Refund policy
At Monitor Medical - The CPAP Company, we highly value our customers and strive to provide them with a convenient, reliable, and secure shopping experience for all their sleep apnea needs. We understand that sometimes you may need to return or exchange an item purchased from us. Therefore, we offer a 30-day return policy for most products and a 30-day mask guarantee for selected masks. However, due to the guidelines issued by the FDA and CDC to prevent the spread of the coronavirus (COVID-19), some of our products are currently not eligible for returns or exchanges. Please read our return policy carefully before purchasing or requesting a return.
30-Day Return Policy
We accept returns of unopened, unused, and undamaged products within 30 days of the original shipment date. However, before refunding, we will deduct a 20% return processing fee from the original payment. Note that shipping costs are not refundable, and the customer is responsible for any return shipping charges. To initiate a return, you must obtain a Return Merchandise Authorization (RMA) number by emailing support@monitormedical.com. In your email or phone call, please provide your order number, the product name, and the reason for the return. We will then send you the RMA number and the return address. Remember to clearly write the RMA number on the outside of the package and include a copy of your invoice or receipt inside the package. It is important to note that we will not process or accept any products sent back without an RMA number. Once we receive your return, please allow us 3-5 business days to inspect and process it.
30-Day Mask Guarantee
We offer a 30-day mask guarantee for all masks with the 30-day mask guarantee icon. If you wish to return a mask, it must be within 30 days of the original ship date, in new condition, and in its original packaging. You can exchange the mask for a different one of equal or lesser value, or receive a refund for the product's purchase price (excluding original shipping costs). Please note that you will be responsible for any return shipping charges.
To return a mask, you must first obtain a Return Merchandise Authorization (RMA) number by emailing support@monitormedical.com. In your email or phone call, please provide your order number, the name of the mask you wish to return, and the reason for the return. We will then provide you with the RMA number and the return address.
Please write the RMA number clearly on the outside of the package and include a copy of your invoice or receipt inside the package. We cannot process mask returns without an RMA number, which will be discarded. Once we receive your package, please allow us 3-5 business days to inspect and process your return.
Non-Returnable Products
Please note that we do not accept returns on opened or used CPAP/BiPAP machines, sanitizers, batteries, cables, headgear, tubing, tube covers, chin straps, Pad-A-Cheek products, weighted blankets, mask liners, CPAP cases/travel bags, CPAP pillows, mask parts, and all cleaning supplies. These items are considered personal hygiene products and are ineligible for returns or exchanges for health and safety reasons. Ensure you have ordered the correct product and size before placing your order. If you have any questions or doubts about the products in your cart, please contact us via online chat before the order ships. We are always happy to provide you with any product information or guidance.
Manufacturer Defects
If you receive a product that appears to have a defect from the manufacturer, please contact us within three days of receiving it. We will work on your behalf with the manufacturer to have the item repaired or replaced with the same or similar item as per the warranty policy. Please note that the manufacturer has the final say on whether to replace or repair the item, and Monitor Medical cannot overrule their decision. Any shipping costs associated with returning the item to Monitor Medical or the manufacturer will not be covered under any warranty situations. We will only issue refunds, credits, or replacements once we have received and examined the product at our facility. Please also note that Monitor Medical reserves the right to refuse or discard any products that do not comply with our return policy guidelines.
Order Cancellation
If you wish to cancel your order before it is shipped, please contact us via email at support@monitormedical.com.com as soon as possible. We will issue a full refund to your original payment method within 24 hours. However, if your order has already been shipped, you must follow our return policy to send the product back to us. Please note that we cannot cancel or refund any orders lost, damaged, or seized by the shipping carriers. Additionally, we cannot cancel or refund any orders that are refused, unclaimed, or not paid for the customs fees (for international orders) by the customer. In such cases, we will charge a 35% restocking fee.
Pre-Order Items
If any items on our website are marked as "coming soon" or "out of stock", you can pre-order them to reserve your spot in line. Pre-order items are often in high demand and have limited availability, so pre-ordering ensures that you will receive the item as soon as it becomes available. You can cancel your pre-order at any time before it is shipped and receive a full refund. However, please remember that the shipping date may change depending on the item's availability from our vendors, carriers, or manufacturers. We appreciate your patience and understanding in this regard. If an item is unavailable or out of stock indefinitely, we will offer you a comparable item or a refund.
