Returns, Refunds & Cancellation

Cancellation Policy

CPAP Online Australia reserves the right to cancel any order at its sole discretion for reasons including, but not limited to:

• Incorrect or incomplete address details provided by the customer at the time of purchase.
• Abusive or inappropriate behaviour directed towards our staff.
• Orders suspected to be fraudulent or in breach of our Terms and Conditions.
• Orders placed in bulk quantities that are not intended for use by the end consumer. CPAP Online Australia reserves the right to determine whether an order qualifies as a bulk purchase that does not meet this condition.

In the event of a cancellation initiated by CPAP Online Australia, customers will be notified via email with a confirmation of the cancellation. Any payments made will be refunded in full to the original payment method, unless the cancellation is due to an issue caused by the customer (e.g., incorrect address details or failure to comply with our terms).

Customer-Initiated Cancellations

If a customer requests to cancel their order, the following conditions will apply:

Orders That Have Not Left Our Warehouse:

If the cancellation request is received before the item has left our warehouse, CPAP Online Australia will issue a refund to the original payment method, minus:

• Any payment processing fees that are unrecoverable by us from the payment provider (e.g., Credit Card, PayPal, or Payment Plan providers). These fees are typically:
  • 3% of the purchase price for Credit Card or PayPal transactions.
  • 8-15% of the purchase price for Payment Plan providers (e.g., Afterpay, ZIP, Humm, Klarna).
• A handling fee of up to 15% of the purchase price, which may be applied at our discretion to cover administrative and processing costs.

Orders That Have Left Our Warehouse:

• If the item has already been dispatched and a tracking number has been issued, the cancellation will be handled under our Returns and Refund Policy. Once the item is returned to CPAP Online Australia, customers may be eligible for a refund or store credit, subject to the conditions outlined in the Returns and Refund Policy.

CPAP Online Australia is not liable for any loss, expense, or inconvenience caused to the customer as a result of a cancellation, except as required under the Australian Consumer Law.

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Returns & Refunds Policy

At CPAP Online Australia, we are committed to ensuring your satisfaction with every purchase while upholding your rights under the Australian Consumer Law (ACL). This policy outlines our procedures for returns and refunds, including change-of-mind returns and remedies for faulty or defective items, in compliance with the ACL.

Change of Mind Returns

If you have changed your mind or are not satisfied with the product, you may request a store credit for the full purchase price or a refund to the original payment method, minus a restocking fee. Change-of-mind returns are accepted under the following conditions:

1. Condition of the Item:
   • The item must be in its original, unopened condition, with all tags and packaging intact.
   • The item must have no marks, stains, or damage and comply with hygiene and safety standards.
2. Return Timeframe:
   • The return must be requested and authorised by CPAP Online Australia within 30 days from the delivery date.
3. Return Shipping Costs:
   • Customers are responsible for covering the cost of return shipping for change-of-mind returns.
4. Restocking Fees:
   • A 25% restocking fee applies to all orders under $1,000.
   • A 15% restocking fee applies to orders over $1,000 (e.g., CPAP machines).
   • Customers who opt for a store credit will not incur a restocking fee.

Change-of-mind returns are not a legal right under the ACL and are offered as a goodwill policy by CPAP Online Australia. The restocking fee reflects costs associated with processing, inspecting, and restocking returned items.

To request a return, please contact us via the contact form at https://www.cpaponline.com.au/contact/. Returns without prior notification and authorisation will not be accepted.

Faulty or Defective Items

Under the Australian Consumer Law, customers are entitled to a repair, replacement, or refund if a product is faulty, damaged, or not as described.

