oxygen Equipment
• Sleep Therapy Equipment

Warranty Claims

If a covered product malfunctions

1. Contact Customer Service at 1-833-POC-4YOU to verify warranty eligibility.
2. If the product qualifies, an RMA number will be issued.
3. Follow the instructions provided for evaluation and processing.

Please note:

• Warranty determinations are made solely by the manufacturer.
• Customers are responsible for shipping costs associated with warranty claims.
• Repair or replacement timelines vary by manufacturer and may take up to four weeks.

Rental machines may be available during the repair period. Contact Customer Service for availability.

Warranty Exclusions

Manufacturer warranties do not cover:

• Misuse
• Water damage
• Abuse
• Neglect
• Accident damage
• Unauthorized modifications
• Damage resulting from improper operation or storage

If misuse or water damage is identified, the customer may choose one of the following options:

1. Have the product returned.
2. Pay for repairs authorized by the manufacturer.
3. Purchase a replacement product at the current listed price.

Need Help Before You Buy?

We're here to help you choose the products that best fit your needs before placing an order.

Contact Customer Service if you have questions regarding:

• Product compatibility
• Product selection
• Sizing
• Replacement parts
• Accessories

Questions or Concerns?

If you have questions regarding returns, warranties, reimbursement eligibility, or product compatibility, please contact Customer Service.

• Phone: 1-833-POC-4YOU
• Email: info@Go2POC.com

You can also review our Terms & Conditions for additional information.