Refund Policy

This policy explains when ThePurio may approve a refund and how long the process may take. It works with our Return Policy. Please review both policies before sending a product back.

Refund Eligibility

A refund request may be approved when the rules for that type of claim are met. In most cases, you must:

  • Contact ThePurio before returning the product.

  • Submit the request within 30 days of delivery.

  • Provide the order number and requested proof.

  • Keep the product, box, parts, and accessories in their original condition.

  • Send the approved return to the address given by our support team.

  • Follow the return steps within the time stated in your approval email.

The original-condition rule does not apply in the same way to a confirmed defect or shipping damage. Opened nasal cannulas and other opened hygiene items cannot be returned.

Refund Categories

Refunds are reviewed based on why the product is being returned and the condition it is in. The categories below explain the refund that may apply to each type of claim. 

Manufacturer Defect : Full refund

A full refund may be approved when the product arrives damaged or has a confirmed manufacturing fault. This may include a unit that will not start, charge, or work after the correct setup steps have been followed.

Lost shipment, shipping damage, or wrong item: Full refund

A full refund may be approved when the carrier confirms that the order was lost before delivery. It may also apply when the wrong product arrives or the package is damaged during shipping. A free replacement may be offered if you prefer one.

Does not match the needs shared before purchase: Full refund

You may qualify for a full refund if you clearly explained your needs to our team before ordering and the recommended product does not match those needs.

Change of mind: Refund minus 15%

A change-of-mind return must be requested within 30 days of delivery. The product must be unused and complete. It must also be in its original box and condition.

A 15% restocking fee will be taken from the approved refund. You must pay the return shipping cost.

Incorrect or Incomplete Shipping Address

Please check your full shipping address before placing an order. ThePurio is not responsible for a delay, failed delivery, loss, or return caused by an incorrect address entered at checkout.

An address normally cannot be changed after shipment. An order affected by a customer address error is not eligible for a refund.

If the carrier sends the package back to us, we may offer to ship it again. You must pay the new shipping cost. Any original shipping charge will not be refunded.

These rules do not apply when ThePurio or the carrier caused the address or delivery error.

Orders Canceled After Shipment

An order cannot be canceled once it has shipped. It must first be delivered. If it qualifies, you may then request a return under our standard process. Shipment does not remove your right to report a defect, wrong item, shipping damage, or another right given by law.

Required Proof

The proof depends on the problem. We may ask for:

  • A photo of the product as it arrived.

  • A clear photo of visible damage or a broken part.

  • A 30 to 60-second video that shows the reported fault.

  • Tracking details or carrier records for a missing shipment.

  • A photo of the product before return shipment.

If a file is unclear, we may ask for another copy. We will not deny a valid request only because the first photo or video is unclear.

Refund Timeline

Support review: We normally reply within 2 to 3 business days. We may approve the request, ask for more details, or explain why it does not qualify.

Return approval: If a return is needed, we will provide the correct warehouse address and shipping steps. ThePurio covers approved return shipping for a confirmed defect, wrong item, or shipping damage. The customer pays for a change-of-mind return.

Product inspection: Inspection usually takes 5 to 7 business days after the returned product reaches our warehouse.

Refund processing: An approved refund is sent to the original payment method within 3 to 5 business days after inspection. Your bank or payment provider may need another 3 to 7 business days to post it.

The review and refund process often takes about 10 to 15 business days. Return shipping time and bank posting time are not included.

How to Request a Refund

Email support@thepuriohelp.com. Include your order number, purchase date, reason for the request, and the required proof. Email is the best way to start a claim because it gives our team the details needed to review the order.

Unauthorized Returns

Do not send a product back before you receive approval. The return warehouse may be different from the address printed on the parcel. A product sent to the wrong address may be refused or returned to the sender. The customer must pay any extra shipping cost caused by an unauthorized return.

Product Details and Customer Responsibility

Product pages include details such as oxygen output, settings, battery time, weight, and power options. Please read these details before ordering.

ThePurio products are sold for non-medical personal use. Customers should speak with a qualified healthcare professional about personal oxygen needs before choosing a product.

If you are unsure about a product, contact us before purchase. If the product does not match needs that you clearly shared with us before ordering, the request may qualify for a full refund.

After 30 Days

Standard refund requests must be made within 30 days of delivery. A confirmed product fault reported after this period may qualify for replacement under our 14-month limited warranty.

A warranty claim is not a request for a change-of-mind refund. Proof of purchase and a video of the fault may be required.

Before Disputing a Charge

Please contact ThePurio before starting a payment dispute. This allows us to review the order and offer a refund or replacement when one is due. This request does not limit any rights you have through your bank, card issuer, or applicable law.

Contact ThePurio

For refund questions or to start a request, contact us at:

Email: support@thepuriohelp.com
 Phone: +1 3073107855