1. Consumer Guarantees:
   • If the product has a minor fault, CPAP Online Australia may choose to repair or replace the item.
   • If the product has a major fault (e.g., unsafe, cannot be repaired within a reasonable timeframe, or significantly different from the description), customers may choose between a replacement, repair, or refund.
2. Resolution Process:
   • We will work with the original equipment manufacturer (OEM) or the Australian distributor to organise a repair or replacement for faulty items.
   • If required, the item may need to be returned to CPAP Online Australia or the supplier for inspection to confirm the fault.
   • In some cases, the manufacturer or distributor may send a repaired or replacement item directly to the customer.
3. Return Shipping Costs for Faulty Items:
   • CPAP Online Australia will cover the cost of return shipping for items confirmed to be faulty.
4. Refunds for Faulty Items:
   • Refunds for faulty items will include the full purchase price and any original shipping costs paid by the customer.
5. Resolution Timeframe:
   • We aim to resolve all faulty or defective item claims within a reasonable timeframe, depending on the nature of the fault and the involvement of suppliers or manufacturers.

To initiate a claim for a faulty item, please contact our support team via the contact form at https://www.cpaponline.com.au/contact/ and provide evidence of the fault (e.g., photos or videos). Our team will guide you through the next steps.

Incorrect Address Provided

Providing an accurate and complete delivery address is the responsibility of the customer. While our shipping system proactively scans for incomplete or invalid addresses before shipping, we cannot guarantee that all issues will be detected.

If an incomplete address is flagged before dispatch:

1. Proactive Contact:
   • If our system identifies an incomplete address, we will contact the customer via email and follow up with a phone call to request the full and accurate address.
2. Customer Responsibility:
   • If we cannot reach the customer to confirm their address, the order may be delayed or cancelled. In such cases, any unrecoverable fees (e.g., payment processing fees) will be deducted from the refund.

If the order is shipped to an incorrect or incomplete address:

1. Return to Sender Fees:
   • If the parcel is returned to CPAP Online Australia due to an incorrect or incomplete address, we will incur a return-to-sender fee charged by the courier. This fee will be deducted from the customer’s refund.
2. Refund Process:
   • Refunds will be issued to the original payment method, minus the return-to-sender fee and the applicable restocking fee.
   • Customers will not be eligible for a 100% store credit option in these circumstances.
3. Reshipping Fees:
   • Customers may request to have the order resent to the correct address. A reshipping fee will apply, which typically ranges between $20-$80 depending on the size of the item. The customer will be notified of the exact amount before the item is resent.
   • The final amount will be communicated to the customer, and the order will not be resent until it has been returned to us and the customer has paid the return-to-sender and reshipping fees.

To avoid delays and additional costs, please ensure all delivery details are accurate when placing your order. If you realise you have provided an incorrect address, contact us immediately before dispatch.

Final Sale Items

Items marked as final sale cannot be returned for change of mind. However, if a final sale item is confirmed to be faulty, it will be eligible for a repair, replacement, or refund in accordance with the Australian Consumer Law.

Any final sale items returned without prior authorisation will be refused upon delivery and returned to the sender at the customer’s expense.

Refund Options

1. Change-of-Mind Returns:
   • Refunds will be processed back to the original payment method, minus the applicable restocking fee and any unrecoverable payment processing fees.
   • Customers who opt for a store credit for the full purchase price will not incur a restocking fee.
2. Faulty or Defective Items:
   • Refunds for faulty or defective items will be issued in full to the original payment method, with no deductions for restocking or processing fees.
3. Store Credits:
   • Store credits will be emailed to customers in the form of a gift card, which can be used for future purchases. Store credits do not expire.

Refunds and Buy Now Pay Later (BNPL) Agreements

If you have used a Buy Now Pay Later (BNPL) service (e.g., Afterpay, Zip, Klarna, etc.) to make your purchase, please note the following:

Continuing BNPL Agreements:
Your personal agreement with the BNPL provider remains in effect, regardless of whether a refund has been issued by us. You are responsible for continuing to meet any scheduled repayments as per your agreement with the BNPL provider until they process the refund on their end. This includes any installments due between the time the refund is issued by us and the time it is processed by the BNPL provider.

Refund Processing by BNPL Providers:
Once we issue a refund, the BNPL provider will handle the adjustment to your payment plan. This may involve:

• Cancelling future scheduled payments (if applicable).
• Refunding any amounts already paid, depending on the terms and conditions of your agreement with the BNPL provider.

