General Information

OUR MISSION

At CPAPmask.eu we are committed to providing our clients the best solution for an effective CPAP therapy.

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Our Team

Apart from our Sales and Customer Service departments, our team consists of sleep specialists and technicians, offering you a complete and unique pre and after sales experience.

Quality Products

Competitive Prices

Great Support


General Information

Below you can find information about our services

We aim to provide Fast and Reliable delivery services

CPAPmask.eu is a European based company and all our shipments to Europe are free of custom duties

We deliver both in Europe and International. The shipping cost is calculated during checkout after you provide the actual shipping address. There may be a difference in shipping cost, which could be requested, in case courier companies change their price list unexpected. In that case CPAPmask.eu must inform the customer and proceed according to customer acceptance.

IMPORTANT NOTE FOR NON-EUROPE COUNTRIES

All our prices for non-Europe countries are without VAT.

In some countries, Customs, Duties, or Handling charges may be applied by local authorities. We do not take any responsibility for these charges.

Delivery time table
Europe

Express: 1 – 3 working days* (operating by UPS or DHL courier) door-to-door delivery.
Standard: 4 – 7 working days (operating by UPS or DHL courier) door-to-door delivery.
Free Shipping: 7 – 12 days (operating by UPS or DHL courier) door-to-door delivery.
Free Shipping Small Packages (via regular post): 20 – 30 working days (not door-to-door delivery in some countries).
Worldwide

Express: 3 – 5 working days* (operating by UPS or DHL courier)
Standard: 5 – 12 working days (operating by UPS or DHL courier)
Free Shipping 15 - 20 working days (operating by UPS or DHL courier)
Free Shipping – Small Packages (via regular post): 20 – 30 working days.
Regardless the shipping method you choose, parcel tracking will be available and the tracking number will be sent to you by e-mail.

*Please Note that CPAP Batteries are not allowed to be shipped via air transport (usage is allowed), so express delivery is not applicable

Order Processing

All orders go through three stages:

Funds are authorized and the transaction is checked for fraud before the order to be forwarded to our warehouse.
The goods are passing quality inspections for good working and configured for patients needs according to medical prescription where is applicable.
The order is dispatched according to the selections you choose on the checkout page.
The CPAPmask.eu usually process your order in 1-2 working days (depending on product availability). As a general rule, we process with priority the express shipping orders, after that the regular ones and lastly those with the free shipping. However, none of the orders will exceed 2 working days to get shipped to you. For Free Shipping we use Regular Post services and we proceed with shipments 2 times per month.

Order sent by courier companies

Courier Companies generally deliver Monday to Friday between 9:00 AM and 5:00 PM. If you have any exception in your order delivery such as delivery time, You will need to note it on the checkout at “Customer Note” or by e-mail so we can inform the courier company. (ALWAYS CHECK YOUR E-MAILS FOR NOTIFICATIONS THAT MAY COME FROM CPAPmask.eu or Courier Companies).

Please Note: If the goods arrive at you visibly damaged, you must to refuse to accept the delivery and state this on the delivery note. If you are not sure, insist on inspecting the package thoroughly before signing your acceptance. If you sign for the goods (by default accepting them in good condition) and then report any transit damage after that time, no claims for compensation can be accepted. The courier may appear to be in a rush, but it is your right to know what you sign for.

Missed Deliveries

In case you miss the delivery, you will receive a notification card or sticker in your letterbox and you will need to get in touch with the courier to arrange a new appointment to receive the good. Please try to be exact in the appointment in order to avoid any other charges by the courier agent. Also note that you will receive an e-mail notification for the location of your goods. In the event that all attempts of delivery are unsuccessful, and the goods are returned to our facilities, you may be subject to a ‘returned product’ courier charge. Additionally, you will be responsible for covering the postage costs for reshipping the products back to you. You can request the goods to be send to a more convenient address, but this will also incur a re-delivery charge because it will have to go back to couriers’ depot to be relabeled and resent. Note: PO Box numbers cannot be accepted for delivery addresses. CPAPmask.eu is not responsible for packages that are undelivered due to incorrect shipping addresses given by the customer or for packages returns because the customer failed to pick it up at the post office. If you have any queries regarding the delivery of your order, CPAPmask.eu will attempt to notify you by email, so please until you receive your goods check your e-mails periodically.

