Return, Exchange and Warranty Policy

 

YourCPAPShop is committed to providing a secure, reliable, and convenient shopping experience for all your sleep apnea needs. All CPAP products are new and sourced directly from the manufacturer. We do not sell used or refurbished equipment.

 

Return or Exchange of Unopened Products - 

To assist you in making informed purchases and to minimize the need for returns or exchange, we offer support in ensuring correct sizes and features before your order ships. If you have any doubts or questions about your order, please feel free to call our toll-free number at +1 (844) 476-3160.

Due to the highly personal nature of CPAP products as medical equipment, once the packaging has been opened, all machines (CPAP, APAP, BiPAP), mask parts, humidifiers, tubing, filters, oxygen concentrators and batteries cannot be returned, regardless of usage hours.

Opened masks may be eligible for exchange under our separate 30-Day Mask Assurance Program. Please refer to the 30-Day Mask Assurance Program for cligibility requirements and exchange conditions. 

Special consideration may be granted under such circumstances as critical illness or a change in diagnosis of the intended user. The equipment must be unused and have all its accessories. Please contact us for more details.

For unopened products, we accept returns for refund within 30 days of the original ship date. Shipping costs are non-refundable. Please note that any opened product cannot be returned.

Please note that products that have been opened are not eligible for a standard return unless specifically covered under the 30-Day Mask Assurance Program or otherwise approved by YourCPAPShop.

 

Return or Exchange of Defective Products - 

Please note that if any package that arrived with missing items or is damaged in transit, YourCPAPShop must be contacted within 15 days of receipt in order for a claim to be made.  Please provide clear photos of:

• Damaged product(s)
• Product packaging
• Outer shipping packaging

Do not open incorrect or damaged items before contacting us. Opened products may not be eligible for return or exchange unless otherwise approved.

If a product has defective materials or workmanship, contact us at +1 (844) 476-3160 for troubleshooting. After troubleshooting, a return authorization will be issued if required.

No credits or refunds will be issued until we have received and examined the product.

Return or Exchange Process - 

To ensure a smooth return and exchange process, we kindly request that you ship the product back to us at the following address - 

YourCPAPShop
Unit 3, 3891 Chatham Street, Richmond, BC, V7E2Z7

• Customers are responsible for return shipping costs. No shipping labels will be provided.
• For items over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of untracked items.
• Once the product is received and inspected, we will notify you by email of approval or rejection.

YourCPAPShop facilitates warranty support as an authorized retailer. All warranty decisions are made at the manufacturer’s discretion, and coverage is based on the purchase date.

Typical Warranty Coverage:

• CPAP/APAP/BiPAP/Travel Machines: Upto 3 years
• Masks, Tubing, Water Chambers, Power Supplies: Upto 90 days
• Ill-fitting masks or masks causing discomfort or dissatisfaction are not covered under the manufacturer's warranty. However, eligible masks may qualify for exchange under our separate 30-Day Mask Assurance Program. Incorrect items are handled under our return/exchange process.

Below are the steps to initiate a warranty claim - 

• Email your concerns along with order details to info@yourcpapshop.com. Please ensure to provide appropriate photos, videos, or serial numbers as requested.
• Upon reviewing the order, you may need to ship the product directly to the manufacturer.

Customers are responsible for any shipping costs associated with warranty claims, unless stated otherwise.

We aim to guide you through the warranty process efficiently while ensuring all manufacturer requirements are met.

 

Late or missing refund

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at our customer service number +1 (844) 476-3160.