Refund policy
The Sleep Institute Ltd. will accept returns on any unopened product within 30 days of the original ship date. A 10% restocking fee will be subtracted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned.
To avoid this, we make every effort to help you be sure of sizes and features of all items prior to purchase. We offer detailed product pages. Please call us if you have any doubt or question about your order before it ships. We can be reached 1-403-879-8261. You can also email us at info@thesleepinstitute.ca.
The Sleep Institute Ltd. will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us first for trouble shooting. Please note that any associated shipping cost to return merchandise to The Sleep Institute Ltd. is not covered in any warranty situation.
No credits or refunds will be issued until we have received the product into our facilities and examined them.
A special note about masks and machines:
Mask sizes vary, even between the different models by the same manufacturer. Just because you wear a medium mask in one model, do not assume you wear a medium in another. Check with us to be sure!
As this is medical equipment is considered a personal health device. All machines which include CPAP, APAP, BiPAP and Humidifiers, cannot be returned once the parcel has been opened, whether the unit shows hours of usage or not. CPAP and BIPAP warranty decisions for repair or replacement are made by solely by the manufacturer.
Machines (CPAP, APAP and BiPAP) which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to repaired by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee (which varies and is determined by the manufacturer), which may or may not be applied to the actual repair cost (depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment.