Shipping & Returns Information
INFORMATION ABOUT CLICK AND COLLECT ORDERS
For click and collect locations and trading hours please see our Store locator. Once your click and collect order has been processed, you will receive an email indicating that your order is ready to be picked up. How quickly your order is ready for pick up depends on the clinic's stock availability and on the item you have ordered.
For all CPAP Machine orders, proof of therapy is required. This can be your current machine's settings, a prescription from your doctor, or a sleep study result within the last 12 months. After placing your order online, you'll receive an automated email requesting this information. Once we have the proof of therapy, we'll schedule a time for a consultant to set up your machine with your specific settings at the chosen clinic. You'll then be notified when your machine is ready for pickup.
INFORMATION ABOUT SHIPPING
ONLINE ORDERS WITH AUSTRALIA POST SHIPPING
We offer Australia-Wide shipping and typically dispatch orders within 1-2 business days, though during peak promotional periods may take slightly longer. For Express Post Orders placed after midday, dispatch will occur on the following day. Upon dispatch, you will receive tracking information via email, which you can use to track your parcel through the provided link. All orders are sent using Australia Post, and their tracking notifications and time frames will apply after we provide you with the tracking details. Please be aware that once Australia Post takes possession of your order, the speed and route of delivery are beyond our control. In case of any transit issues, kindly contact Australia Post first. If needed, we can assist you in lodging an enquiry on your behalf.
CPAP Victoria provides FREE Standard Shipping on orders over $50 and we ship Australia-Wide via Australia Post. For all orders under $50, Tracked Regular Shipping is $8.95. We also provide an Express Shipping option for an additional charge of $15. We currently do not offer international shipping.
In the event of an incorrect address provided, the selection of the wrong item or shipping method, or if postage payment is required, please get in touch with us. Kindly provide your order number, and you can reach out to us through email at email@example.com. We are here to assist and ensure that any necessary adjustments or corrections are made promptly, so you can receive your order accurately and efficiently.
POLICIES OF THE AUSTRALIAN SLEEP ASSOCIATION
As per the recent Online Sales Policies of the Australian Sleep Association, all purchases of ResMed, Fisher & Paykel or Philips/Respironics CPAP Machines require a face to face consultation or phone based conversation with one of our Experienced CPAP consultants to determine the optimum settings for your new machine. Once you have purchased your machine online, you will receive an automated email asking for your proof of therapy. Please contact us on firstname.lastname@example.org if you do not receive this email.
As CPAP Machines are medical devices, we are unable to post your machine out to you until we receive this information.
INFORMATION ABOUT RETURNS AND REFUNDS
To request a refund or replacement for faulty or damaged CPAP equipment, please notify CPAP Victoria within 30 days of purchase by providing detailed information about the nature of the issue. If you require assistance with any previously purchased item, please use our contact form, call us at 1300 750 006, chat with us through our online chat, or email us at email@example.com. We will be happy to discuss your options further and provide the necessary support.
All claims will be subject to assessment of the fault or damage by CPAP Victoria or the product's manufacturer and will be subject to the manufacturer’s warranty conditions. CPAP Victoria will assess the level of fault and or damage upon receipt of the products and determine a suitable solution for replacement or refund.
If you wish to return a product purchased from CPAP Victoria, kindly note that the return shipping cost will be covered by the purchaser. Full refunds will be provided for unused, unopened, and products in their original packaging, as long as the return is initiated within 30 days of the purchase date.
Where the product is no longer in the same condition: has been opened/unpackaged and/ or used there will be a 20% processing fee applied which will be subtracted from the original cost and a credit for the difference will be issued. Please note that this does not apply to the SleepPro contour, Bongo Therapy, Nightshift devices, Mutes, Snugz, Remzzzs and CPAP pillows due to the nature of the product. (these products can only be refunded when packaging is still intact).
Shipping costs are non-refundable. In the event that an incorrect product has been selected and received, the buyer is responsible for the return postage. However, if you have received the wrong product due to our error, please reach out to us with your name, order number, and a photo of the received item at firstname.lastname@example.org. We will promptly address the issue and ensure it is rectified to your satisfaction. Your feedback is essential, and we appreciate your understanding in resolving any concerns you may have.
The 14 or 30 Day Money Back Guarantee is available for the following products:
- Resmed Machines and Masks (excludes BiLevel) (30 Days)
- Philips Masks (complete) (14 Days)
- Fisher and Paykel Masks (Complete) (30 Days)
For more information about Money Back Guarantees, please click here.
The CPAP machines come with a standard warranty of 2 years from the date of purchase, while CPAP masks and accessories are covered for 3 months. Additionally, many manufacturers provide the option to extend the warranty for an additional 3 years on CPAP machines, offering added peace of mind for our valued customers. Feel free to inquire about the extended warranty option to ensure your CPAP equipment is well-protected for an extended period.
All warranty repairs out of the warranty period will be processed subject to the goods being returned to CPAP Victoria at the purchaser’s expense. CPAP Victoria will supply a rental CPAP machine at no cost for all purchases made for machines made at a CPAP Victoria clinic. Fees will apply for loan machines where a machine has not been initially purchased at CPAP Victoria.