Returns And Refunds Policy
A Smoother Returns Process When Plans, Products or Orders Change
How We Handle Returns
If a purchase does not work out as expected, our team at CPAP Essentials aims to make the next step feel simple, reasonable and well-handled.
Fair Assessment
Every returns and refunds request is reviewed individually so we can understand what happened, check the condition of the product and determine the most appropriate outcome.
Practical Support
Our team will help you through the return process with clear communication, useful guidance and assistance with exchanges, inspections or other next steps where needed.
Clear Resolution
Once the return has been assessed, we will confirm the outcome and arrange the appropriate exchange, replacement, refund or other resolution as quickly as possible.
A Better Returns Experience
If something is not quite right, we’ll help you find a practical solution. Eligible returns, exchanges and refunds are handled with care, clear communication and proper product assessment.
From the first return request through to the final outcome, we aim to make our returns and refunds process feel simple, fair and well-managed.
Returns And Refunds Eligibility
Return eligibility depends on the reason for the return, the condition of the product and how quickly the issue is reported. Some products can be returned or exchanged under specific conditions, while others may need to be assessed before a resolution is confirmed.
Order Cancellations
You may cancel an order before it has been dispatched. Please contact us as soon as possible after placing your order. Once the parcel has left us, the cancellation will usually need to be handled as a return and the applicable return conditions will apply.
Unwanted Products
If you change your mind, contact us within 7 calendar days of delivery. The product must be unused, complete, in its original packaging and suitable for resale. Once inspected and approved, we can arrange a refund or exchange in line with our policy.
Unopened Products
Unopened products may be returned within 7 calendar days of delivery if they remain unused, complete and in their original packaging. Seals, labels and accessories must remain intact. Once inspected and approved, a refund or exchange may be arranged.
Incorrect Mask Sizes
If you order the wrong mask size, contact us within 7 calendar days of delivery. If the mask remains unused and suitable for resale, we can assist with an exchange for the correct size. We recommend checking the applicable sizing guide before opening the product.
Incorrect Orders
If we send you the wrong product, contact us promptly after delivery. We will arrange the return at our cost and, once the error has been confirmed, send the correct item where available. If you prefer a refund instead, we will refund the applicable product amount in full.
Missing Parts or Accessories
If something appears to be missing from your order, contact us as soon as possible. We will review the order and dispatch records and may ask for photographs of the parcel and contents. If an item was omitted, we will arrange the appropriate replacement or resolution.
Damage During Delivery
If your order arrives damaged, contact us as soon as possible and provide photographs of the parcel, packaging and product where available. The item may need to be returned for inspection. If courier handling caused the damage, we will arrange an appropriate replacement, refund or other resolution.
Accidental Damage by the Customer
Damage caused after purchase through an accident, misuse, incorrect handling or other customer-related cause is generally not eligible for a refund, replacement or exchange. If you are unsure if the issue may fall under warranty, contact us before returning the product so we can advise you.
Faulty or Defective Products
If you suspect a manufacturing fault, contact us as soon as possible. The product will usually need to be returned for inspection so the fault can be verified. Valid manufacturing defects will be handled under the applicable manufacturer warranty and our Warranty Policy.
Non-Returnable Products
Used Masks & Mask Parts
Masks, cushions, nasal pillows, headgear and other mask components cannot be returned once they have been used or opened for fitting.
Tubing & Filters
Used CPAP tubing, filters and similar accessories cannot be returned once opened or used due to hygiene considerations.
Humidifier Components
Humidifier tubs and related components cannot be returned once used unless there is a confirmed manufacturing fault.
Used CPAP Machines
CPAP machines cannot be returned once they have been used. Warranty-related faults or confirmed defects will be assessed separately under the applicable warranty terms.
Before opening or using a product, please check that the item, model, size and components match what you intended to order. Products such as masks, cushions, nasal pillows, headgear, tubing, filters and humidifier tubs are hygiene-sensitive and may no longer be suitable for resale once used.
If you are unsure about compatibility, sizing or the correct replacement part, contact us before use so we can help confirm the product. Returns involving a manufacturing fault, delivery error or another applicable consumer right will be assessed separately.
Important Return Information
Certain conditions apply to all returns and help determine how the request will be assessed and processed.
Return Time frame
Please contact us within 7 calendar days of delivery if you wish to return an unwanted or incorrectly ordered product, report a sizing issue or notify us of a delivery-related problem. Warranty and manufacturing fault claims may have different time frames depending on the product and manufacturer.
Product Condition
Items returned because of a change of mind, incorrect order or sizing issue must be unused, complete and in their original packaging. Products should include all original accessories, components, labels and documentation and must be in a condition that allows them to be resold.
We reserve the right to inspect returned products before approving a refund, exchange or credit.
Return Courier Costs
If you ordered the wrong product, selected the wrong size or changed your mind, the cost of returning the product to us is generally for your account. We can assist with courier arrangements where needed, but the applicable courier charge may be deducted from the refund or charged separately. If we supplied the wrong item, the product arrived damaged due to delivery, or a valid fault is confirmed, we will cover the reasonable return courier cost.
