Refund policy
At The CPAP shop we are committed to providing quality CPAP products and services. This policy operates in addition to your rights under the Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
CPAP Machines
Change of Mind Returns
We may accept returns of CPAP machines within 30 days of purchase where:
- The machine is unopened, unused, and in its original packaging;
- The product is in resaleable condition;
- Proof of purchase is provided.
- A refund, exchange, or store credit may be offered at our discretion.
Faulty Products
If a CPAP machine is faulty, not of acceptable quality, does not match its description, or is not fit for its intended purpose, you may be entitled to a repair, replacement, or refund under the ACL.
CPAP Masks
Change of Mind Returns
Due to health and hygiene requirements, CPAP masks that have been opened, worn, fitted, or used cannot be returned for a change of mind.
Unopened CPAP masks may be returned within 30 days of purchase, subject to inspection and proof of purchase.
Faulty Products
If a CPAP mask is defective or fails to meet consumer guarantees under the ACL, we will assess the product and provide an appropriate remedy, which may include repair, replacement, or refund.
CPAP Accessories
Accessories include, but are not limited to:
- Tubing and hoses
- Humidifier chambers
- Headgear
- Cushions and seals
- Filters
- Power supplies and cables
- Chin straps
Change of Mind Returns
Unopened and unused accessories may be returned within 30 days of purchase.
For hygiene and safety reasons, opened items that come into contact with the user cannot be returned unless they are faulty.
Faulty Products
Faulty accessories may be eligible for repair, replacement, or refund in accordance with the ACL.
Damaged or Incorrect Items
If you receive a product that is damaged in transit or an incorrect item has been supplied, please notify us within 7 days of delivery. We will arrange a replacement, exchange, or refund where appropriate.
Return Requirements
To process a return, customers must:
- Provide proof of purchase;
- Return all components, accessories, manuals, and packaging where possible;
- Ensure the product is securely packaged for return.
Return Shipping Costs
If a return is due to a faulty product, damaged item, or our error, we will cover reasonable return shipping costs.
For approved change-of-mind returns, the customer is responsible for return shipping costs.
Refund Processing
Once a returned product has been received and inspected:
Approved refunds will be processed to the original payment method;
Refunds are generally processed within 5–10 business days;
Shipping charges are non-refundable unless required by law.
Contact Us
For returns, warranty claims, or assistance, please contact:
The CPAP Shop
Phone: (02) 4244-5420 or 1800 number
Email: info@thecpapshop.com.au
Address: 3/242 Princes highway Corrimal NSW 2518
Important: Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.