Refund policy

Cancellation Policy

Travel CPAP 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. Travel CPAP 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 Travel CPAP, 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, Travel CPAP will issue a refund to the original payment method, minus:

• Any payment processing fees that are unrecoverable by us from the payment provider, 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 Travel CPAP, customers may be eligible for a refund or store credit, subject to the conditions outlined in the Returns and Refund Policy.

Travel CPAP 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.

---

Returns & Refunds Policy

At Travel CPAP, 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:

• 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.
• Return Timeframe:
  • The return must be requested and authorised by Travel CPAP within 30 days from the delivery date.
• Return Shipping Costs:
  • Customers are responsible for covering the cost of return shipping for change-of-mind returns.
• Restocking Fees:
  • 25% restocking fee applies to all orders under $1,000.
  • 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 Travel CPAP. The restocking fee reflects costs associated with processing, inspecting, and restocking returned items.

To request a return, please contact us via the contact form. Returns without prior notification and authorisation will not be accepted.

Faulty or Defective Items

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

• Consumer Guarantees:
  • If the product has a minor fault, Travel CPAP 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.
• Resolution Process:
  • We will work with the manufacturer or distributor to organise a repair or replacement for faulty items.
  • The item may need to be returned for inspection to confirm the fault.
  • In some cases, the manufacturer/distributor may send a replacement directly to the customer.
• Return Shipping Costs: Travel CPAP will cover the cost of return shipping for items confirmed to be faulty.
• Refunds for Faulty Items: Refunds will include the full purchase price and any original shipping costs.
• Resolution Timeframe: We aim to resolve claims within a reasonable timeframe, depending on the nature of the fault.

Incorrect Address Provided

If flagged before dispatch:

• We will contact the customer for a correct address. If unreachable, the order may be delayed or cancelled. Unrecoverable fees will be deducted from the refund.

If shipped to an incorrect/incomplete address:

• Return-to-Sender Fees: Any courier fee will be deducted from the customer’s refund.
• Refund Process: Refunds will be minus return-to-sender and restocking fees. No store credit applies.
• Reshipping Fees: Customers may request reshipping at an additional fee ($20–$80 depending on size).

Please ensure delivery details are accurate when placing your order. If incorrect, contact us immediately before dispatch.

Final Sale Items

Items marked as final sale cannot be returned for change of mind. Faulty final sale items remain eligible for ACL remedies.

Refund Options

• Change-of-Mind Returns: Refunds back to original payment method, minus fees. Store credit incurs no fee.
• Faulty Items: Full refund to original payment method with no deductions.
• Store Credits: Issued as gift cards via email. No expiry.

Refunds & Buy Now Pay Later (BNPL)

Refunds will be issued by us, but your BNPL agreement remains active until the provider processes it. You must continue repayments until then. For timing, contact your BNPL provider directly.

Liability: Travel CPAP is not liable for delays or fees caused by BNPL providers.

NDIS Refunds

NDIS refunds are issued to the plan manager, not directly to the participant, in line with NDIS guidelines.

Items That Do Not Meet Return Conditions

• Refuse the Return: Items will be sent back at the customer’s expense.
• Additional Fees: May apply for handling and shipping costs.

Chargebacks

Chargebacks during returns may delay resolution. Contact us first for a faster outcome.

Other Important Information

• Hygiene Standards: Opened or used items cannot be returned unless faulty.
• No Direct Exchanges: Only refunds or credits. Place a new order for replacement items.
• Dispute Resolution: Contact us if you believe the policy hasn’t been honoured. Escalation is possible to NSW Fair Trading.
• International Returns: No guarantees for returns on international orders. Contact us for case-by-case assistance.