Heartstrong Sleep will accept returns for purchases made through Heartstrong Sleep on unopened product(s) within 45 days of the date of delivery, with an approved RMA number.
Obtaining an approved RMA
All customers (International and Domestic) should contact a Heartstrong Sleep Customer Service Agent to arrange for an approved RMA number. Approved RMA return items must be received by Heartstrong Sleep within 30 days of the RMA issuance, in order to be valid for return consideration.
A restocking fee of 15% will be subtracted from the original charges or a store credit for the difference will be issued on returned items. The 15% restocking fee does NOT apply to exchanged items. All shipping costs are non-refundable.
Please email our returns department firstname.lastname@example.org or call us toll free at 877-815-7300 to receive more information about our return process or to arrange for an approved RMA number.
Returned Items Should Be Mailed To:
350 Nursery Rd #5101
The Woodlands, TX 77380
What Happens If I Order the Wrong Part or Size?
Heartstrong Sleep will exchange your item for the correct product and issue a store credit, or you will be responsible for the price difference depending on the circumstances:
A store credit will be offered if the exchanged product holds a higher value than the correct product/size needed.
Similarly, if the exchanged product holds a lower value than the correct product/size you will be responsible for the cost difference.
The cost of shipping your returned item(s) back to Heartstrong Sleep will be the responsibility of the customer.
There are no restocking fees on exchanged items.
We cannot accept any returns/exchanges on packages that have been opened. Therefore, it is important that you take your time picking the right product and size. You can call us for advice or download available sizing guides located on product pages.
Canceling My Order
Orders can be cancelled at any time without penalty until the time the order is shipped. Once an order has left our facility it becomes subject to our return policy above.
Note: Once an order leaves our facility the order can no longer be canceled. If you wish to return the order please keep in mind, we cannot accept any opened returns and the order will become subject to any applicable return fees (shipping fees, re-stocking fees, etc.)
If the product you have purchased needs to be returned due to a manufacturer defect, Heartstrong Sleep will exchange your product for the same item or an item of equal value at no additional charge (International shipping rates may apply on orders outside the continental U.S.).
All customers (International and Domestic) should contact a Heartstrong Sleep Customer Service Agent to obtain an approved RMA number for the return. Approved RMA return items must be received by Heartstrong Sleep within 30 days of the RMA issuance, in order to be valid for warranty consideration.
Product lines vary from manufacturer to manufacturer and your mask sizes may differ. Example: A medium mask size for one style may be a large for another, please refer to the mask sizing gauges available (you can always contact us to make sure).
We do consider all machines used if opened and if usage hours are placed on the machine. CPAP and BI-Level/Bi-PAP warranty decisions for repair or replacement are made by solely by the manufacturer.
All Machines (CPAP, Bi-Level, Bi-PAP, VPAP Adapt SV, Bi-PAP AutoSV, AutoPAP etc.,) 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.
Email our Customer Service team email@example.com or call us toll free @ 877-815-7300.