All CPAP and sleep products we offer are brand new and sourced directly from the manufacturer. Please note that we do not sell used or refurbished equipment. CPAP machines come with a limited manufacturer's warranty that lasts for three years. This warranty covers repairs or replacements for any defects at the manufacturer’s discretion. However, it does not cover damage resulting from improper use, abuse, modifications, or alterations to the device. If your machine is no longer under warranty and is not functioning correctly, we can assist you in working with the manufacturer. Be aware that a diagnostic fee may be required, which could be credited toward the repair cost. We recommend contacting us to discuss this option before sending your CPAP machine to our facility.
Eligibility for Returns
1. Faulty or Defective Products:
· If you find that your product is defective during the warranty period and you still have the original packaging, please reach out to us. We will issue you a return authorisation number (RMA number) for the return process. We will then liaise with the manufacturer to facilitate the repair or replacement of the item with either an identical one or a comparable item, in accordance with our warranty policy. Please note that any shipping costs incurred when returning merchandise to Sleep Experts are not covered under the warranty.
2. Change of Mind Returns:
We accept change of mind returns within 7 days of delivery, subject to the following conditions:
o The item must be unused, unopened, and in its original packaging.
o A restocking fee of 15% may apply.
o Return shipping costs are the responsibility of the buyer.
3. Non-Returnable Items:
For hygiene and safety reasons, please note that certain items are non-returnable. We cannot accept returns on any of the following products once they have been opened or used: CPAP/BiPAP/ MAS devices, batteries, cables, headgear, tubing, water chambers, chin straps, CPAP cases and travel bags, mask components, and any cleaning supplies.
Return Process
Contact us at contact@sleepexperts.co.nz or +64224641702 to initiate a return. Include your order number and reason for the return.
Our team will provide you with a Return Authorisation (RA) number and the return address.
Pack the item securely and include all original packaging, accessories, and documentation.
Ship the item back to us using a trackable shipping method. Retain the tracking number for your records.
Once we receive and inspect the item, we will process your refund or replacement within 5 business days.
Refunds
Refunds will be issued to the original payment method, excluding shipping fees and any applicable restocking fees.
Please allow up to 10 business days for your bank or payment provider to process the refund.
Exchanges
If you wish to exchange an item, please follow the return process above. Once the return is accepted, you can place a new order for the desired item.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery. Provide your order number, photos of the damage or incorrect item, and any other relevant details. We will resolve the issue by offering a replacement or refund.
Contact Us
If you have any questions about our Shipping & Returns Policy, please contact us at:
Email: contact@sleepexperts.co.nz
Phone: +64224641702
We are here to assist you and ensure your experience with Sleep Experts is positive and hassle-free. Thank you for choosing us for your medical supply needs!