Payment Processing Fees
Online payment providers may charge transaction and refund processing fees. Where a return results from a customer change of mind, incorrect order or other customer-related reason, non-refundable payment processing fees may be deducted from the refund where permitted. If the return results from an error on our side or a confirmed fault, we will not deduct payment processing costs from the amount due to you.
Our Returns and Refunds Policy is subject to applicable South African consumer protection laws.
How Do I Return an Item?
Please contact us before sending any product back. We will first confirm if the item is eligible for return and provide the correct return details so it can be identified and assessed when it reaches us.
Once the item has been received and inspected, the appropriate resolution can be confirmed.
Refunds
Approved refunds are processed after the product has been received and inspected. The final refund amount will depend on the return circumstances and any applicable deductions under this policy.
Exchanges
We can arrange an exchange where the returned product meets the conditions of this policy. This may apply if you ordered the wrong product or mask size and the item is still eligible for return.
Store Credit
Store credit may be offered as an alternative to a refund where appropriate. The credit will reflect the approved value of the returned item and can be used toward a future purchase with us.
Explore Our Other Policies
For added peace of mind, our related policies provide clear guidance on how we handle purchases, product support and claims.
Shipping & Delivery Policy
See delivery options, estimated timeframes, tracking, collection details and what to expect once your order has been dispatched.
Warranty Policy
Review warranty coverage for CPAP products, including manufacturer faults, inspections and the claims process.
Medical Aid Information
Learn how medical aid claims may apply to CPAP equipment and which supporting documents may be required.
Frequently Asked Questions
How do I log a return with CPAP Essentials?
Please contact us at +27(0) 74 885 5577 or sales@cpapessentials.co.za before sending any product back. Provide your order number, the product you would like to return and the reason for the return. We will confirm the next steps and provide the correct return details.
Can I return an opened product?
It depends on the product and whether it has been used. Opened products may still be considered if they remain unused, complete and suitable for resale. Hygiene-sensitive products that have been used generally cannot be returned unless there is a valid fault or another applicable consumer right.
Can I return a CPAP mask if I chose the wrong size?
Yes, provided you contact us within 7 calendar days of delivery and the mask remains unused and suitable for resale. We can assist with an exchange for the correct size where available. We recommend checking the relevant sizing guide before using the mask.
Do returned products need to be in the original packaging?
For returns related to a change of mind, incorrect selection or sizing, the product should be unused, complete and in its original packaging. Please keep all accessories, labels and components together, as the condition of the returned item will form part of our assessment.
Can I return an item if the packaging is damaged?
Possibly. Minor packaging damage does not automatically prevent a return, but we will need to assess the product and packaging first. If the product itself has been used or the damaged packaging means it can no longer be resold, the return may not be approved.
Are any products excluded from the Returns & Refunds Policy?
Yes. Used hygiene-sensitive products such as masks, cushions, nasal pillows, headgear, tubing, filters and humidifier components generally cannot be returned. Used CPAP machines are also subject to return restrictions. Valid manufacturing faults and applicable consumer rights are assessed separately.
What does not qualify as a product defect?
Normal wear and tear, accidental damage, misuse, incorrect handling, neglect and damage caused by unauthorised alterations or repairs are not generally considered manufacturing defects. If the cause of the problem is unclear, please contact us so the product can be assessed.
How can I show that a product was damaged during delivery rather than after I received it?
Contact us as soon as you notice the damage and take clear photographs of the parcel, outer packaging, internal packaging and damaged product. Please keep the original packaging while we investigate, as this may help us assess the damage and raise the matter with the courier.
What happens if I accidentally damage the product?
Accidental damage caused after purchase is generally for the customer’s account and does not qualify for a refund, exchange or replacement. If you are unsure if the problem resulted from accidental damage or a product fault, contact us before sending the item back.
How long does it take to inspect a returned product?
Inspection times depend on the product and the reason for the return. We will assess the item as soon as reasonably possible after it reaches us. Some suspected faults may require additional testing or input from the manufacturer before we can confirm the outcome.
Can I exchange a product instead of requesting a refund?
Yes, an exchange may be available if the returned item meets the requirements of this policy and the replacement product is available. Once we have received and assessed the returned item, we will confirm if the requested exchange can be arranged.
How long does a refund take?
Refunds are processed after the returned product has been received, inspected and approved. Once we have processed the refund, the time it takes to reflect in your account will depend on your original payment method, bank and payment provider.
Can I return an item in person instead of using a courier?
Yes. Returns can be brought to our premises at 114 Nicolson Street, Brooklyn, Pretoria, 0002. Please contact us before arriving so we can confirm the return and make sure the relevant information is available when you bring the item in.
Can I return an unused product after 7 calendar days?
Please contact us and explain the circumstances. Returns reported after the 7-calendar-day period are not automatically accepted and will be considered individually. Your statutory rights relating to qualifying defective or unsafe products are not limited by this timeframe.
What happens if my return is not approved?
We will explain why the item does not meet the applicable return conditions and discuss any options that may still be available. Where appropriate, this could include returning the product to you, referring the matter to the manufacturer or assessing it under the applicable warranty.