Refund policy

This Policy describes Resolve’s (and its affiliates and subsidiaries, collectively “Resolve Sleep”, “we”, or “us”) management of online purchases, subscriptions, returns, exchanges, warranties, and cancellations.

Please review the information carefully before making any purchases.

Placing Online Orders

Please double-check your shopping cart and personal information before finalizing your purchase. Make sure you have selected the correct items, quantities, and sizes, and verify that your shipping address is accurate. We are not responsible for any errors in your order.

If you've ordered a CPAP machine, please upload your prescription to your order or email a copy to shop@resolvesleep.com along with your order number. This ensures your machine is set according to your therapy needs. If a prescription isn’t provided within 3 business days, your machine order will be shipped with manufacturer’s default settings, which may vary depending on the machine. Note: a prescription is not necessary for CPAP masks, parts, or accessory purchases.

Health Insurance Benefits and Coverage for CPAP Equipment

Most insurance providers require a prescription confirming your medical condition, along with a purchase receipt for any treatment equipment. Please check directly with your insurer to understand what is covered. Once you’ve made a purchase, submit the necessary documentation along with your invoice to your insurance provider for reimbursement. Invoices will include:

Date of Order

Patient’s personal, billing and shipping information

Itemized Purchases

Notes (if applicable)

Shipping Fee (if applicable)

Total Amount Paid

Our company’s logo and contact information (phone, email and address)

For accuracy and insurance purposes, order with the intended patient name only. Do not use your spouse's, parent's, or friend's name for orders. We do not alter names on invoices. If incorrect patient information was submitted, send a request to shop@resolvesleep.com with your order number for a cancellation before placing a new order with the correct information.

We do not submit claims on the patient's behalf or offer direct billing. Patients are responsible for providing and submitting appropriate documents for their own claims.

Select insurers prefer patients to work with clinical providers who offer sleep monitoring and compliance reports with you one-on-one. Please visit one of our local clinics that can provide those services to you.

If you need to access ADP funding, your purchase will need to be made in one of our local clinics. Please find a clinic near you by using our directory.

Returns and Exchanges

We will gladly accept returns on most unopened products within 30 days of delivery. Items returned must be sealed in their original packaging and condition. Shipping charges are non-refundable. Return shipping is the responsibility of the patient, and a 15% restocking fee will apply to all returned items. We do not accept returns on items without safety seals, opened items, items deemed opened, items deemed used (a machine is used if there are hours of usage on the unit), and clearance items.

For the health and safety of all our patients, some items are final sale and cannot be returned or exchanged under any circumstances.

Exchanges can be made within 30 days of the original delivery date if the item is unopened. The shipping fee for an exchange is the responsibility of the patient. Shipping fees associated with reshipping of the exchanged items will also be the responsibility of the patient unless the exchanged item is over $250.

Email us at shop@resolvesleep.com to initiate a return. Once approved, you will be provided with return instructions.

Approved returns and exchanges on eligible items should be sent to:

Resolve Sleep Health c/o Complete Respiratory Care
24 Viceroy Road, Unit 2
Concord Ontario L4K 2L9

Refunds will be issued after the returned product is received and inspected. Processing time can take up to 5 business days. Once the refund is issued, it can take up to 7 business days to appear on your card statement. Refund notifications will be sent via email to the address associated with your order.

Returns that are not properly initiated or do not comply with our return policy will be rejected and returned to you at your expense.

Warranties and Defects

CPAP Masks come with a 30 day warranty. Most manufacturers offer up to 3-year warranties on their machines (CPAP, BiPAP and APAP) and a 1-year warranty on humidifiers. If a product you purchased and received has a manufacturer defect, please immediately contact our Customer Service Team at shop@resolvesleep.com so we can evaluate the issue and make it right. Decisions for repair or replacement under the manufacturer's warranty period are made solely by the manufacturer. Any misuse of the equipment may void the warranty.

Machines (CPAP, BiPAP, APAP) and humidifiers, which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to be repaired by the manufacturer. This policy varies by manufacturer. Please contact our Customer Service Team at shop@resolvesleep.com for details and instructions.

Cancellations

Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these types of purchases.

Subscriptions: When you purchase and subscribe to an AutoShip Subscription, you agree to receive recurring deliveries and charges. These are based on the subscription duration and frequency you select. Your payment details will be stored securely, and you'll be charged for each of these deliveries.

Subscriptions are ongoing and may auto-renew at the end of their duration. You can opt-out of the subscription and or renewal by logging into your account and cancelling it. You may cancel or update your subscription at any time. Your order confirmation email and account have links to manage your subscription.

To cancel an order, log into your Resolve Sleep Shop account and click Subscriptions. You will find an option to cancel, pause or edit your subscription order(s). Please note we are unable to accommodate cancellation requests for orders already in process or in transit.

Orders may be automatically cancelled at any time due to insufficient stock, inability to authorize a credit card, suspicion of fraud or orders with shipping addresses outside of Canada.

Exceptions and Non-Returnable Items

For the health and safety of all our patients, certain items are final sale and cannot be returned or exchanged under any circumstances. These products are packaged without safety seals and, as such, are non-refundable and non-exchangeable.