Returns & Exchange Policy
What can be returned, how to start a return, and what happens to your refund. If the answer you need is not here, a sleep specialist can tell you in a minute.
Every section below is in place; the wording marked To be confirmed is waiting on the numbers only Harmony can set — the return window, who pays return freight, any restocking fee and how long a refund takes. Nothing has been invented. Replace each marked block and delete this note.
Return Window
To be confirmed
State how long a customer has from the delivery date to start a return, and whether that window differs for machines, masks and consumables.
What Can Be Returned
To be confirmed
List what is returnable and what is not, and the condition an item has to come back in — unopened, unused, in its original packaging, with accessories.
- Machines and humidifiers — condition and packaging required.
- Masks and cushions — see “Sealed & hygiene items” below.
- Filters, tubing and other consumables — returnable only unopened.
- Clearance or final-sale items, if any.
Sealed & Hygiene Items
CPAP therapy puts equipment against a person’s face and airway. An item that has been opened or worn — a mask, a cushion, a nasal pillow, tubing, a humidifier chamber, a filter — cannot be resold, so a return is judged on whether the seal is intact, not only on the calendar.
If a mask does not fit, say so before you open a second one — ask us first. Fit is the commonest reason a return starts, and it is usually solved with a different cushion size rather than a different mask.
To be confirmed: whether a fit guarantee applies, and to which masks
How to Start a Return
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1Tell us
Contact the sleep team with your order number and what you would like to return. Get in touch.
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2Send it back
To be confirmed
How the label is issued and who pays the return freight. -
3We settle it
To be confirmed
How long inspection takes and when the refund is issued.
Refunds
To be confirmed
State where the money goes back to, how long the card issuer takes, whether the original shipping is refunded, and whether a restocking fee applies.
Exchanges
To be confirmed
State whether an exchange is handled as a return plus a new order or as a swap, and how a price difference is settled.
Damaged or Incorrect Items
If a parcel arrives damaged, or what is inside is not what was ordered, it is not a return — it is ours to put right. Contact us with your order number and a photograph of the item and the packaging and we will replace it.
To be confirmed: how soon after delivery damage has to be reported
Manufacturer Warranty
A machine that fails outside the return window is a warranty claim against its manufacturer, not a return. We will open the claim with you and stay on it, but the term and what it covers are the manufacturer's.
To be confirmed: the warranty terms to list, by manufacturer
Insurance-Billed Orders
To be confirmed
An order billed to insurance is settled with the payer, not with a card, so state how a return is handled and what the customer owes, if anything.