Refund Policy

At HENGSHENG, we want you to be fully satisfied with your purchase. If for any reason you are not, we offer a 30-day return policy from the date you receive your item.

Eligibility for Returns

To be eligible for a return:

• The device must be unused, in the same condition as when received
• It must be in its original packaging, with all accessories and tags intact
• You must provide a receipt or proof of purchase

Please note that we only accept return requests for oxygen generators. Accessories such as nasal tubes, filters, or custom items are not eligible for return.

How to Start a Return

To initiate a return, contact us at support@hengsheng.com. Our team will review your request and provide return instructions. Returns sent back without prior approval will not be accepted.

Accepted Return Scenarios

• Unopened product
  The product must be in brand-new condition, sealed, and in its complete original packaging.
• Opened product with issues
  If the item you received is defective or incorrect:
  Contact our support team within 30 days
  Provide clear video or photo evidence of the issue (this is required for processing) 

We do not accept returns for reasons other than product defects or shipment errors once the item has been opened.

Damaged or Wrong Items

Please inspect your order as soon as you receive it. If you notice any damage, defects, or if you received the wrong product, contact us right away so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns for the following items:

• Custom or personalized products
• Personal care items (such as nasal tubes)
• Hazardous materials, flammable liquids, or gases
• Sale items or gift cards

If you're unsure whether your item is returnable, please contact us before placing your order.

Exchanges

If you want to exchange your item, the best time to do so is before it ships. Please contact support@hengsheng.com as soon as possible. Once your order has been shipped, exchanges become more difficult and may be subject to additional charges.

Return and Exchange Costs

Return and exchange costs include shipping fees and a service fee:

• The shipping cost for returning the item is the customer’s responsibility
• A service fee of 20% of the purchase amount may apply. This covers restocking, handling, and product value depreciation

These costs will be waived only if the return is due to a confirmed quality issue.

Refunds

Once we receive and inspect your returned item, we will notify you about the approval status of your refund. If approved, your refund will be issued to your original payment method within 3 business days. Please note that depending on your bank or credit card provider, it may take additional time for the refund to appear on your statement.

Questions?

For any return, refund, or exchange inquiries, feel free to reach out to our support team at support@hengsheng.com. We’re here to help.