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Return and Refund Policy

Returns

CPAPgenie.com will accept returns on any unopened product within 30 days of the original ship date. A 15% returns processing fee will be deducted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned.

To avoid this, we make every effort to help you be sure of the sizes and features of all items prior to purchase. We offer detailed product pages as well as a 30 day risk free trial on mask purchases. As always, please call us, email, text or chat if you have any doubt or question about your order before it ships. We can be reached by phone toll free at 855-463-7800 or you can message us with the blue chat bubble on the lower right hand of each page.

manufacturer defects

CPAPgenie.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 first for troubleshooting and then, if required, an RMA# will be issued to you via email. CPAPgenie.com will work with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. The manufacturer determines if the item will be replaced or repaired, CPAPgenie.com cannot supersede the manufacturer’s decision. Please note that any associated shipping cost to return merchandise to CPAPgenie.com is not covered in any warranty situation.

No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.

The coordination of manufacturer product recalls are the responsibility of both the manufacturer and the customer. CPAPgenie.com will not be able to offer an exchange or refund for a product under recall. Our specialists are able to provide you with contact information for the manufacturer.

A special note about masks and machines:

Mask sizes vary between different models by the same manufacturer. Just because you wear a medium mask in one model, does not necessarily mean that you wear a medium in a different model. Message us at the blue bubble on the right bottomland corner of each page to be certain.

As this is medical equipment of a very personal nature, all items sold including CPAP, BiPAP, cushions, batteries, mask parts, cannot be returned once the packaging has been opened regardless of use or not.

Machines (CPAP & BiPAP) which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to be repaired by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee (which varies and is determined by the manufacturer), which may or may not be applied to the actual repair cost (depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment.

Returned items should be sent after receiving authorization (RMA #), along with a written explanation to:

CPAP GENIE

2950 Belcrest Center Drive #1001
Hyattsville MD 20782

We cannot be held responsible for products damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

30 day policy

The 30 day risk free mask policy allows the purchaser to return the item to CPAPgenie.com within 30 days. The 30 day period begins from the date the item was shipped. 30 day risk free is offered at no cost for ALL complete masks. It covers the mask with headgear only and does not include other items in the purchaser’s order.

The 30 day refund window is counted from the day CPAPgenie.com ships the product to the purchaser until the time the purchaser ships the product back to CPAPgenie.com including transit time. CPAPgenie.com does not offer a 30 day risk free option on all products. CPAPgenie.com will honor all 30 day risk free options but reserves the right to add or remove the 30 day risk free option from any product at any time. The CPAPgenie.com Return Policy governs all items purchased without a 30 day risk free option.

The 30 day risk free policy is designed to allow you to try out masks per manufacturer specifications and acceptable usage. Making material changes to the product, such as cutting or sewing straps or cushions, voids your 30 day risk free option. If you need to return your mask under the 30 day risk free program you can print off the return label to be able to send back your mask. Please note, if you live outside of the contiguous 48 United States, CPAPgenie.com will not be able to send you a return label.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email: info@cpapgenie.com
  • By visiting this page on our website: www.cpapgenie.com

Contact

14220 Sullyfield Circle

Chantilly, VA 20151

(855) 463-7800

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