Refund policy

CPAP MEDICAL EQUIPMENT TRADING CO. LLC
Trading as CPAP Medical Trading
www.cpapmedtrade.com | Business Bay, Dubai, UAE
Effective Date: 1 June 2025 | Version 2.0 | Last Reviewed: June 2025

CPAP Medical Equipment Trading Co. LLC (trading as CPAP Medical Trading, hereinafter "the Company," "we," "us," or "our") is committed to ensuring that every customer receives genuine, high-quality sleep therapy equipment. Due to the medical and hygienic nature of the products we supply, our Refund and Returns Policy is necessarily strict. Please read this Policy carefully before placing your order.

This Policy should be read in conjunction with our Terms and Conditions, in particular Section 5 (Refund, Return & Exchange Policy), which forms part of the binding agreement between the Company and the Customer. In the event of any conflict between this page and the Terms and Conditions, the Terms and Conditions shall prevail.

1. ALL SALES ARE FINAL

1.1 All sales of CPAP machines, BiPAP devices, masks, accessories, consumables, and related sleep therapy equipment are final. The Company does not accept returns or provide cash refunds once a product has been dispatched from our facility or handed over to the Customer at our showroom.

1.2 This policy exists because all Equipment supplied by CPAP Medical Trading is classified as personal medical device equipment. For hygiene, safety, and regulatory reasons, equipment that has left our premises cannot be restocked or resold.

1.3 By placing an order with the Company — whether online, in-store, via WhatsApp, telephone, or email — the Customer confirms that they have read and accepted this Policy in full.

2. MANUFACTURING DEFECTS — NOTIFICATION WINDOW

2.1 The Company acknowledges that manufacturing defects, though rare, may occasionally occur. If the Customer believes that Equipment received is defective as a result of a manufacturing fault, the Customer must notify the Company in writing within forty-eight (48) hours of the date of receipt or collection of the Equipment.

2.2 Notification must be submitted in writing via one of the following channels:

  • Email: info@cpapmedtrade.com
  • WhatsApp: +971 56 593 5931
  • In writing at our showroom: Business Bay, Dubai, UAE

2.3 Notifications received after the forty-eight (48) hour window has elapsed will not be accepted as defect claims and will be treated as standard post-sale enquiries subject to manufacturer warranty terms only.

2.4 Upon receipt of a defect notification, the Company will acknowledge the claim within two (2) business days and advise the Customer of next steps, which may include inspection of the Equipment at our showroom or collection for assessment.

3. ASSESSMENT & VERIFICATION

3.1 All defect claims are subject to assessment and verification by the Company, in coordination with the relevant manufacturer or authorised service centre where applicable.

3.2 The Company reserves the right to inspect the Equipment before determining whether a manufacturing defect is present. The Customer agrees to cooperate fully with this assessment process, including returning the Equipment for inspection if required.

3.3 A defect claim will not be accepted where the Equipment shows any evidence of:

  • Physical damage, impact, or mishandling by the Customer
  • Tampering, unauthorised modification, or repair by a third party
  • Exposure to water damage, power surge, or incorrect voltage
  • Misuse, improper cleaning, or failure to follow manufacturer instructions
  • Normal wear and tear of consumable components (masks, cushions, filters, tubing, headgear, and water chambers are consumable items subject to regular replacement)

3.4 The determination of whether a defect constitutes a manufacturing fault rests solely with the Company, in consultation with the manufacturer where applicable. This determination is final.

4. REMEDY — REPLACEMENT ONLY

4.1 Where a manufacturing defect is confirmed by the Company following assessment, the sole remedy available to the Customer is replacement of the defective unit or component. No cash refund, credit note, or partial reimbursement will be issued under any circumstances.

4.2 Replacement will be arranged by the Company at its sole discretion, which may include:

  • Direct replacement with an identical unit (subject to stock availability)
  • Replacement with an equivalent unit of the same or higher specification where the original model is unavailable
  • Repair or component replacement where the defect is limited to a specific part

4.3 Replacement units are covered under the manufacturer's warranty applicable to the original purchase. No new or extended warranty period commences upon replacement unless explicitly confirmed in writing by the Company.

4.4 Replacement is subject to the Equipment being returned to the Company in its original packaging, with all included accessories, documentation, and proof of purchase. Equipment returned without original packaging may not be accepted.

5. CONSUMABLE COMPONENTS — EXCLUDED FROM RETURNS

5.1 The following items are consumable components that are subject to regular replacement as part of normal CPAP therapy and are excluded from all return or defect claims, regardless of the period of use:

  • CPAP and BiPAP mask cushions and pillows
  • Mask headgear and straps
  • Humidifier water chambers and tubs
  • Air filters (standard and hypoallergenic)
  • Heated and non-heated tubing and hoses
  • Short tubes, elbows, and swivel connectors
  • Mask clips and magnetic attachments

5.2 Consumable components should be replaced at regular intervals as specified by the manufacturer. Failure to replace consumables at the recommended intervals does not constitute a manufacturing defect in the machine or mask body.

6. MANUFACTURER WARRANTY

6.1 All Equipment sold by CPAP Medical Trading is supplied with the original manufacturer's warranty, the terms, duration, and coverage of which are determined solely by the respective manufacturer and may vary by brand and product category.

6.2 Manufacturer warranty claims that fall outside the Company's 48-hour defect notification window should be directed to the Company with proof of purchase and a description of the issue. The Company will facilitate communication with the manufacturer or authorised service centre where possible, but cannot guarantee warranty outcomes that are outside its control.

6.3 The Company's obligations under this Refund Policy are entirely separate from and in addition to any manufacturer warranty rights the Customer may hold. Nothing in this Policy limits or excludes any rights the Customer may have under applicable UAE consumer protection law.

7. CANCELLATIONS

7.1 Orders may only be cancelled prior to dispatch. Once an order has been dispatched, it cannot be cancelled and this Refund Policy applies in full.

7.2 To request a cancellation before dispatch, contact us immediately via WhatsApp (+971 56 593 5931) or email (info@cpapmedtrade.com). Cancellations are subject to confirmation from the Company and are not guaranteed once order processing has commenced.

7.3 For orders placed and paid in full that are cancelled prior to dispatch, the Company will process a full refund of the purchase amount to the original payment method within five (5) to ten (10) business days.

8. CONTACT US

For all returns, defect notifications, warranty enquiries, or cancellation requests, please contact:

CPAP Medical Equipment Trading Co. LLC
Trading as CPAP Medical Trading
📍 Business Bay, Dubai, UAE
📧 info@cpapmedtrade.com
📱 WhatsApp: +971 56 593 5931
🌐 www.cpapmedtrade.com
🕐 Monday – Friday: 9:00 AM – 5:00 PM | Saturday: 11:00 AM – 3:00 PM | Sunday: Closed