At CPAP Hub Australia, we want you to feel confident shopping with us. This policy explains your rights and options if something isn't right with your order, and operates alongside and does not limit your rights under Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law: Products sold by CPAP Hub Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights exist in addition to any other rights and remedies available under Australian law, and nothing in this policy is intended to limit them.
Faulty or Incorrect Items: If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us at [INSERT EMAIL ADDRESS] within [INSERT TIMEFRAME, e.g. 7 days] of delivery, including your order number, a description of the issue and photos where possible. Depending on the situation, we'll arrange a repair, replacement or refund in line with your rights under Australian Consumer Law.
Change of Mind: We understand that sometimes a product isn't quite what you expected. For eligible items, we accept change-of-mind returns within [INSERT TIMEFRAME, e.g. 30 days] of delivery, provided that:
- The item is unused, unopened and in its original, undamaged packaging
- The item is not listed as excluded below
- You cover the cost of return shipping, unless the item is faulty
- Proof of purchase is provided
Change-of-mind returns are offered at our discretion and are not required under Australian Consumer Law. We provide this as an added convenience to our customers.
Items That Cannot Be Returned for Change of Mind: For hygiene and safety reasons, the following items cannot be returned for change of mind once opened:
- Masks, cushions and headgear
- Filters and other single-use consumables
- Tubing and hoses that have been unpackaged
- Any product where the packaging seal has been broken
This exclusion does not affect your rights under Australian Consumer Law if the item is faulty.
How to Start a Return: To request a return, contact us at [INSERT EMAIL ADDRESS] with your order number and the reason for return. Our team will confirm whether your item is eligible and provide instructions for sending it back to our Gregory Hills, NSW facility.
Refunds: Approved refunds will be processed to your original payment method within [INSERT TIMEFRAME, e.g. 5–10 business days] of us receiving and inspecting the returned item. Original shipping costs are non-refundable unless the return is due to a fault or error on our part.
Warranty: Many products we sell carry a manufacturer's warranty in addition to your rights under Australian Consumer Law. Warranty terms vary by brand and product — please refer to the individual product listing or contact us for details specific to your item.
Questions about a return? Reach out to us at [INSERT EMAIL ADDRESS] or [INSERT PHONE NUMBER].