Returns and Refunds Policy
CPAP.com will accept returns on any unopened product within 30 days of the original ship date. A 15% returns processing 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 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, an RMA# will be issued to you via email. CPAP.com will deal with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. Please note that any associated shipping cost to return merchandise to CPAP.com is not covered in any warranty situation.
No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.
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!
As this is medical equipment of a very personal nature, all machines to include CPAP, APAP, BiPAP and Humidifiers, cannot be returned once the parcel has been opened, whether the unit shows hours of usage or not. CPAP and BIPAP warranty decisions for repair or replacement are made by solely by the manufacturer.
Machines (CPAP, APAP and BiPAP) which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to repaired by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee (which varies and is determined by the manufacturer), which may or may not be applied to the actual repair cost (depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment.
Returned items should be sent after receiving authorization (RMA #), along with a written explanation to:CPAP.com
Attn. Returns Department
13235 N Promenade
Stafford, TX 77477
Only principal may be refunded for purchases made via Financing Methods. Interest paid to the financing company can not be refunded.
Return Insurance Policy
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.
If you have purchased return insurance you can print off the return label to be able to send back your mask. Please note, if you live outside of the contiguous 48 United States, CPAP.com will not be able to send you a return label.
Loaner machines are offered for rent to customers whose machine purchased from CPAP.com is in need of repair. If you decide to rent a loaner from CPAP.com, we provide a return label for your malfunctioning machine to be shipped in for evaluation. We will also provide a return label so you can send back the loaner to CPAP.com once your machine has been returned. We will do our best to meet your requests for the type of loaner you would like, however loaner brands and models are subject to availability. All loaner rentals are subject to a fee.
You must return your loaner machine within 7 (seven) business 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 the prescription on file for you and will not include comfort features such as C-Flex, Thermosmart or EPR.