Return & Exchange Policy

YourCPAPShop values its customers and is dedicated to bringing you a convenient, reliable and secure shopping experience for all your sleep apnea needs. All CPAP products are new and direct 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 +1-604-242-3160.

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. 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.

 

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 30 days of receipt in order for a claim to be made. Please do not open any damaged or incorrect items as YourCPAPShop cannot accept returns on any opened products. 

If the product you purchased has defective materials and/or workmanship, please contact us for troubleshooting. You can reach out to us on our customer service number at +1-604-242-3160. After troubleshooting if required, a return authorization will be issued to you. No credits or refunds will be issued until we have received the product into our facilities and examined them. 

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

Please note that you will be responsible for paying for your own shipping costs for sending your item and no shipping labels will be provided. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Once the original product is received and inspected, we will send you an email to notify you that we have received your original item. We will also notify you of the approval or rejection of your return or exchange.

If you are approved, then in case of a refund, we will initiate a credit to your original method of payment. The credited amount will be reflected within 3-5 business days from the date we receive the package. Shipping costs, if any, are non-refundable for the items purchased originally. 

In case of an exchange, upon inspection, we will ship out the replaced item to you. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

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 +1-604-242-3160.