Our return policy is designed for customers who are buying our equipment with the intent to keep it. Please call us, email us, or use the contact page if you have any doubts or questions about an order before shipment. We are here to help.
New to PAP?
If you are unfamiliar with CPAP machines and want to try a machine or a mask for the first time, you will be better off renting first, either from us or from a convenient local supplier. This allows you to familiarize yourself with the treatment before making a decision on a purchase. We cannot guarantee that a mask, a machine, a specific feature, or the therapy itself will work for you. Nor can we be held liable for any manufacturer's advertisement claims. Do your research. These products are a lifestyle change, and you should educate yourself about any choice of purchase.
30-Day Rule/Refund Policy
Within 30 days of the date of purchase, a customer may return a CPAP machine if it is in new condition and still receive a 100% refund minus shipping costs. This will include a return shipping cost that the customer will need to pay. If a customer returns a CPAP machine in used condition, we will refund 70% of the purchase price minus shipping costs (we charge 30% of the total sale price) In either case, the customer pays for all return shipping charges. Masks are not returnable if used, damaged, or if the package has been opened. Machines are not returnable if damaged by the user in any way.
If 30 days have passed, nothing is returnable. However, if we make an exception and accept the return, the customer will receive 30% to 50% of the value of the machine, depending on its condition. If something is missing in the returned package, these items will be subtracted from the return total.
Refund of Paypal payments
If you made a purchase with Paypal and request a refund (either because you do not have a prescription or you changed your mind) the fees that we paid to Paypal are non-refundable (Paypal does not refund these fees to us).
If you want a memory card, you must request it before your order is shipped.
Product Images and Descriptions
The product images shown are for illustration purposes only and may not be an exact representation of the product. In addition, descriptions are based on manufacturer specifications and advertised features. We in no way can guarantee that any description is accurate.
Defects and Non-Functioning Products
SistemmaCPAP.com will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us and we will let you know if SistemmaCPAP.com can deal with the manufacturer on your behalf to have the item repaired or replaced. Please note that any associated shipping cost to return your purchased merchandise to SistemmaCPAP.com must first be paid by the buyer. No credits, refunds, or replacement products will be sent until we have received the item(s) for examination.
While ResMed machines are extremely reliable and rarely have defects, if there is by chance a defected machine, SistemmaCPAP.com will exchange the machine if a defect is verified upon return. A replacement unit will be sent immediately to the customer. If we cannot verify the said defect, the unit will be shipped to the manufacturer for evaluation. This could take up to three weeks before the item is returned at the evaluation’s conclusion.
Machines with functional issues that are no longer under warranty may still qualify for repair by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee, may or may not be applied to the actual repair cost and will be collected prior to submitting the machine to the manufacturer for assessment.
Mask sizes vary, and different manufacturers use different sizing standards and guides. If you wear one size mask in a particular model, do not assume you wear the same size in another model. Check with us first to be sure before you make your order. We are always available to our customers.
Please note that all masks leak air at some point, and to some extent. When this occurs, it takes time and a specific skill set to adjust the mask so that it fits the customer's face and the air leakage is minimal. Because of this, return requests based on a claim that mask leaks air will not be approved, but we are willing to help you with your sizing specifications. Please contact us via phone, email, or through our contact page for details.
Distilled water should ALWAYS be used on the water chambers. Tap or bottled water may cause a layer of salt to settle at the bottom of the chamber and can force a machine heating element to overheat trying to maintain proper humidity. This will significantly shorten the expected longevity of both the water chamber and the heating element of the machine. The use of tap or bottled water also waives any warranty of the chamber and/or heating element, as it is in direct violation of the product use agreement and instructions.
Loaner machines are offered for a flat rental fee to customers whose machine purchased from SistemmaCPAP.com is in need of repair or replacement.
We will do our best to meet your requests for the type of loaner you would like, however, loaner brands and models have varying availabilities.
You must return your loaner machine within 7 days of your repaired or replacement machine being shipped to you. If a loaner machine is not returned to us within 14 days of your return product’s arrival, you will be charged for the cost of the loaner machine.
A machine comes with a two-year warranty. This warranty covers the machine and power supply only. Accessories such as water chambers or hoses are covered by a six-month warranty. If you need your unit to be serviced, please contact us, not the manufacturer. Your machine would need to be shipped back to us for service, repairs or replacement. If necessary, we can issue a repair through the manufacturer on your behalf.
We reserve the right to repackage machines and other products in generic shipping boxes for more convenient transport and to verify parts and functioning. This also ensures that the product you purchase has been inspected prior to shipment.
It is a buyer's responsibility to familiarize himself/herself with our return and shipping policies or to contact us before making the purchase. We are not responsible for any buyer's mistake or incorrect assumption about a product sold on the website.
Do I need a prescription to buy?
Customers from USA and Canada who purchase CPAP machines and masks for their own use need a valid prescription sent to us before we ship their orders.
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