Return Policy

Unless stated otherwise in a product description, returns fall under our General Return Policy below. Return policy information that appears on an individual product page supersedes this policy except for our general policy on shipping fees that appears below. We encourage you to check the bottom of the description of the item you are ordering to see if there are special restock and return notices required by our manufacturers. Acceptance of this return policy includes acceptance of individual product notices.

Category-wide exceptions include:

Water Products: Water dispensers, water purifiers, water filters or any item that is designed to hold water including ceramic or porcelain water dispensers and plastic cartridges and water bladders are not returnable due to FDA sanitation regulations which prohibit the reselling of such an item due to hygienic regulations. If a water filter is still in its sealed wrapper, it can be returned within 10 days of purchase. Restock fees of up to 25% may apply.

Oxygen and Ozone: Oxygen products including Oxia, oxygen concentrators, steam saunas including the Portable Home Steam Sauna and Steam Sauna Pro, tanks, regulators and accessories and ozone therapy equipment, glassware and ozonated oil cannot be returned due to FDA sanitation regulations. A minimum 25% restock fee will apply for special considerations. Special order modifications of the O3Elite are neither refundable nor returnable. Cancellations are subject to a minimum 15% restock fee.
Oxygen Concentrators shipped to locations other than N. America, Hawaii, Alaska or Puerto Rico are not warranteed nor guaranteed to operate due to the fragility of this machine when in transit. We do not recommend nor encourage customers outside of these locations to purchase these machines, but if they wish to purchase these units, they are totally responsible for repair costs.

Any special order products that Promolife does not list on our website or in the catalog or all products that are discontinued, blemished or returned and therefore sold with a discounted price are not returnable.

Discount Package Purchases: Package purchases usually are discounted. If you wish to return only part of the package, then the items not returned revert to their original prices and the refund will be calculated accordingly.

General Return Policy

If you are not satisfied with your order you may return it within 30 days of receipt of your shipment for a refund minus shipping and handling charges. There is a minimum 5% restock fee on all returned items over $200. Other exceptions may apply. Items must not be used and must be in salable condition with no marks, tears, scratches or erasures on the original product and package to avoid higher restock fees or refusals. Items returned within this time frame that are damaged and not in salable condition will be sent back to the customer. A Return Authorization Number is required before an item can be returned - click here for information on getting your RA#.

There is a minimum 5% restock fee on items that are refused when delivered or canceled after the item is ordered and/or shipped, or if you provide an incorrect shipping address. In addition, all shipping charges will be deducted from your refund. These fees also apply to all "free shipping" orders.

We carry many products from many suppliers who have their own restock/refund policy that Promolife must comply with. Exceptions appear on individual product pages at the bottom of the description. If you are unsure of the refund policy of a product you wish to purchase, we encourage you to contact us. Please call 1-888-742-3404 or email at info@promolife.com.

Warranty issues

Most products carry a one year manufacturer’s warranty. Products with exceptions are usually listed on the product page. During the first 30 days after purchase we will assist you with any warranty issues and there will be no shipping cost to you. After 30 days warranty issues are handled by the manufacturer. Most often the manufacturer will not cover shipping costs for warranty issues.

International customers are responsible for shipping costs when sending their product to and from Promolife for repair or replacement.

General Return Policy Shipping Notices

Promolife offers free shipping on most items but due to the rising costs of shipping we must deduct the amount it costs us to ship the product to your door from your refund. This applies to all returns unless otherwise noted. You are required to ship the item back at your expense.

If a product is lost and the item(s) is shown as "delivered" to the recipient's address by the shipping company (UPS, USPS, FedEx) and the recipient requests a refund and no longer wants the product, an investigation into what happened to the product will be required and settled before a refund can be issued to the recipient. If the customer still wishes to receive the product, a replacement product will be sent. If a customer requests that we ship without a signature required on a package and tracking shows "delivered," the customer assumes full responsibility for loss of product(s) and no refund will be given. It is the customer's responsibility to notify us promptly that the item was never received.

If a large shipment is shipped via Freight and you schedule a delivery date but are not available or not capable of accepting the shipment for any reason, the shipping company will charge us a redelivery charge. This redelivery charge will be the receiver's responsibility and Promolife will be authorized to charge this amount to your account (credit card, purchase order, etc). If the freight delivery has arrived and the customer is not available for delivery, it is the customer's (receiver's) responsibility to pay any storage costs charged by the delivery company. If the customer does not wish to pay this fee the shipment will be shipped back to the shipper and the customer will be responsible for all round trip shipping costs and any restock fees.

Return Authorization Numbers and Shipping Returns

Please call 1-888-742-3404 (or 1-479-442-3404) or fill out a support ticket for a return authorization number which must be written on the return label or shipping box. Please do not send back any item unless you call for a return authorization number, at which time we will give you shipping instructions. Please include the reason for your return with the packing slip. If you do not have your packing slip, please indicate the reason for your return on a separate piece of paper along with RA#, name, address and phone. Packages sent without the RA number will be refused.

Wrap the package securely in its original packaging. The customer is responsible for loss or damage during shipping returns. We recommend all return packages be insured. It is highly advised to send the product back via a traceable method such as UPS Ground or FedEx Ground. Please provide Promolife with the tracking number upon shipment. Promolife is not responsible for lost or damaged items the customer sends back.

Promolife is not responsible to refund the customer for any expedited (One Day, Overnight, 2nd Day, etc.) shipping costs the customer may choose to use. All shipping costs to and from the customer will not be refunded. Any item(s) that was included free or was discounted because of a package price special will be deducted at full price if the item(s) is not returned.

We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 30 business days of receipt of your item.

Damaged or Defective Items

Any product received damaged, defective, or if you receive the wrong product will be promptly replaced or repaired at no cost to the customer if we are notified within 10 days from date of receipt. Shipping companies will not insure or allow us to place claims after this period of time. It is the customer's responsibility to immediately check your item for damage or defect upon receiving.

Please note that if you wish to exchange items that are not defective or damaged, a processing fee or shipping fee will apply. The customer is responsible for return postage on all returns unless defective or damaged. (See General Return Policy above)

If damaged or defective and the customer wishes to return with no replacement the customer must pay for shipping charges. Customers will be responsible for all shipping and handling costs to and from Promolife or the manufacturer if a product is defective or fails after 30 days of receipt. Promolife reserves the right to replace or repair.

International Orders

Credit cards may not be accepted on orders originating out of North America. If you have any issues with payment, let us know and we will help you find an appropriate payment method. Prices do not include international shipping, customs, duties, taxes or brokerage fees that apply to your country. The customer agrees to pay these fees. If you do not know what your country's customs, duties, taxes and/or brokerage fees are, contact your local office in charge of import information.

Customers who refuse shipment on any international order will be responsible for paying all shipping charges to and from the destination, as well as any duty, taxes or other charges that may be charged to Promolife Inc. There will also be a minimum 5% restock fee.

Voltage Requirements: Please be aware that all products except a few are rated at 110-120 voltage for USA use and may not work in your country. It is the customers responsibility to know what your country's voltage is before plugging it in, as the wrong voltage will permanently damage your product and will void your warranty. You may need a voltage converter. You may check with an electrician or electrical store for voltage questions and purchasing a voltage converter.

Disclaimers

Promolife strives to give you accurate content, including policies, pricing, visuals and product information. Pricing, item availability and policies are subject to change without notice. While Promolife tries in good faith to ensure that information is correct, we are not responsible for typographical errors, technical inaccuracies or product picture changes. This disclaimer in no way affects the terms of the manufacturer's warranty, if any.

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