At Vital Care USA, we prioritize delivering exceptional products and ensuring our customers are fully satisfied. In the event that your order does not meet your expectations, our streamlined return process is here to assist you. Below is a detailed breakdown of our return and refund policies.
Returns Made Easy
You have 30 days from the purchase date to initiate a return. To qualify for a return, the item must be in its original, unused state and packaging. Items that have been damaged or altered from their original condition may not be eligible for a refund.
Getting Started with Returns
To begin, reach out to our dedicated support team to obtain a return authorization.
Return shipping costs are the responsibility of the customer. If a return is approved, Vital Care USA will provide the approved return address and issue a prepaid return shipping label when applicable. Return eligibility, routing, restocking fees, and inspection requirements may vary by product and manufacturer. Customers should not ship items back using their own labels unless explicitly instructed to do so by our support team.
For non-defective / remorse returns, return shipping costs are not refundable. If a prepaid return label is issued by Vital Care USA, the cost of return shipping will be deducted from the refund amount.
Shipping charges from the original order are non-refundable.
Our Refund Process
Once we receive and thoroughly inspect the returned item, you’ll receive an email update regarding the status of your return. Approved returns will be refunded to your original payment method within 5 business days.
Refunds are not issued based on shipment alone and are contingent upon successful receipt and inspection at an approved return facility. Shipping a medical device back without authorization can delay or invalidate the return.
Restocking Fees
All approved returns are subject to a 20% restocking fee, which will be deducted from your refund. This helps cover inspection, handling, and processing costs.
Certain manufacturers impose mandatory restocking fees that exceed our standard rate. For products manufactured by O2 Concepts (including Oxlife units), approved returns are subject to a 25% manufacturer restocking fee, which will be deducted from the refund amount. This fee is required by the manufacturer and cannot be waived.
Refunds may be subject to multiple deductions, including applicable restocking fees and non-refundable return shipping costs, depending on the product, manufacturer requirements, and return reason.
Missing or Delayed Refunds
If you haven’t seen your refund after the anticipated processing period, we recommend checking your bank account or contacting your credit card issuer. Keep in mind that certain banks may take additional time to post the refund. If you're still having issues, feel free to reach out to us at support@vitalcareusa.com, and we’ll assist you promptly.
Exchange Policy
In the unfortunate event your item arrives defective or damaged, we will arrange an exchange for the exact model. To start the process, contact our support team with a detailed description and accompanying photos of the issue.
Return Condition Requirements
Returned equipment must include all original components, accessories, manuals, batteries, power supplies, and packaging. Returns missing items or showing signs of wear, odor, misuse, or bodily contamination may be subject to additional deductions or deemed non-refundable.
Condition of Returned Medical Equipment
Due to the nature of medical equipment, any item that has been opened, powered on, worn, or used is considered used, even if only briefly. This applies even if the unit was powered on briefly for testing purposes.
Opened or used items may not be eligible for a full refund and are subject to inspection, restocking fees, or return denial based on condition.
Items that are damaged, altered, incomplete, or not in resalable condition may not qualify for a refund.
Smoke-Free Use Requirement
All returned equipment must have been used only in a smoke-free environment.
Any unit that shows evidence of exposure to smoke — including cigarette, cigar, cannabis, or other smoke odors — is not eligible for return or refund.
If returned equipment smells of smoke or shows signs of smoke exposure, the return/trial period will be forfeited and no refund will be issued. We cannot accept or resell equipment used in a smoking environment due to hygiene, safety, and manufacturer standards.
Non-Defective / Remorse Returns
Returns requested due to personal preference or suitability — including but not limited to comfort, perceived weight, ease of use, portability, physician recommendation changes, insurance coverage issues, or a determination that the product is not a good fit — are considered non-defective (remorse) returns.
These returns are subject to inspection and applicable restocking fees.
Product Specifications Disclaimer
All product specifications, including weight, size, and performance details, are provided directly by the manufacturer. Perceived weight, comfort, or usability may vary by individual and do not constitute a defect.
Special Circumstances
In the event of patient death or medical incapacity after delivery, returns are handled on a case-by-case basis. Opened or used equipment remains subject to inspection, restocking fees, and manufacturer hygiene standards. Full refunds cannot be guaranteed for equipment that has been opened, used, or cannot be resold.
Order Cancellations
Orders may be cancelled at no cost before the item ships. Once shipped, the order must go through the return process.
Prescription-Related Refunds
If a valid prescription is not provided within 30 days, the order may be cancelled and refunded in accordance with our inspection and restocking terms.
Refunds Related to Shipping Problems
- If the shipment is lost or confirmed undeliverable, customers may choose a replacement or refund.
- If delivery is delayed beyond policy timelines and you no longer wish to wait, returns will follow the standard refund rules once the product is returned.
Non-Returnable Situations
- Evidence of misuse, contamination, or unsanitary condition
- Exposure to smoke, strong odors, or pet contamination
- Equipment missing major components or showing heavy wear
- Units altered, opened internally, or modified
Manufacturer Warranty
Defects occurring after normal use may be covered by the manufacturer’s warranty. In those cases, repairs or replacements are coordinated through the warranty process rather than through refunds.
Returning by Mail
Customers must contact Vital Care USA Support before returning any item. The approved return address will be provided by Vital Care USA after return authorization is completed, along with a prepaid return shipping label when applicable. Return eligibility, routing, and processing requirements vary by product and manufacturer.
Return authorization is required and includes confirmation of the correct return address and issuance of a prepaid return shipping label when applicable. Items shipped without authorization, before a return label is issued, or to an unapproved address may be refused, delayed, or deemed ineligible for a refund.
Unless the product was damaged or defective upon delivery, customers are responsible for return shipping costs. For non-defective / remorse returns, when a prepaid return label is issued by Vital Care USA, the cost of return shipping will be deducted from the refund amount.
Get in Touch
- Email: support@vitalcareusa.com
- Phone: +1 712-435–1306
- Support Hours: Monday to Friday, 9 AM – 5 PM
- Corporate Business Address: 421 W Broadway, Council Bluffs, IA 51503, United States
We are committed to making your shopping experience seamless and satisfactory. If you need any assistance or have questions about your return, don't hesitate to contact our friendly support team!