Refund and Return Policy

Thank you for choosing CPAP Nepal. We are committed to ensuring customer satisfaction. However, due to the medical and personal-use nature of sleep apnea equipment, we follow a strict return and refund policy to protect the health and safety of all patients.

1. General Return Guidelines

If you wish to return an item, please contact us within 7 days of receiving your order.

• The item must be in the same condition as received.
• The item must be unopened, unused, and in original factory-sealed packaging.
• Original receipt or proof of purchase is required.

2. Hygiene Exception (Non-Returnable Items)

For the protection of all our patients, we cannot accept returns for items that have been opened or had their factory seal broken.

• CPAP & BiPAP Masks (Full-Face, Nasal, Nasal Pillow)
• CPAP Tubing & Hoses (Standard & Heated)
• Water Chambers & Humidifier Tubs
• Disposable Air Filters
• CPAP Chin Straps & Headgear

Reason: These are personal hygiene products. Once opened, they are no longer sterile and cannot be resold to another patient.

3. CPAP & BiPAP Machines

• Unopened Machines: Eligible for return within 7 days, subject to a 10–15% restocking fee to cover administrative and testing costs.
• Opened or Used Machines: Non-returnable once used or once the therapy “hours of use” meter is activated. Technical issues are handled under the manufacturer’s warranty.

4. Damaged or Defective Items

If your order arrives damaged or defective within Nepal:

• Please inspect items upon delivery and notify us within 24 hours.
• We will arrange repair or replacement after defect verification.
• Mechanical failures after use are covered by the manufacturer’s warranty (ResMed, BMC, etc.).

5. Rental Security Deposits

For CPAP/BiPAP rental services (Kathmandu and nearby areas):

• Security deposits are refunded in full once the device is returned in good working condition.
• Deductions may apply for physical damage, missing accessories, or excessive cleaning requirements.

6. Refund Process

• Returned items are inspected before refund approval.
• Approved refunds are processed within 5–7 business days.
• Refunds are issued via original payment method (Bank Transfer, Fonepay) or store credit.

7. Shipping Costs for Returns

• Customers are responsible for return shipping costs.
• Shipping charges are non-refundable.
• Original delivery fees will be deducted from the refund amount.

8. Contact Us

For questions or to initiate a return, please contact our Kathmandu support team:

• Phone / WhatsApp: +977-9841175154
• Email: info@cpapnepal.com
• Address: Kathmandu, Nepal