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Refund & Returns Policy
Returns Made Clear Before You Order
Because CPAP masks, parts and accessories are medical products, specific hygiene and safety conditions apply to returns.
14-Day Notice
Sealed Products Only
Hygiene Protection
Tracked Returns
Quick Return Summary
Please read these key points before submitting a return request.
Unopened & Unused
Returned products must be unused, unopened and in their original sealed packaging.
- Original packaging required
- No signs of use
- All manuals and accessories included
Hygiene Restrictions
Products that touch the body or come into contact with exhaled air cannot be returned once opened.
- Medical device safety
- Health protection rules
- Sealed goods only
Contact Us First
Returns sent without prior notification will not be accepted.
- Notify us within 14 days
- Include your order number
- Wait for return instructions
Important Hygiene Notice
CPAP masks, mask parts, cushions, headgear, tubing, filters and humidifier water chambers are medical-related products. If the product has been opened, used, assembled or tested, it cannot be returned unless it is confirmed faulty after inspection.
Products That Cannot Be Returned Once Opened
For hygiene and health protection reasons, the following products are not eligible for return if opened or used.
Non-Returnable If Opened
- CPAP / BiPAP masks
- Mask parts and headgear
- Silicone cushions
- Tubing and hoses
- Filters if opened
- Humidifier water chambers if opened
Why This Rule Exists
These products are used in close contact with the face, breathing system or therapy airflow. For customer safety, we cannot resell opened products that may have been exposed to direct or indirect body contact.
- Health protection
- Hygiene compliance
- Customer safety
Before Returning a Product
To avoid delays or refusal, please make sure your return request includes all required information.
- Your full name
- Your order or invoice number
- The product description
- The reason for return
- Photos or video if the product may be faulty
How the Return Process Works
Follow these steps before sending anything back to us.
1
Send Your Request
Contact us within 14 calendar days of delivery and include your order details and reason for return.
2
Wait for Instructions
Please do not send products back before receiving return instructions from our team.
3
Use Tracked Shipping
The customer is responsible for safe packaging, return shipping costs and any damage during transit.
4
Inspection & Refund
Refunds are issued only after we receive the goods and confirm that the products meet the return conditions.
Faulty or Defective Products
If you believe a product is faulty, please contact us with clear details before sending it back.
What You Need to Provide
- Notify us within 14 days of delivery
- Include your order number
- Describe the issue clearly
- Provide photos or video evidence if requested
After Inspection
If the product is confirmed faulty, we will repair or replace it according to the applicable warranty process. If no fault is found, return shipping costs may apply.
- Machines: usually 2 years warranty
- Accessories and consumables: usually 3 months unless otherwise stated
- Manufacturer warranty terms apply
Refunds & Shipping Costs
Please note that shipping costs are not refundable unless required by applicable law or confirmed differently by our team.
Refund Method
Refunds are processed only to the original payment method used for the order.
- Card payment
- PayPal
- Bank transfer
Refund Timing
After approval, refunds may take time to appear depending on the payment provider or bank.
- Usually 5–10 business days
- Some banks may take longer
- Inspection is required first
Return Shipping
The customer is responsible for arranging and covering return shipping costs.
- Use tracked courier service
- Insurance is recommended
- Customer is responsible for transit damage
Refused, Uncollected or Failed Delivery
If an order is refused, not collected, returned due to an incorrect address or returned because the customer was unavailable, shipping costs are non-refundable. Both outbound and return courier costs may be deducted from the refund.
- Free shipping parcels up to 1 kg: €18 deduction
- Free shipping parcels over 1 kg: €36 deduction
- Standard or express shipping: original shipping cost × 2
Start Your Return or Exchange Request
Use the form below for return, exchange, wrong order, damaged product, wrong item shipped or warranty claim requests.
Returns FAQ
Can I return a CPAP mask after opening it?
No. For hygiene and health protection reasons, opened or used CPAP masks cannot be returned unless the product is confirmed faulty after inspection.
Do I have 14 days to request a return?
Yes. You must notify us within 14 calendar days of receiving your order. Returns sent without prior notification will not be accepted.
Who pays for return shipping?
The customer is responsible for arranging and paying return shipping costs. We strongly recommend using tracked and insured courier shipping.
When will I receive my refund?
Refunds are processed after the returned goods are received and inspected. The time for the refund to appear depends on your payment provider or bank.
Can I cancel my order?
You should notify us within 2 hours of placing the order. After this period, the order may already be processed or shipped. If shipped, it will be handled as a return and shipping costs may apply.
What if I ordered the wrong product?
Please contact us before opening the packaging. We are not responsible for compatibility errors if the wrong product was ordered without consulting us first.
Need Help Before Returning?
If you are unsure whether your product can be returned, contact us before sending it back. This helps avoid delays, unnecessary shipping costs or refused returns.