We care about you as a customer and will make every effort to work with you if you need to return or exchange an item. Our return and exchange policies are stated below for your reference and review:
An Introduction to the Items We Sell
cpapXchange sells medical supplies for use with Sleep and Oxygen Therapy. All of the items we sell are brand new and supplied in their original packaging from the manufacturer or JCAHO (Joint Commission on Accreditation of Healthcare Organizations) Accredited supplier.
Did You Receive an Incorrect Item?
If you receive an incorrect item in any order due to an error on our part we will replace it without additional charge. Please contact us within 10-days of receipt of incorrect items to arrange replacement.
Did You Receive a Damaged Item?
All of the items we sell are guaranteed to be in full working order when you receive them. If an item you purchase is damaged during shipment you may return it for replacement with the exact same item. Please contact us within 10-days of receipt to arrange replacement.
Do You Have a Question About Warranties?
Most of the products we sell are covered by standard manufacturer's warranties. Warranty periods and conditions vary from product to product and manufacturer to manufacturer; in general though the standard warranty period on CPAP/BiPAP parts and supplies is 30-days, the warranty period on CPAP/BiPAP masks is 90-days, and the warranty period on CPAP/BiPAP machines and oxygen concentrators is 2-years or more. If you are unsure of what warranty is offered on the product you are purchasing please let us know and we'll be happy to provide the information. (Due to the current global pandemic, manufacturer's warranty repair times may, in select cases, be extended by several weeks. Such extensions are beyond our control.)
If you purchase an item and find that it is defective within the warranty period we will gladly repair or replace it based on the manufacturer's policies. To arrange a warranty repair or replacement please contact us or use the Return Form linked at the top of this page. Shipping charges may apply on select warranty issues.
cpapXchange.com is an authorized dealer for ResMed, Philips Respironics, Fisher & Paykel, Puritan Bennett, Hans Rudolph, Covidien, Cardinal Medical, DeVilbiss, SeQual, Inogen, Human Design Medical, Circadiance, and other manufacturers. With the exclusion of warranty coverage, all services provided by cpapXchange -- including advertisement, ordering, sale, delivery, instruction, and setup of products -- are performed by cpapXchange, and employees or contractors thereof, independently of equipment manufacturers.
Did You Order an Item By Mistake?
If you placed an order by mistake or would like to return an item for any reason, you may do so within 30-days of purchase as long as the manufacturer's packaging has not been opened or damaged and the item is returned in saleable condition. Once your item has been received at our offices, inspected and approved for return we'll approve a refund of the original purchase price of the item, minus a 15% restocking fee. Shipping costs are not refundable.
Can I Return Opened Equipment?
Due to FDA regulations regarding cross contamination and the resale of medical supplies and devices we cannot accept returns on any equipment where the manufacturer's or supplier's packaging has been opened. (SEE 30-DAY MONEY BACK GUARANTEES BELOW FOR EXCEPTIONS TO THIS POLICY FOR SOME MASKS AND CHINSTRAPS.)
Is There a Money Back Guarantee for Masks & Chinstraps?
We understand that there are many CPAP/BiPAP mask and chinstrap designs available to our customers and it is sometimes difficult to determine whether a one will suit your needs without first trying it on and sleeping with it for a few nights. That's why we offer a 30-Day Money Back Guarantee in addition to the Standard Manufacturer's Warranty on most of the masks and chinstraps we sell.
The 30-Day Money Back Guarantee is offered FREE on many of our most popular masks; while on other masks and chinstraps it is available for an added fee. If you choose a 30-Day Money Back Guarantee with your mask or chinstrap you can open it and try it at home; then, if it doesn't work out the way you had hoped, you can return it to cpapXchange within 30-days of purchase for a full refund of the original purchase price regardless of whether it has been opened or not.
30-Day Money Back Guarantees are available on a product by product basis. The guarantee covers the item purchased with the guarantee only and does not include other items that may be in the purchaser's order. If a 30-Day Money Back Guarantee is available for the mask or chinstrap you are ordering it will be presented, as an added warranty option, when adding the item to your shopping cart.
30-Day Money Back Guarantees must be added to the product at the time of purchase and must appear on the same receipt as the product to be valid. A 30-Day Money Back Guarantee cannot be added to an order once it has shipped. cpapXchange's 30-Day Money Back Guarantee Policy is a valuable tool that provides our customers with a cost effective and convenient way to find their perfect mask or chinstrap. WE RESERVE THE RIGHT TO WITHDRAW THE POLICY OFFER FROM ANY CUSTOMER, OR COMPANY, JUDGED TO BE MISUING OR ABUSING IT.
Does cpapXchange Sell Used Equipment?
All of the products offered by cpapXchange are brand new and supplied in their original packaging from the manufacturer or JCAHO (Joint Commission on Accreditation of Healthcare Organizations) Accredited supplier. WE DO NOT EVER SELL OPENED OR USED ITEMS.
How Are Refunds Issued?
In most cases refunds are issued directly back to the original payment account. If you would prefer a refund issued as a store credit, towards future purchases, just let us know and we can arrange that too. In situations where a refund cannot be processed directly to the original payment account, for instance if the account was closed after the original order was placed, a refund can be offered by check. Refunds issued by check incur a 5% service fee in addition to any standard restocking fees.
Do You Have Questions That Aren't Answered Here?
We hope this Return & Exchange Policy has helped you, but if you still have questions please contact us using the information at the top of this page and we'll be happy to help.
This policy was last updated: June 19. 2020
RETURNING AN UNOPENED ITEM FOR A REFUND?
If you would like to return an unopened item for any reason, within 30-days of purchase, you can simply send it back to the address on your invoice, with a note of your order number, name, and reason for return. As long as the item is returned with all packaging in saleable condition we'll issue a refund back to your original payment account based on our standard return policies. If you'd prefer a store credit we're happy to arrange that too.