One Stop Shop (OSS) system in the EU

CPAPmask.eu is proud to participate in the EU’s One Stop Shop (OSS) VAT scheme, enhancing your shopping experience. As our valued customer, you benefit from simplified VAT payments for purchases made on our platform, in compliance with EU regulations. CPAP Store Ltd ensures the correct VAT handling by processing the VAT return to the country where the order was placed, adhering to the specific VAT percentage of that country.

At CPAPmask.eu, we adjust the VAT percentage during checkout, providing accurate and transparent VAT calculations in accordance with the respective shipping country’s regulations. While our base VAT is set at 20%, please note that during the checkout process, the VAT percentage applied to your purchase will be recalculated based on the VAT rate of the shipping destination country.

For orders shipped to countries outside of Europe, VAT will be excluded during the checkout process. Please note that your local customs authority may apply VAT, duties, and other import charges upon arrival in your country. These additional charges are the responsibility of the customer and will be assessed by your country’s customs authorities in accordance with their regulations. For a seamless experience, we recommend checking with your local customs office to understand the specific charges that may apply to your order.

Contact us at Customer Service:

[email protected]

Returns Policy
We aim to build prosperous long-term relationships with our customers.
To achieve this, we put too much effort into support and after-sales services to satisfy our clients who trust their online shopping experience at CPAPmask.eu. In this frame, we are happy to assist you with any Return or Refund you may have. First, you must notify us by filling out the form below, including your name and invoice number, the product description and the reason for the return within 14 days.

Important Note Considering the hygiene of medical equipment, the product you want to Return or Exchange MUST be Unopened and Unused.

If you are in any doubt about which product you need, please email us before you make a purchase. You will cover the cost and responsibility of returning the goods to us safely. For hygiene reasons, products used for bodily contact, whether directly touching the skin or indirectly via exhalation, may not be returned or exchanged. This includes all the products you can find in CPAPmask.eu website to avoid confusion. None of these types of products can be accepted for return once used or even when the packaging has been opened.

Returning a Product

In case of Faulty goods, you must first notify us by filling out the form below within 14 days from your purchase, and we will come back with more information about the next steps. If goods are found to be faulty, we will either promptly fix the defective unit and send it back to you or send you a replacement at our expense, depending on circumstances and our discretion. We declare that refunds will not be issued for products that are returned without their original packaging or have obvious signs of previous use unless they are faulty and still within the manufacturer’s warranty. We have been notified by email before sending them back to us.

Refunds

Any refunds will only be credited to the Credit, Debit Card, PayPal or Bank Transfer. Refunds issued will only be made after we have received and inspected the goods. There may be a 5-10 day delay between CPAPmask.eu refund you the amount to your credit/debit card, and it is showing up on your account, so please be patient as this process is controlled by banks which could take up to 2-3 weeks. Shipping Costs are not refundable. In case of free shipping or on an item that is not pick-up or customer didn’t accept to receive the order and it will return to us, the actual amount that will be held from your order will be: For Free Shipping option:

18 € for products up to 1 kg
36 € for products more than 1 kg
For Express and Standard options:

The same amount of shipping costs(ex, if the shipping cost is 20€ and it will be returned back to us, we will hold 20×2=40€),
Canceling Your Order

In case of a mistake or a desire to cancel the order, you must notify us within the next 2 hours of the order. Otherwise, the order will be processed to the agent for shipping.

Notification System

Your desire to stay informed about your shipment is important to us.

Every order from CPAPmask.eu includes a tracking number so you can easily monitor its progress and delivery status.

For shipments handled by couriers like UPS or DHL, each has its own tracking system, providing real-time updates. Expect an email from the courier containing your unique tracking number and instructions on how to follow your package’s journey.

We’re committed to prompt shipping and on-time delivery at CPAPmask.eu. Should you have any queries, concerns, or need assistance with tracking your package, please reach out to us without hesitation. Your satisfaction is our priority.

For all the products we offer, we provide free data compliance reports for you and your doctor. Simply send us the complete files and folders from the SD card of the machine in a zipped format using WinZip or WinRAR. You can then send the zipped file using the www.wetransfer.com service to our email address support(@)cpapmask.eu.

Your journey to an effective CPAP therapy is our top priority. Our sleep technicians experts are always available to assist you manage effectively your Sleep Apnea.

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