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CPAP.com will accept returns on any unopened product within 30 days of the original ship date. A 15% restocking fee will be subtracted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned.
To avoid this, we make every effort to help you be sure of sizes and features of all items prior to purchase. We offer detailed product pages, a mask sizing guide (make sizing guide a link to that page) as well as return insurance on mask purchases. As always please call us if you have any doubt or question about your order before it ships. We can be reached toll free at 800-356-5221.
CPAP.com will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship please contact us first for trouble shooting and then if required and RMA# will be issued to you via email. Please note that any associated shipping cost to return merchandise to CPAP.com is not covered in any warranty situation.
A special note about masks and machines:
Mask sizes vary, even between the different models by the same manufacturer. Just because you wear a medium mask in one model, do not assume you wear a medium in another. Check with us to be sure!
All CPAP and BIPAP machines are considered used if opened and any hours are placed on the machine and cannot be returned. CPAP and BIPAP warranty decisions for repair or replacement are made by the manufacturer.
Returned items should be sent after receiving authorization along with a written explanation to:
CPAP.com
Attn. Fernando Llanes
9100 Southwest Freeway, #135
Houston, TX 77074
The spirit and intention of this policy is to allow CPAP users a more cost effective way to determine which CPAP equipment best meets their needs. We will act in good faith to maintain this progressive service by strictly enforcing its policies and guidelines. We reserve the right to refuse to extend the return insurance option to anyone we judge to be abusing it.
The purchase of return insurance allows the purchaser to return the item to CPAP.com within 30 days of the date we shipped the product to the purchaser for a full refund of the product's purchase price less shipping. Return insurance is purchased on a by product basis. It covers the item purchased with the return insurance option only and does not include other items in the purchaser's order.
The 30 day refund window is counted from the day CPAP.com ships the product to the purchaser until the time the purchaser ships the product back to CPAP.com. Transit time is counted. This allows us to keep administrative costs, and thus return insurance costs, low as our system contains shipped dates but not delivery dates.
CPAP.com does not offer return insurance on all products. CPAP.com will honor all purchased return insurance options but reserves the right to add or remove return insurance from any product at any time. The CPAP.com Return Policy governs all items purchased without return insurance.
CPAP.com return insurance rates are non-negotiable, meaning they will not be offered at a discount.
CPAP.com return insurance rates are auto generated by a proprietary formula. They change frequently in step with market conditions. CPAP.com does not offer price protection on return insurance rates.
CPAP.com return insurance can be purchased on qualifying products anytime before the order ships. It can not be purchased after that time.
Return insurance is designed to allow you to try out masks per manufacturer specifications and acceptable usage. Making material changes to the product, such as cutting or sewing straps or cushions, voids your return insurance.
Loaner machines may be used until your original machine is returned to you. Included in the original loaner shipment with be two return shipping labels. The first is used to return your broken machine to us for repairs and the second is used to return the loaner to us after you receive your repaired machine.
You must return your loaner machine within 5 business days days of receipt of your original machine. Failure to do so will result in an additional charge on your credit card of 80% of the CPAP.com list price of the loaner machine you received. Should the machine not be listed on CPAP.com, you will be charged a flat fee of $100 for CPAPs, $200 for APAPs, $500 for BiLevels and $1000 for BiLevel STs.
Loaner machines will be set to your prescription on file and will not include comfort features such as C-Flex, Thermosmart or EPR.
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