The CPAP Shop's Return Policy
Return Policy
The CPAP Shop values its customers and is dedicated to bringing you a convenient, reliable and secure shopping experience for all your sleep apnea needs.
To better engage with our customers and help to avoid having to return an item, we offer many options to help you choose the right sizes and features of all items prior to purchase. Our online chat and phone support as well as our detailed product pages and virtual mask recommender tool help to make knowledgeable decisions and avoid returns. Before purchasing, if you have any questions about the products in your cart, we recommend that you contact us via online chat or toll-free at 866.414.9700 before the order ships.
Cancellation Policy
Please note that once an order has been placed, we are unable to change the quantity, size, or location of delivery nor can we cancel the order.
75-Night Return Policy (New!)
- We accept returns on any unopened, unused products within 75 days of the original ship date
- All products must be in their original package, in new condition, and returned with all included manuals, accessories, and documentation
- A 15% return processing fee will be taken from the original payment before a credit is issued.
- The customer is responsible for any return shipping charges
All returns require a Retun Merchandise Authorization form. To get started, you must contact our Customer Service team by chat, by phone at 866.414.9700 or by email at returns@thecpapshop.com.
CPAP Machines
All CPAP Machines are eligible for a one-time return within 75 days of original purchase. Machines must be returned in original packaging, undamaged, and unused. Please review the 75-Night Return Policy for additional details.
Note: CPAP machines have a 2 year limited manufacturer’s warranty. The manufacturer will repair or replace, at its option, the defective product or any of its components. Damage caused because of improper use, abuse, modification, or alteration is not covered under the warranty. If the machine is no longer under warranty and not functioning properly, we will work with the manufacturer on your behalf. The manufacturer will charge a diagnostic fee, which may or may not be applied to the actual repair cost. Please call us to discuss this option before shipping the CPAP to our facility.
CPAP Masks 
Finding the right mask can make or break your CPAP experience and our team is committed to helping you find your perfect fit. All customers are encouraged to use our virtual mask fit tool to find the right mask and the right size.
Unopened masks can be returned within 75 days from ship date. Please review the 75-Night Return Policy for additional details.
Opened and used masks can be returned for a different mask or size within 75 days of the original purchase. After the first return, you can continue to enjoy our 30‑day risk‑free guarantee.
Cushions, pillows, headgear, frames, and accessories are non-returnable once opened.
Supplies + Accessories
The following items must be new and unopened in original packaging to qualify for a return:
- Mask parts and supplies, including headgear, frames, cushions, pillows, liners, assembly kits, chin straps, Pad-A-Cheek products
- CPAP parts and supplies, including filter covers, side covers, water chambers, power supply cords, air outlet pieces, humidifier tanks, tubing, and tube covers
- Power supplies, batteries and cables
- All CPAP cleaning supplies
- CPAP accessories, including travel cases, bags, pillows, and weighted blankets
- Nebulizers and regulators
Please review the 75-Night Return Policy for additional details.
Oxygen Concentrators
Oxygen concentrators can only be returned within 7 days of the original ship date and with less than 10 hours of use. A 15% return processing fee will be taken from the original payment before a credit is issued. The customer is responsible for all shipping costs. All returns must be authorized by a customer service representative and requires a Return Merchandise Authorization form.
We want you to be happy with your concentrator. We strongly advocate you using and testing the device upon receipt. We advise you to open, inspect, and test your concentrator promptly (for fewer than 10 hours). Testing out the concentrator promptly will help you to determine if it needs to be returned within the allotted period. If the concentrator is not meeting your needs, please contact us to discuss a replacement.
Important Note: When returning items, please be sure to remove all accessory items, such as your mask and tubing. Please empty any water basins such as humidifier cups before shipment. Water damage can void the warranty of your device. Emptying any water basin prior to shipping will help to prevent this from occurring.
Defective Product?
If the product is defective within the warranty period and you have the original packing, contact us and we will provide you with a return merchandise authorization (RMA) number. We will communicate with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. Shipping cost associated to return merchandise to The CPAP Shop is not covered in any warranty situation.
What is the Price Match Guarantee?
With our online lowest price match guarantee, you can rest assured you are paying the best price for your purchase. If you find a lower price on the same product at an authorized online retailer within 7 days of purchase, we will refund the difference. We also offer price adjustments within 14 days of purchase relating to any sales or offers. If you see a product listed lower at an authorized online retailer, please contact us at 866.414.9700 for a price match.
The Return Process
- Initiate a return by reaching out to our customer care team
- Receive an Return Merchandise Authorization number, which includes shipping information and a return label if applicable
- Return items within 10 business days from when an RMA was created
- Allow 10 business days upon receipt to process refunds
Note:
- Refunds do not include shipping or expedited shipping charges
- The CPAP Shop has the right to deny a refund if the product returned is not in an acceptable condition as indicated above
- Returns of the same item are limited to one per customer
- Interest paid to a financing company cannot be refunded