Prescription Requirement
You'll need a prescription from your doctor to purchase a CPAP or BiPAP machine. However, you may not require one for the accessories. It's important to consult with your doctor before using any CPAP equipment. If you need a prescription, you can fax it to us at (281) 240-1164 or email it to us at support@monitormedical.com. Please ensure that your order number and name are included on the prescription. We'll verify your prescription and process your order as soon as possible.
30-Day Return Policy
We accept returns of unopened, unused, and undamaged products within 30 days of the original shipment date. However, before refunding, we will deduct a 20% return processing fee from the original payment. Note that shipping costs are not refundable, and the customer is responsible for any return shipping charges. To initiate a return, you must obtain a Return Merchandise Authorization (RMA) number by emailing support@monitormedical.com. In your email or phone call, please provide your order number, the product name, and the reason for the return. We will then send you the RMA number and the return address. Remember to clearly write the RMA number on the outside of the package and include a copy of your invoice or receipt inside the package. It is important to note that we will not process or accept any products sent back without an RMA number. Once we receive your return, please allow us 3-5 business days to inspect and process it.
30-Day Mask Guarantee
We offer a 30-day mask guarantee for all masks with the 30-day mask guarantee icon. If you wish to return a mask, it must be within 30 days of the original ship date, in new condition, and in its original packaging. You can exchange the mask for a different one of equal or lesser value, or receive a refund for the product's purchase price (excluding original shipping costs). Please note that you will be responsible for any return shipping charges.
To return a mask, you must first obtain a Return Merchandise Authorization (RMA) number by emailing support@monitormedical.com. In your email or phone call, please provide your order number, the name of the mask you wish to return, and the reason for the return. We will then provide you with the RMA number and the return address.
Please write the RMA number clearly on the outside of the package and include a copy of your invoice or receipt inside the package. We cannot process mask returns without an RMA number, which will be discarded. Once we receive your package, please allow us 3-5 business days to inspect and process your return.
Non-Returnable Products
Please note that we do not accept returns on opened or used CPAP/BiPAP machines, sanitizers, batteries, cables, headgear, tubing, tube covers, chin straps, Pad-A-Cheek products, weighted blankets, mask liners, CPAP cases/travel bags, CPAP pillows, mask parts, and all cleaning supplies. These items are considered personal hygiene products and are ineligible for returns or exchanges for health and safety reasons. Ensure you have ordered the correct product and size before placing your order. If you have any questions or doubts about the products in your cart, please contact us via online chat before the order ships. We are always happy to provide you with any product information or guidance.
Manufacturer Defects
If you receive a product that appears to have a defect from the manufacturer, please contact us within three days of receiving it. We will work on your behalf with the manufacturer to have the item repaired or replaced with the same or similar item as per the warranty policy. Please note that the manufacturer has the final say on whether to replace or repair the item, and Monitor Medical cannot overrule their decision. Any shipping costs associated with returning the item to Monitor Medical or the manufacturer will not be covered under any warranty situations. We will only issue refunds, credits, or replacements once we have received and examined the product at our facility. Please also note that Monitor Medical reserves the right to refuse or discard any products that do not comply with our return policy guidelines.
Order Cancellation
If you wish to cancel your order before it is shipped, please contact us via email at support@monitormedical.com.com as soon as possible. We will issue a full refund to your original payment method within 24 hours. However, if your order has already been shipped, you must follow our return policy to send the product back to us. Please note that we cannot cancel or refund any orders lost, damaged, or seized by the shipping carriers. Additionally, we cannot cancel or refund any orders that are refused, unclaimed, or not paid for the customs fees (for international orders) by the customer. In such cases, we will charge a 35% restocking fee.
Pre-Order Items
If any items on our website are marked as "coming soon" or "out of stock", you can pre-order them to reserve your spot in line. Pre-order items are often in high demand and have limited availability, so pre-ordering ensures that you will receive the item as soon as it becomes available. You can cancel your pre-order at any time before it is shipped and receive a full refund. However, please remember that the shipping date may change depending on the item's availability from our vendors, carriers, or manufacturers. We appreciate your patience and understanding in this regard. If an item is unavailable or out of stock indefinitely, we will offer you a comparable item or a refund.
Prescription Requirement
You'll need a prescription from your doctor to purchase a CPAP or BiPAP machine. However, you may not require one for the accessories. It's important to consult with your doctor before using any CPAP equipment. If you need a prescription, you can fax it to us at (281) 240-1164 or email it to us at support@monitormedical.com. Please ensure that your order number and name are included on the prescription. We'll verify your prescription and process your order as soon as possible.