Refunds, Returns, and Exchanges Policy

The CPAP Store Canada

Refunds, Returns, and Exchanges Policy

At The CPAP Store, your satisfaction is our priority. Please read the policy below to understand how we handle returns, refunds, exchanges, cancellations, and warranty claims for our U.S. customers.

By placing an order through thecpapstore.com, you acknowledge and agree to the following terms.

Return Eligibility & Refund Terms
Returns are accepted within 30 days of the original purchase date with prior authorization.

A 15% restocking fee applies to all eligible refunds (waived if store credit is chosen — see below).

Original shipping charges are non-refundable.

Return shipping is the customer’s responsibility, unless the item is damaged or incorrect.

Returns must be unused, unopened, and in original packaging with all seals intact.

Packages returned to sender or left unclaimed will be subject to return shipping fees and standard refund policies.

Requesting a Return
To request a return, email info@thecpapstore.com with:

Full Name

Order Number

Product(s) you wish to return

Reason for return

Once approved, you’ll receive a prepaid return label. The cost of return shipping will be deducted from your refund, unless we made a mistake or the item arrived damaged.

Returned items must:

Be unused and sealed in original packaging

Be free of damage and labels/writing on the product box

Be securely packaged to prevent damage during return shipping

Include your full name, order number, and return authorization confirmation inside the package

Opening or unsealing the product voids its eligibility for return.

Non-Returnable & Final Sale Items
The following cannot be returned or exchanged under any circumstance:

CPAP, APAP, BiPAP & Travel Machines

Batteries

Oxygen Concentrators

Clearance or Final Sale items

ResMed products (note: not available for U.S. customers)

These restrictions exist due to health and safety regulations and manufacturer policies. Warranty support may still apply — see warranty section below.

Refund Processing
Refunds are typically issued within 2 business days of receiving and approving the return.

Refunds may take 5–7 business days to appear on your bank or credit card statement.

Keep a copy of the return label or tracking number to monitor your return.

Store Credit Option
Choosing store credit?

The 15% restocking fee is waived

Credit does not expire and can be used on any future order

Credit must be requested at the time of return authorization

Credit must be applied before checkout — it cannot be applied retroactively

Exchanges
Exchanges may be allowed if the product is unopened and sealed. You must:

Request exchange authorization before returning the item

Pay return shipping and the cost of shipping the new item

Pay the difference if the exchanged item is of higher value

Unauthorized exchanges will be treated as standard returns and subject to all applicable fees.

Warranty Claims
We facilitate warranty support as an authorized retailer. All claims are subject to manufacturer approval.

Typical coverage:

CPAP/APAP/BiPAP/Travel Machines: 2–3 years

Masks, Tubing, Water Chambers, Power Supplies: 90 days

Batteries & Cleaning Devices: 1 year

Fit issues or dissatisfaction with a product are not considered warranty defects.

To start a warranty claim:
Email info@thecpapstore.com with:

Order number

Description of the issue

Photos, videos, and/or serial numbers if requested

Shipping costs related to warranty claims are the customer’s responsibility unless otherwise specified.

Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us within 10 days of delivery.

Include:

Photos of the shipping box and any damaged/incorrect items

Packing slip

All products received

Do not open incorrect items. Opened items are not eligible for return or exchange.

Cancellations
To cancel or edit an order, contact us as soon as possible:
info@thecpapstore.com
1-888-965-7655
Monday–Friday, 9am–5pm PST

Many orders ship same or next business day. Once shipped, they cannot be canceled or edited.

We strongly recommend:

Double-checking product type, size, SKU, and compatibility before ordering

Placing orders under the name of the person using the product for proper documentation

Contact Us
Have questions about a return, refund, exchange, or warranty?

info@thecpapstore.com
1-888-965-7655
Monday to Friday, 9am – 5pm PST

Frequently Asked Questions - Returns

How long do I have to return an item?

You have 30 days from the original purchase date to request a return. After 30 days, returns are no longer accepted.

What items are non-returnable or non-exchangeable?

Due to health and safety regulations, the following items cannot be returned or exchanged—even if unopened or unused:

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

What condition must items be in for a return?

Returned items must be:

Unused, unopened, undamaged
In original sealed packaging
Shipped with protective padding
Free of labels or writing on product packaging
Accompanied by your name, order number, and return approval confirmation

Opening packaging or removing seals will void your return eligibility.

Do I have to pay for return shipping?

Yes. If your return is approved, we’ll provide a shipping label, and the cost will be deducted from your refund, unless the item was damaged or shipped in error on our end.

Is there a restocking fee?

Yes. A 15% restocking fee applies to all eligible refunds.

This fee is waived if you choose store credit instead of a refund.

Can I get store credit instead of a refund?

Yes. Store credit is a great option:

No restocking fee applies
It never expires
Must be arranged at the time of return authorization

Note: Store credit cannot be applied after an order has been placed.

Can I exchange an item?

Exchanges are possible if the item is:

Unused and in sealed packaging
Authorized in advance
Within the 30 day window from purchase date

You must pay the difference if the new item costs more. No refund or credit is issued if the exchanged item is of lesser value.

What if I received a damaged or incorrect item?

Outer and inner packaging
Product(s) received
Packing slip

Do not open any incorrect items, as opened products cannot be returned.

How long does it take to get a refund?

Refunds are usually processed within 2 business days after receiving and approving the return. It may take 5–7 business days to appear on your statement.

How do I cancel or edit my order?

Contact us immediately after placing your order. We ship most orders the same day or next business day, so cancellations aren't guaranteed once processing begins.

What’s covered under warranty?

Warranty coverage is provided by the manufacturer, and eligibility may vary. Common coverage:

Machines: 2–3 years
Masks, tubing, water chambers: 90 days
Batteries & cleaning devices: 1 year

Discomfort, wrong item ordered, or fit issues are not covered.

To start a warranty claim, email info@thecpapstore.ca with your order number and details.

Return Policy