Returns & exchanges

Unopened, unused devices in original packaging may be returned within 30 days of delivery for a full refund, less a $75 restocking and recertification fee. Once a device has been powered on and used, it can no longer be resold as new — used devices that are defective fall under warranty exchange instead of return (see below).

Masks carry a 90-day fit guarantee: if a cushion size doesn’t hold seal, we’ll exchange it for a different size at no cost, no questions asked. Opened mask cushions are exchange-only for hygiene reasons and are not eligible for cash refund.

If a device arrives defective or fails within its warranty window, contact your concierge specialist directly — defective units are exchanged, not returned for refund, and we cover return shipping in full. Most exchanges ship a replacement before the defective unit is even received back.

Call or email your concierge line with your order number. There is no self-service return portal — every return is handled directly by a specialist who already has your order and prescription on file.