Returns Policy
Returns Policy
We aim to build prosperous long-term relationships with our customers.
To achieve this, we put too much effort into support and after-sales services to satisfy our clients who trust their online shopping experience at CPAPmask.eu. In this frame, we are happy to assist you with any Return or Refund you may have. First, you must notify us by filling out the form below, including your name and invoice number, the product description and the reason for the return within 14 days. Important Note Considering the hygiene of medical equipment, the product you want to Return or Exchange MUST be Unopened and Unused. If you are in any doubt about which product you need, please email us before you make a purchase. You will cover the cost and responsibility of returning the goods to us safely. For hygiene reasons, products used for bodily contact, whether directly touching the skin or indirectly via exhalation, may not be returned or exchanged. This includes all the products you can find in CPAPmask.eu website to avoid confusion. None of these types of products can be accepted for return once used or even when the packaging has been opened. Returning a Product In case of Faulty goods, you must first notify us by filling out the form below, and we will come back with more information about the next steps. If goods are found to be faulty, we will either promptly fix the defective unit and send it back to you or send you a replacement at our expense, depending on circumstances and our discretion. We declare that refunds will not be issued for products that are returned without their original packaging or have obvious signs of previous use unless they are faulty and still within the manufacturer’s warranty. We have been notified by email before sending them back to us. Refunds Any refunds will only be credited to the Credit, Debit Card, PayPal or Bank Transfer. Refunds issued will only be made after we have received and inspected the goods. There may be a 5-10 day delay between CPAPmask.eu refund you the amount to your credit/debit card, and it is showing up on your account, so please be patient as this process is controlled by banks which could take up to 2-3 weeks. Shipping Costs are not refundable. In case of free shipping or on an item that is not pick-up or customer didn’t accept to receive the order and it will return to us, the actual amount that will be held from your order will be: For Free Shipping option:
- 18 € for products up to 1 kg
- 36 € for products more than 1 kg
For Express and Standard options:
- The same amount of shipping costs(ex, if the shipping cost is 20€ and it will be returned back to us, we will hold 20×2=40€),
Canceling Your Order In case of a mistake or a desire to cancel the order, you must notify us within the next 2 hours of the order. Otherwise, the order will be processed to the agent for shipping.