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Air Voel Returns and Refund Policy

Date of last update: 1st of December 2023

Air Voel Mask Guarantee

We strive to pair you with the most appropriate mask equipment to fit your preferences. If you’re uncertain which mask is most appropriate for you, we recommend trying our sizing guides available on our website or you can reach out to us by phone at 1 (844) 688-2727 or email at support@airvoel.ca.

When getting accustomed to PAP therapy, persistence is key and the mask that you are using now could be the most appropriate mask for you. If you feel there are significant issues with your mask, we offer a 30-Day Mask Guarantee on eligible masks where we can replace your mask with a different size or type. Please read the following details carefully:

  • The exchange request must be made within 30 days from the date of your purchase.
  • You are responsible for shipping both ways and returning your current mask back to us.
  • To exchange your mask for one with a higher cost, you will have to cover the difference.
  • Mask Guarantee can be performed only one time per customer.

Air Voel Return Policy

Air Voel accepts returns on sealed and unused CPAP Machines, Masks, and certain accessories within 30 days from the date your order shows that it was delivered. Opened and used CPAP, APAP, BiPAP, Portable PAP devices and batteries cannot be exchanged or refunded. These devices are personal medical devices and cannot be resold to other individuals. Special consideration may be granted under such circumstances as critical illness or a change in diagnosis of the intended user. The equipment must be unused and have all its accessories. Please contact us for more details.

Please Note: Manufacturer warranties and repairs are decided upon at the sole discretion of the manufacturer.

To begin a return, you must start a return authorization by email at support@airvoel.ca or by phone at 1 (844) 688-2727. You will be provided with a ticket number and instructions to begin the return process. Please provide us with your return tracking information as soon as possible. Air Voel is not responsible for any incurred shipping costs or issues in transit associated with your returned product(s) and we recommend requesting further information from your shipping carrier.

Air Voel does not offer refunds to your billed payment method. You can either exchange the item for a different size or type of a similar product or we can issue you a digital gift card that can be used towards the purchase of any product at airvoel.ca. You will not be credited any shipping costs associated with the original shipment, and a 15% restocking fee will be deducted from the credit.

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