At The CPAP Store, your satisfaction is important to us. Please read the following policy carefully to understand the conditions under which returns, refunds, exchanges, cancellations, and warranty claims are granted.

By completing a purchase with The CPAP Store, you acknowledge and agree to the terms of the return, refund, and exchange policy outlined below.

Return Eligibility & Refund Terms

Returns are considered for refund only within 30 days of the original purchase date and only if authorized. Return requests after the 30-day return window will not be accepted.

• A 15% restocking fee applies to all eligible refunds (waived if store credit is chosen — please see below for information regarding store credit). Restocking fees on medical supplies such as CPAP supplies are industry standard due to the nature of the products.
• Original shipping charges are non-refundable and will be deducted from the refund.
• Customers are responsible for return shipping costs, unless the item is damaged or incorrect.

Important: The standard return policy and refund terms apply to all orders unless a store credit is explicitly discussed and approved at the time of issuing a shipping label. No exceptions.

* Packages that are left unclaimed and/or returned to sender are subject to the standard return policy. Please note, a return to sender shipping fee will be deducted from the refund. 

Return Authorization Required

Customers must contact The CPAP Store within 30 days of the original purchase date to determine if a product is eligible for return. Returns requested after 30 days are not eligible and will not be accepted. All returns require prior authorization from a representative.

Important: You will receive a shipping label at no upfront cost when your return is approved. However, the cost of return shipping will be deducted from your refund once the returned item is received, unless the return is due to damage or an error on our part.

To request a return, email info@thecpapstore.ca with the following information:

• Full Name
• Order Number
• Product(s) to be returned
• Reason for return

Once approved, you will receive the shipping label and further instructions.

Returned items must:

• Be unused, unopened, and undamaged, with all original seals intact
• Be shipped in a shipping bag with protective padding
• Not have any writing or labels affixed to the product or product packaging
• Include your full name, order number, and return authorization confirmation inside the return package
• Be properly packaged — items that are improperly packaged or arrive damaged will not be accepted or refunded

Please ensure you check the product, product SKU, size (if applicable), and compatibility prior to ordering and/or prior to opening any product packaging.

Note: Opening or removing seals from the packaging or the product will void eligibility for return.

Non-Returnable and Non-Exchangeable Items

The following products are not eligible for return, exchange, or refund, even if unopened, unused, regardless of usage hours, or within the 30-day return window:

• CPAP, APAP, BiPAP, and Travel Machines
• Batteries
• Oxygen Concentrators
• Clearance and/or final sale items

These restrictions are due to health and safety regulations and manufacturer policies. Warranty coverage may still apply—see the Warranty section below for more information.

Refund Processing

Refunds are typically processed within 2 business days of receiving the returned item.

When a shipping label is provided, a tracking number will be associated with the shipment. We recommend that customers keep a copy of the label for their records or note the tracking number somewhere easily accessible to monitor the progress of the return.

Once the return is reviewed and approved, a confirmation email will be sent.
Refunds may take 5–7 business days to appear on your statement, depending on your card issuer.

Packages that are left unclaimed and/or returned to sender are subject to the standard return policy. Please note, a return to sender shipping fee will be deducted from the refund. 

Store Credit Option

Customers may opt for store credit instead of a refund.

• If chosen, the 15% restocking fee is waived
• Credit does not expire and can be used on any future purchase
• Store credit must be discussed and approved at the time of return authorization. No exceptions.
• Credit must be applied at checkout — it cannot be applied after an order has been placed
• Once an order is placed, we cannot alter the payment method

Important: You will receive a shipping label at no upfront cost when your return is approved. However, the cost of return shipping will be deducted from your refund once the returned item is received, unless the return is due to damage or an error on our part.

Exchanges

Exchanges may be permitted for products that are in their original sealed packaging.
Customers must contact The CPAP Store for authorization prior to sending any item back for exchange.
Exchanges are allowed for items of equal or lesser value. Price difference must be paid by the customer if the new item is of greater value.

Refunds or store credits are not permitted if the exchange is completed for a lesser value item.

Customers are responsible for:

• Return shipping costs of the original item
• Outbound shipping costs of the exchanged item

Unauthorized exchanges will not be accepted and will be treated as standard returns, subject to restocking fees and return shipping costs.

Warranty

We facilitate warranty support as an authorized retailer. All warranty decisions and processes are determined solely by the product manufacturer. Warranty coverage is typically based on the purchase date of the customer or retailer.

Please note: Warranty claims are subject to manufacturer discretion, which may cause delays or denials.

Typical Warranty Coverage:

• CPAP/APAP/BiPAP/Travel Machines: 2–3 years
• Masks, Tubing, Water Chambers, Power Supplies: 90 days
• Batteries & Cleaning Devices: 1 year

Please note: Ill-fitting masks, discomfort, dissatisfaction with a mask, or incorrect item ordered are not covered under warranty.

To initiate a warranty claim:

• Email info@thecpapstore.ca with your order number and concern details
• Provide photos, videos, and/or serial numbers as requested
• You may be asked to ship the product to us or directly to the manufacturer
• Shipping costs related to warranty claims are the customer’s responsibility unless otherwise specified

Damaged or Incorrect Items

If your order arrives damaged or contains incorrect items, contact The CPAP Store within 10 days of delivery to initiate a claim.

Please provide clear photos of the following:

For damaged items:

• Outer shipping packaging
• Product packaging
• Damaged product(s)

For incorrect or missing items:

• All items received
• Outer shipping packaging
• Packing slip

Do not open any incorrect items. Opened items cannot be returned or exchanged. Claims cannot be processed after 10 days from receipt.

Cancellations

If you wish to cancel or edit an order, please contact The CPAP Store as soon as possible after placing your order:

📧 info@thecpapstore.ca
📞 1-888-965-7655
Hours: Monday to Friday, 9am–5pm PST

Although our standard processing time is 1–3 business days, many orders are shipped same day or the following business day. Once an order has been shipped, we are unable to cancel or modify the order.

We recommend placing orders carefully, as cancellations cannot be guaranteed once processing begins. Please verify the product, product SKU, size (if applicable), and compatibility prior to adding the item(s) to your cart and again at checkout to ensure orders are placed accurately.

We also recommend that orders be placed under the account or account details of the individual for whom the product(s) are intended. This ensures the invoice reflects correctly for tax and/or insurance purposes.

Contact Us

For returns, exchanges, warranty claims, cancellations, or additional support, please contact:

📧 info@thecpapstore.ca 📞 1-888-965-7655