Returns, Refunds, and Emergency-Use Replacement Policy

We stand behind PROcan and want you to be satisfied with your purchase. This policy applies to original end-user purchasers in the United States.

Standard Returns

Products purchased directly from PROcan.com may be returned within 30 days of receipt if they are unused, remain in their original packaging and have all tamper-evident seals intact.

To request a return, contact PROcan Customer Support through our Contact page and provide your order information and reason for the return. Once the return is approved, PROcan will provide an authorized prepaid ground-shipping label. Because PROcan contains oxygen, do not ship or return a unit without instructions and authorization from PROcan.

After the returned product is received and inspected, the product purchase price and applicable sales tax will be refunded to the original payment method, less a $9.95 return-shipping fee. Approved refunds will generally be issued within 14 days after receipt of the returned product. Original shipping charges are not refundable unless the return resulted from an error by PROcan.

Products purchased from an authorized third-party seller must ordinarily be returned through that seller and are subject to the seller’s return policy. Products purchased from unauthorized sellers are not eligible under this policy.

Damaged, Defective, or Incorrect Products

If your order arrives damaged or contains an incorrect product, contact PROcan Customer Support within 30 days of receipt.

PROcan may request proof of purchase, photographs, packaging information, the product lot number or other information reasonably necessary to evaluate the issue. After review, PROcan may provide a replacement or refund. Return-shipping fees will not be deducted when the return results from shipping damage, an incorrect order or a confirmed product defect.

Do not discard or independently ship a product that may be defective or that has been used in an emergency. PROcan will provide appropriate preservation, handling and return instructions when necessary.

Controlled-Launch Emergency-Use Replacement Program

For qualifying emergency uses reported on or before December 31, 2027, PROcan will provide one complimentary replacement for an eligible PROcan unit used or attempted to be used in a bona fide emergency for its labeled purpose.

To qualify:

• The original unit must have been purchased from PROcan.com or an authorized U.S. seller.

• The unit must not have been expired at the time of use.

• A complete usage report must be submitted to PROcan within 30 days of the emergency.

• The purchaser or user must provide reasonable information needed to verify the unit and event, including available purchase information, the product lot number and an accurate description of what occurred.

• The unit and its components must be preserved if PROcan requests them for evaluation. PROcan will provide instructions before any product is returned.

Eligibility does not depend on a successful outcome, favorable product feedback or permission to publicize the event. Please do not include the patient’s name or other directly identifying health information in the usage report unless specifically requested through an appropriate secure process.

Training exercises, demonstrations, routine testing, accidental activation, loss, theft, ordinary damage, misuse, and expired products do not qualify. Each originally purchased unit is eligible for no more than one complimentary emergency-use replacement, and a replacement unit issued under this program is not itself eligible for another complimentary replacement. PROcan reserves the right to deny claims involving suspected fraud, abuse, or materially inaccurate information.

Eligible replacement units and standard ground shipping will be provided without charge. Processing and shipping may take time. Organizations should not rely on this program to maintain emergency readiness and should keep enough spare inventory to replace a used unit promptly.

Institutional, distributor and other commercial purchases may be governed by separate written terms.

Reporting Safety Concerns

Complaints, malfunctions, injuries, unexpected outcomes, and other product-safety concerns may always be reported to PROcan, regardless of return or replacement eligibility. Reporting a safety concern does not require requesting a refund or replacement and does not affect any rights or remedies available under applicable law.

PROcan may extend the Emergency-Use Replacement Program beyond December 31, 2027 by posting updated terms. Any extension will apply prospectively as stated in the updated policy.