Return & Refund Policy
At CPAPsupplies.com, we aim to provide you with exactly what you need for the best sleep apnea treatment. We understand that sometimes not all purchases are perfect, for which we offer a return policy to ensure your satisfaction.
Return Policy
• In order to qualify for a return and/or to have a refund processed: item(s) must be unopened and in their original packaging.
• In order to qualify for a return and/or to have a refund processed: item(s) must be returned within 30 days of purchase.
• A Return Authorization Number and return address must be obtained by the customer from CPAPsupplies.com to verify the item(s) are authorized for a return (see instructions below in the "Return Authorizations" section).
• Due to the medical nature of the products sold by CPAPsupplies.com, any item that has been opened and/or used cannot be returned. This applies to all items and all categories of products that are available for purchase on CPAPsupplies.com
• Opened products are not authorized under any condition for a return or a refund (for any amount), regardless if they have been used or not.
• CPAP/BiPAP/APAP machines, EPAP devices, OSA treatment devices, travel machines, and alternative therapy devices cannot be returned if: the seal is broken, the box in which the device arrived has been opened, and/or if usage hours are placed on the machine or device.
Please Note:
• The criteria above is based on industry-standard return policies and are not solely exclusive to CPAPsupplies.com. The listed return criteria is in place for verified sellers of such products. Verified distributors adhere to strict return and refund policies to maintain the safety and health of all customers.
• These terms are outlined in the agreement section of the checkout process; these terms are available for review prior to placing your order. By placing your order, you agree to these policy terms, conditions, and return criteria, as well as the full Terms & Conditions of CPAPsupplies.com.
• Opened orders that are returned without authorization will not be refunded or shipped back to the sender.
• Please see further information detailing why opened products cannot be eligible for a return or refund below.
• Return shipping cost(s) are the responsibility of the customer. You may use any shipping service to return your item(s).
• Please be advised that all returned items are inspected upon arrival to CPAPsupplies.com's warehouse to ensure the return is authorized and meets all criteria outlined within this policy.
Return Authorizations
You must have a valid Return Authorization Number to send a return. Please email our Customer Service team at info@cpapsupplies.com or call during business hours at 1-866-298-6482 (Monday - Friday 9am to 5pm EST) to obtain a Return Authorization Number and the return address.
- Please note: the return address for your item will be provided at the time of return authorization, as some items may require shipping to differing locations.
Incorrect or Defective Items
In the rare chance that you are shipped a defective or incorrect item, CPAPsupplies.com will replace the item.
• If the item is defective upon arrival, please contact us and we will ship the same product to the original shipping address.
• If the item is incorrect, we will send you a postage-paid return label for the incorrect item for you to return to us and we will reship the shipment with the correct product you ordered. (The incorrect product must be unopened and in its original packaging.)
Additional notes for defective items: any products covered under warranty must be repaired or replaced by the manufacturer of the product. If a CPAP/BiPAP/APAP machine, travel machine, OSA treatment device, alternative therapy device, portable power unit/portable battery, or sanitizing machine is defective, please contact Customer Service at info@cpapsupplies.com for details on the warranty processes for your exact product, as warranty details may differ by product and manufacturer.
Refund Policy
Refund Processing
• Refunds cannot be processed on return item(s) until the returned item has been received and inspected by our warehouse.
• CPAPsupplies.com must receive the returned items and verify the returned item(s) are unopened and in their original packaging prior to being able to issue any refunds.
• CPAPsupplies.com is unable to initiate refunds early or partially under any circumstance (this includes refunds of shipping costs if associated with a return).
• Refunds will be issued to the same payment method used upon order placement at checkout. CPAPsupplies.com is not able to alter or adjust the payment method upon refund.
• CPAPsupplies.com does not offer exchanges or issue store credit in the case of a return not meeting policy criteria.
• Once your return has been received and your refund has been processed, your refund will be issued within 5-10 business days. Please note: the exact timing of when the returned funds appear back on the original payment method may vary depending on your individual banking institution's processing times. If there are questions about the length of time until funds appear in your account, please contact your bank directly.
Lost or Incorrectly-Delivered Shipments
In the event your order is misdelivered or has not arrived within the quoted delivery timeframe (dependent on the delivery method selected at checkout), CPAPsupplies.com will reship the same order.
• The reshipped package can be sent to the same/original residential address entered at checkout or an updated/alternate residential address for delivery. Please note: delivery addresses cannot be modified/shipments cannot be rerouted after the order has already left our warehouses.
• If your order was placed using the Free Standard Shipping method, CPAPsupplies.com will not issue a shipping refund (unless the order has not arrived after the 10 business day delivery threshold).
Refunds on Expedited Shipping/2-Day Delivery Costs
In the rare occurrence that you’ve selected 2-day delivery or an expedited shipping option and the shipping carrier does not deliver your order in the allotted timeframe, CPAPsupplies.com can issue a refund for the shipping charge.
