Customer Support
We want you to feel confident when you shop with us
We understand that sometimes things don’t go quite as planned. Whether you’ve received the wrong item, your order arrived damaged, or you have a concern about a product, our Customer Care team is here to help.
Our returns policy explains when an item may be returned or exchanged, what to do if there is an issue with your order, and what to expect throughout the process.
Our returns policy
Returns & exchanges
Items may be eligible for return or exchange depending on the product, its condition and the reason for the return.
As a general requirement, returned items should be unused and in their original condition and packaging. Please contact our Customer Care team before sending any item back so we can confirm whether it is eligible and guide you through the return process.
CPAP masks & hygiene-sensitive products
For hygiene and safety reasons, CPAP masks cannot be returned or exchanged once the packaging has been opened, unless the mask has a manufacturing defect.
We recommend checking the mask type and fit carefully before opening the packaging. If you’re unsure which mask is suitable for you, our team can help you explore your options before making a purchase.
Other hygiene-sensitive or consumable products may also have specific return restrictions.
Damaged, incorrect or defective items
If your order arrives damaged, you receive the wrong item, or you believe your product has a manufacturing defect, please contact us as soon as possible.
Our team may ask for your order details, photos or other information to help us understand the issue. We’ll review the case and advise you on the appropriate next step, which may include a replacement, return or warranty claim depending on the situation.
Order changes & cancellations
If you need to change or cancel your order, please contact us as soon as possible.
We’ll do our best to accommodate your request, but changes or cancellations may not be possible once an order has been processed or shipped.
How to request a return
If you believe your item is eligible for a return or exchange:
- Contact our Customer Care team with your order details and the reason for your request.
- Our team will review the request and confirm whether the item is eligible.
- If approved, we’ll provide instructions on how to return the item.
- Once we receive and assess the returned item, we’ll proceed with the applicable resolution.
Please do not send an item back before your return has been approved by our team.
Refunds & exchanges
Where a return is approved, the available resolution will depend on the reason for the return, product condition and applicable policy.
If a refund is approved, the refund will be processed according to the applicable payment method and processing timeframe. Exchanges or replacements may also be offered where appropriate.
Important to know
Returns may not be accepted for items that:
- Have been opened or used where hygiene restrictions apply
- Have been damaged through misuse, improper handling or normal wear and tear
- Are missing their original packaging, components or accessories
- Fall outside the applicable return period
- Are otherwise excluded under the applicable product or return terms
Need help?
If you’re unsure whether your item is eligible for a return, need help with an order or have a question before making a purchase, our Customer Care team is here to help.
Contact customer care