Refund and Return Policy

1. Overview

At CPAPstore.eu, we want every customer to be completely satisfied. We put significant effort into our support and services to ensure a pleasant shopping experience.

If you wish to request a return, refund, or exchange, we are happy to assist you according to the conditions described in this policy.

2. Medical Equipment and Hygiene Policy

Due to the nature of medical devices and accessories, strict hygiene and safety regulations apply.

Therefore, any product you wish to return or exchange must be unopened, unused, and in its original sealed packaging, free from any signs of prior use.

If you are uncertain about which product best suits your needs, please contact our support team before purchasing.

3. To Qualify for a Return

To be eligible for a return, all of the following conditions must be met:

• The item must be unused and in the same condition as when you received it.
• The item must be in its original, sealed packaging.
• All cases, boxes, manuals, seals, labels, and packaging materials must be intact, undamaged, and properly protected.
• The return request must be made within 14 calendar days from the delivery date.
• Returns received or requested after the 14-day period will not be accepted.
• The customer must cover the cost of shipping the item back to CPAPstore.eu, unless otherwise required by law or agreed in writing.

4. False Declarations and Product Inspection

All returned products are inspected after arrival at our warehouse or office.

In such cases, the customer will be required to cover both the original return shipping cost and the cost of shipping the item back to the customer.

5. Returns

Our return period lasts 14 calendar days from the date of delivery.

If more than 14 calendar days have passed since delivery, we unfortunately cannot offer a refund or exchange.

Partial refunds may be granted in specific cases, such as:

• The product is not in its original condition.
• The item has missing parts or damage for reasons not attributable to CPAPstore.eu.
• The product packaging is damaged, incomplete, or not properly protected.

All product packaging must be intact, undamaged, and properly protected during return shipping.

6. Refunds

Once your returned item is received and inspected, you will receive an email confirmation.

We will then inform you of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original payment method within a few business days.

Returned or Refused Shipments

If a shipment was not accepted upon delivery, refused, or returned to us by the courier, the following amounts will be deducted from the refund:

7. Late or Missing Refunds

If you have not received your refund, please follow these steps:

1. Check your bank account again.
2. Contact your credit card company, as it may take some time before your refund is officially posted.
3. Contact your bank, as processing times may vary.
4. If you have completed these steps and still have not received your refund, please contact us by completing the form below.

8. Exchanges

We replace items only if they are defective or damaged.

Depending on the situation, we will either send you a replacement product or return the repaired unit at our expense, according to the manufacturer’s warranty procedure and the inspection result.

If you need to exchange an item for the same product, please contact us by completing the form below.

9. Unclaimed or Unresolved Returns

If a returned product remains unclaimed, unresolved, or without communication for more than 30 calendar days from the date of our last contact attempt, it will be considered abandoned.

In such cases, CPAPstore.eu reserves the right to donate the item to the nearest hospital or healthcare facility as a goodwill contribution.

No further claims or compensation will be accepted after this period, to the maximum extent permitted by applicable law.

10. Shipping for Returns

Before returning any product, please contact us via the form below to receive shipping instructions.

You are responsible for the shipping costs associated with returning the item, unless otherwise required by law or agreed in writing.

Shipping costs are non-refundable. If your refund is approved and return shipping costs apply, the relevant return shipping cost may be deducted from your refund.

Local post offices do not provide reliable delivery, tracking, or customer support, and we are unable to drive to or collect returns from post offices.

Additionally, there are known communication and handling issues with regular postal services, including the absence of effective customer support, which makes it impossible for us to locate, retrieve, or resolve missing or delayed return parcels.

For these reasons:

• Returns sent via regular or untracked postal services will not be accepted.
• CPAPstore.eu cannot be held responsible for items lost, delayed, or inaccessible when sent via postal services.
• All returns must be shipped using a tracked courier service with proof of delivery, such as DHL, UPS, FedEx, DPD, or equivalent.

Refunds or exchanges will only be processed after the returned item is successfully received and inspected at our warehouse or office.

11. Cancelling an Order

If you mistakenly placed an order or wish to cancel it, please notify us within two (2) hours of purchase.

After this period, the order may be processed and forwarded to the courier, and shipping fees may no longer be refundable.

If the original order qualified for free shipping, you may be charged the actual shipping cost incurred by CPAPstore.eu.

12. Warranty Return and Shipping Terms

For all warranty service requests, the customer is responsible for arranging and covering the cost of shipping the product from their address to our service facility, unless otherwise required by applicable law or manufacturer procedure.

As an alternative, customers may choose to deliver the product in person to our office at their own responsibility and expense.

CPAPstore is not obligated to reimburse or compensate any shipping-related costs incurred by the customer for sending the product for warranty inspection or repair, unless otherwise required by applicable law.

13. Important Legal Note

This policy is intended to comply with applicable European Union consumer protection rules and EU Regulation 2017/745 on medical devices.

Medical devices and accessories sold by CPAPstore.eu are intended for personal therapeutic use and cannot be returned once opened, for hygienic and safety reasons.

All return and refund requests are subject to inspection and verification before approval.

Return Request Form

Please complete the form below to start your return, refund, exchange, or warranty request.