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Returns Policy
At CPAPmask.eu, we aim to build long-term, prosperous relationships with our customers. To achieve this, we invest significant effort into providing outstanding support and after-sales service, ensuring a seamless online shopping experience.
We are happy to assist you with any return or refund request you may have. To begin the process, please notify us by completing the form below, including your name, invoice number, product description, and the reason for return, within 14 days of receiving your order.
Important Note
Due to the hygienic nature of medical equipment, any product you wish to return or exchange must be unopened and unused.
If you are unsure about which product you need, please contact us before making your purchase. You will be responsible for the cost and safe return of any goods. For hygiene reasons, products that come into contact with the body—either directly on the skin or indirectly via exhalation—cannot be returned or exchanged. This policy applies to all products available on CPAPmask.eu. Once opened or used, these products cannot be accepted for return.
Returning a Product
For faulty goods, you must notify us by filling out the form below within 14 days of purchase. We will then advise you on the next steps. If the goods are confirmed to be faulty, we will either repair the defective item and return it to you or provide a replacement at our expense, depending on the circumstances.
Please note:
- Refunds will not be issued for products returned without their original packaging or with obvious signs of use, unless they are faulty and still within the manufacturer’s warranty.
- We must be notified by email before you return any items.
Refunds
Refunds will be issued only to the original payment method (Credit/Debit Card, PayPal, or Bank Transfer) after we have received and inspected the returned goods.
Please be aware:
- It may take 5-10 business days for the refund to appear on your account after we process it. This timeline depends on your bank and could take up to 2-3 weeks.
- Shipping costs are non-refundable.
If your order qualified for free shipping or if the order was refused at delivery or not picked up and returned to us, the following costs will be deducted from your refund:
- For free shipping:
- €18 for products up to 1 kg
- €36 for products over 1 kg
- For Express or Standard shipping:
- The original shipping cost ×2 (e.g., if shipping was €20, we will deduct €40).
Canceling Your Order
If you wish to cancel your order due to a mistake or change of mind, please notify us within 2 hours of placing the order. Otherwise, the order may already be processed and forwarded to our shipping agent.