Australia's Local CPAP Specialists — 1300 27 27 66

Returns and Refunds Policy

Last updated: 7 August 2026

1. Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The rights described below are in addition to, and do not limit, those guarantees.

If a product is faulty, not of acceptable quality, does not match its description, or does not do what it is supposed to do, please contact us. Where the failure is major you may choose a refund or a replacement. Where the failure is not major we may choose to repair the product within a reasonable time.

2. Change-of-mind returns

Separately from your rights above, we offer change-of-mind returns on most new, unused and unopened items.

[CONFIRM: returns window in days] — previously published as 30 days from delivery.

To be accepted, change-of-mind returns must be unused, in their original condition and original packaging, and returned within the applicable window.

3. Hygiene and opened items

[CONFIRM: whether opened masks / consumables are excluded from returns]

Masks, cushions, tubing and similar items are personal-use products. Where an item has been opened or used, our ability to accept a change-of-mind return may be limited for hygiene reasons. This does not affect your rights under the Australian Consumer Law if the product is faulty.

4. Product-specific guarantees

The following arrangements were published by MyCPAP previously and must be confirmed as still current before this page goes live:

  • Masks: 30-day money-back guarantee, for reasons including fit and comfort. Previously limited to one mask change per customer.
  • ResMed AirMini: 30-day money-back guarantee, a ResMed initiative. The unit must be back at our premises within 30 days of purchase.
  • ResMed machines: 30-day money-back guarantee, returned within 30 days.
  • Philips DreamStation machines: 100-day money-back guarantee, returned within 100 days.

[CONFIRM: whether all four product-specific guarantees above are still offered, and whether the one-mask-change limit still applies]

5. How to start a return

Contact us with your order number and details of the product you wish to return. We will respond with return instructions. Please do not send items back before contacting us.

6. Return address

[CONFIRM: registered address] — returns were previously directed to Suite 2, 65 Nicholson St, St Leonards NSW 2065.

7. Who pays return postage

  • Our error (wrong or defective item sent): we pay return postage.
  • Change of mind or incorrect ordering: you pay return postage, and the cost of sending any replacement product. If the replacement costs more, the difference is payable.

Where a product has a major failure under the Australian Consumer Law, you are entitled to recover reasonable return costs from us.

8. Refund timing

Refunds are issued to your original payment method once the return has been received and assessed. [CONFIRM: current refund processing time frame] — previously published as up to four weeks, comprising return transit (5–10 business days), our processing (3–5 business days) and your bank’s processing (5–10 business days).

Under the Australian Consumer Law, remedies for a failed consumer guarantee must be provided within a reasonable time.

9. Repairs and warranty claims

If a machine needs repair, contact us and we will arrange for it to be sent to the manufacturer. Under manufacturer warranty there is no charge for the repair. Outside warranty, the manufacturer will provide a quote and we will seek your approval before proceeding.

Previously published manufacturer warranty periods, to be confirmed:

  • ResMed and Philips: 5 years
  • Fisher & Paykel Healthcare: 5 years if the warranty card is registered, otherwise 2 years

[CONFIRM: warranty position beyond manufacturer warranty]

MyCPAP previously did not cover the cost of shipping a machine to us for repair, whether or not it was under warranty. Note: where the product has failed to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to recover reasonable return shipping costs, and this clause does not displace that entitlement. [CONFIRM: return-shipping position for warranty repairs, so that it reads consistently with the Australian Consumer Law]

10. Contact

[CONFIRM: privacy contact email and postal address]