The exact process and timeframe for the refund to reflect on your BNPL account are determined by the BNPL provider, and we recommend contacting them directly for updates or clarification.

Liability for Financial Loss:
CPAP Online Australia is not liable for any financial loss, interest charges, or fees incurred as a result of delays or disputes between you and your BNPL provider. This includes, but is not limited to, cases where:

• The refund takes additional time to process due to the BNPL provider’s internal procedures.
• Scheduled repayments are still deducted by the BNPL provider after the refund has been initiated by us.

Customer Responsibility:
It is your responsibility to monitor your BNPL account and communicate with your provider to ensure the refund is processed correctly. If you have any concerns or delays with the refund, we encourage you to contact your BNPL provider directly.

NDIS Refunds

NDIS payments made by a plan manager are designated for the provision of approved services and supports for the participant.

In the event that a refund is required, the standard procedure involves returning the funds to the original payer (the plan manager). The plan manager is then responsible for ensuring the funds are appropriately reallocated within the participant’s NDIS plan.

Issuing a refund directly to the participant (the patient) instead of the plan manager is not standard practice and may not comply with NDIS guidelines. Following the correct process ensures that the funds remain within the NDIS framework and are used appropriately for the participant’s approved supports and services.

Items That Do Not Meet Return Conditions

If a returned item does not meet the conditions outlined in this policy (e.g., opened, used, or not in resalable condition for change-of-mind returns), CPAP Online Australia reserves the right to:

1. Refuse the Return:
   • The item will be returned to the customer at their expense.
2. Charge Additional Fees:
   • Additional fees may apply to cover return shipping and handling costs.

Chargebacks

If a chargeback is initiated during the returns or claims process, it may result in delays and additional steps to resolve the matter. To ensure a faster and smoother resolution, we encourage customers to work directly with our team to address any concerns or disputes.

1. Impact of Chargebacks:
   • Chargebacks initiated by the customer during an active returns process may cause delays as we are required to respond to the chargeback investigation with the payment provider.
   • If the chargeback is found to be invalid or if the customer is deemed at fault (e.g., the claim is inconsistent with our Returns and Refund Policy or the Australian Consumer Law), it may result in an outcome that is less favourable to the customer, such as the forfeiture of certain amounts deducted for costs incurred (e.g., shipping, restocking fees, or return-to-sender fees).
2. Resolution Through CPAP Online Australia:
   • To avoid unnecessary delays and complications, customers are encouraged to contact us directly through our contact form to resolve any issues. Our team is committed to working with you within the framework of the Australian Consumer Law to ensure a fair and timely resolution.

Other Important Information

CPAP Online Australia is not liable for any loss, inconvenience, or expense arising from unauthorised returns, delays in processing refunds, or items returned in non-conforming condition. This limitation of liability does not exclude or restrict any rights customers may have under the Australian Consumer Law or other applicable laws.

• Hygiene Standards:
  • For health and safety reasons, we cannot accept returns for items that have been opened or used, unless the item is confirmed to be faulty.
• No Direct Exchanges:
  • We do not currently offer direct exchanges. Customers may return eligible items for a store credit or refund and place a new order for their desired product.
• Dispute Resolution:
  • If you believe our Returns and Refund Policy has not been honoured, please contact us via the contact form. Disputes will be handled promptly and fairly. If you remain dissatisfied, you may escalate the matter to NSW Fair Trading or another relevant consumer protection body.
• Limitation of Liability:
  • CPAP Online Australia is not liable for any loss, inconvenience, or expense arising from unauthorised returns, delays in processing refunds, or items returned in non-conforming condition. This limitation of liability does not exclude or restrict any rights customers may have under the Australian Consumer Law or other applicable laws.
• International Returns:
  • Please note we do not currently offer guarantees or returns for orders shipped outside of Australia. You may wish to contact us as we may be able to help but cannot guarantee any resolutions.