Please note: the refund will only be for the shipping cost, not the full order. If you’d like to process a return to receive a full refund on your order, please contact us at info@cpapsupplies.com to initiate a return and refund, as mentioned above.
Disputed Transactions
If a refund is requested but you have already disputed the charge through your bank, card issuer, Affirm, Paypal, Venmo, lender, or any other online payment platform, CPAPsupplies.com is no longer able to initiate a refund.
• Please note: This is determined and dependent on the payment method platform/banking institution and is not at the discretion of CPAPsupplies.com.
The time it takes for a disputed transaction to be processed is determined by the banking institution/payment method platform.
• CPAPsupplies.com is unable to expedite any transaction dispute processes, procedures, or timeframes.
Manufacturer Warranties
CPAP/BiPAP/APAP machines, EPAP devices, OSA treatment device, and alternative therapy devices warranty decisions for repair or replacement are made solely by the manufacturer, not by CPAPsupplies.com. Please note that we have no control over any manufacturers’ warranty policies. Please contact us at info@cpapsupplies.com to verify the machine is still under warranty.
All machines (CPAP, Bi-PAP, APAP and others) that are experiencing functional issues and are no longer under manufacturer warranty may be able to be repaired by the manufacturer, but it is not guaranteed. This policy is set by the manufacturer (not by CPAPsupplies.com) and varies by the manufacturer of the device. A diagnostic fee (which is determined by the manufacturer and 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. The customer is responsible for the shipment of the machine.
Manufacturer warranties do not warrant against misuse of equipment or water damage. If the device is inspected and it is determined that water or misuse is the cause of malfunction, the customer will have a few options presented, including but not guaranteed:
• Have the machine returned to you
• Have the machine repaired by the manufacturer (repair costs will be quoted and collected before repair is collected)
• Purchase a new machine (please note: this is not an exchange process)
Additional Information
Why can't an opened product be returned or refunded?
At CPAPsupplies.com, we pride ourselves in our commitment to providing unopened, unused, high-quality CPAP supplies, parts, and accessories for each customer. We ensure the best possible standards of safety and health with each product we sell. Therefore, we follow a critical and important industry-standard return policy, common to verified online retailers and distributors of these types of products, in which returns are not eligible on any opened or used product.
Along with aiming to protect the health, safety, and hygiene of all customers, we must also adhere to regulatory compliance of federal and/or industry guidelines regarding the sale of medical or medical-related products.
These are just some of the reasons why, once the packaging has been opened or a seal has been broken, the item is considered used and cannot be returned.
Why do some other distributors, marketplaces, and/or independent sellers accept returns on opened products and others don't?
Some online marketplaces and resellers may accept returns on CPAP/BiPAP machines, OSA treatment devices, CPAP masks, cushions, cleaning products, sanitizer devices, cables, humidifiers, water chambers, and other CPAP supplies and equipment, but this practice puts customer safety at risk. Typically companies that accept returns will do so in order to resell the product. However, once a product has been opened or used, it can no longer be guaranteed clean, sterile, or free from contamination.
It's important to keep in mind that returns on personal-use products such as these come with numerous, serious risks, including:
• No way to verify safety: If a seal is broken, there’s no reliable way to prove whether the product has been used, tampered with, or exposed to contaminants. There is also no way to verify the seller accepting the opened return isn't reselling a used product to customers.
• Health risks: CPAP products come into direct contact with your face, airway, and breathing passages. Even minimal use can introduce bacteria, viruses, or allergens that cannot be fully removed. Reselling these products exposes the next user to serious health concerns. Even products that are CPAP or sleep accessories can face unsafe environments that could lead to contamination.
• Regulatory compliance: Many marketplaces are not held to the same medical device standards as accredited suppliers. By accepting opened returns, they bypass important patient safety guidelines.
• False sense of customer security: While a “return accepted” policy may seem convenient, it often comes at the cost of product integrity. Customers may unknowingly receive items that are not 100% new.
For this and other reasons, CPAPsupplies.com and other verified sellers don't accept returns on opened items. By doing so, we can guarantee that every customer receives equipment that is brand new, safe, and never previously opened or used.
Where is the Return & Refund Policy accessible prior to checkout?
The Return and Refund Policy is accessible for review in the following places prior to placing an order:
1. At the Review & Payments step of checkout, there is a clickable link that reads "By placing this order, I agree with CPAP Supplies' Terms & Conditions." This is located and linked directly above the "Place Order" button.
2. At the Review & Payments step of checkout, there is a a section below Payment Method options that says "Return Policy" with a plus sign. When you click on it, a condensed form of the return policy appears, which outlines that products must be unopened, unused, and in the original packaging to qualify for a return. The full policy is also linked in that section.
3. In the footer throughout the CPAPsupplies.com website.
4. Within the full Terms & Conditions.