Return Policy

PLEASE READ THIS PRIOR TO MAKING ANY PURCHASES.

Placing Orders

Please triple-check your shopping cart and personal information. Ensure you are ordering the correct items, size and quantity. Review your shipping address for accuracy. CPAPmachines.ca is not responsible for online ordering errors.

Refunds

We accept refunds on most unopened and originally sealed items within 30 days of the original ship date. To keep prices competitive, the return of unopened items is subjected to a restocking fee of 15%. This restocking fee is customary in our industry and this amount will be deducted before a refund is processed. For health and safety reasons, open items and items without safety seals are final sale and cannot be returned.

Please see our final sale list here.

To be eligible for a refund, your items must be unopened, undamaged and in the same condition and original packaging. To initialize your refund, contact us through email with your order number ready. A representative will provide further instructions to return eligible items. Our return address is:

CPAPMachines.ca
PO Box 30126 Downsview PO, Toronto, Ontario M3J 3L6 Canada

Shipping fees to return items are paid by the customer. After a successful inspection of the returned items, your refund will be applied to your original method of payment within 1-3 business days minus 15% of the items returned.

Returns that are not properly initiated, or do not meet our return policy will not be accepted and will be sent back to the customer at their own expense.

Due to Covid-19, the return/exchange of parcels is subjected to a mandatory 7-day quarantine period. Orders are held prior to being processed. As a result of this safety protocol, expect a 1-week delay after a parcel is delivered before it is processed.

Exchanges

To be eligible for an exchange, you have 30 days within the original ship date to initiate an exchange. Your items must be unopened, undamaged and in the same condition and original packaging. To initiate your exchange, contact us through email with your order number. A representative will provide further instructions to return eligible items. Our return address is:

CPAPMachines.ca
PO Box 30126 Downsview PO, Toronto, Ontario M3J 3L6 Canada

Shipping fees to exchange products are paid by the customer. Price adjustments of items being exchanged will be resolved accordingly. Exchanged items receive complimentary shipping if the exchanged order is over $99, otherwise, the customer is responsible for shipping cost.

Machine Warranty Process (if applicable)

All CPAP machines come with a 1 to 3-Year Limited Manufacture Warranty. This Limited Manufacture Warranty is available to the initial consumer. It is not transferable. Limited Manufacture Warranty protects your main unit from defects or damage as a result of materials or workmanship. This warranty does not protect replacement parts and your main unit against daily wear and tear, water damage, negligence, accident, or improper use. Misuse, abuse or water damage will nullify the warranty period. If your machine malfunctions while under warranty, please contact us by email at shop@cpapmachines.ca. Briefly describe the problem, and provide supplementary photos and videos to better describe the issue. Provide SN/REF/LOT numbers to authenticate your unit. A clinician will complete a troubleshooting checklist with you. If the problem persists, we will work with you to access the machine's warranty. This warranty is approved at the discretion of the manufacturer and CPAPmachines.ca cannot be held responsible for the manufacturer denying a warranty claim.  The customer is responsible to ship the unit to us at your own cost and CPAPmachines.ca will work with the manufacturer for repairs/replacement and return the unit back to you. This process takes 3-6 weeks.

Price Matching

Price matching (if applicable) is made on a case-by-case basis and solely at our discretion. It may be considered for the exact same product sold in Canada from a reputable Canadian CPAP vendor.

Price matching will not be applied to out-of-stock items, marketplace sites, Amazon, websites that say they're Canadian but do not operate in Canada and sites that do not have their prices published.

We also do not price-match shipping fees. Price matching cannot be applied to orders that have already been placed, processed and or delivered. Pricing and shipping fees on our website are non-negotiable.

Order Cancellation (if applicable)

Upon placing an order, an automated order email is sent confirming the intent of purchase. A confirmation email is not a contract. Orders may be cancelled due to:

  • insufficient/no stock
  • failure to submit a proper prescription
  • inability to authorize a credit card
  • suspicion of fraudulent intent
  • orders with shipping locations outside of Canada
  • inability to communicate details with the customer
    Sizing Guide For Select CPAP Masks

    Select CPAP Masks have sizing guide to help you select a size. 

    Click on the mask name below to view, print and measure with their size guide.

    Other masks are packaged as fitpacks with all size cushions included and do not have size guides available. 

    Nasal Masks

    Full Face Masks

    Other helpful resources:

    How To Select A CPAP Mask – Help Centre - All the help you need...instantly! (cpapmachines.ca)

    What Size CPAP Mask Do I Buy? – Help Centre - All the help you need...instantly! (cpapmachines.ca)