CPAPstore.eu and Company Values
At CPAPstore.eu, we have a deep understanding of the challenges that users with sleep apnea face. Our team consists of experienced professionals with extensive knowledge in sleep apnea therapy and its related products. We are committed to providing our customers with not only high-quality products but also the necessary support and guidance to help them effectively manage their condition. Our personal experience with sleep apnea has given us a unique perspective, and we are dedicated to using our expertise to assist our customers in achieving a better quality of life.
Informations
Payment Methods
Shop securely anytime on our website.
At CPAPstore.eu, we offer a range of secure payment options to ensure our customers’ convenience. Our website is protected with SSL technology, guaranteeing the full security of all transmitted data during transactions.
When making a purchase on our site, you can select from the following payment methods:
- MasterCard and Visa
- PayPal
- Direct Bank Deposit
- iDEAL
- Bancontact
- Sofort Banking
- Apple Pay
For credit card payments, we use the Mollie secure gateway. Additionally, you can use your PayPal account for transactions. If you choose Direct Bank Deposit, you’ll receive an email post-order placement containing payment instructions and our account details.
Please be aware that orders paid via bank deposit will only be confirmed and shipped upon the receipt of funds. Be assured that CPAPstore.eu prioritizes the security and confidentiality of your personal information and payment details, allowing you to shop with complete confidence.
CPAPstore.eu is a European company based in Bulgaria, offering free customs duty shipments to all countries within Europe union. We provide delivery services to both European Union countries and worldwide. The cost of postage is calculated during the checkout process after you provide the shipping address.
All orders go through three stages:
- Authorization of funds and fraud check before forwarding the order request to our warehouse.
- Quality inspections and configuration of the goods according to the patient’s needs, where applicable and based on medical prescriptions.
- Dispatch of the order based on the selections made on the checkout page.
Depending on various criteria, delivery options may be offered on the checkout page, including:
- Validity and accuracy of transaction data and shipping details.
- Product availability at the time of ordering (in most cases, 99% of products are in stock).
- Order processing volume.
- Product type and whether it requires documentation or configuration.
- Size/weight of the order.
- Destination of the order.
CPAPstore.eu typically processes orders within 1-2 working days. However, it may take at least two working days for the order to be shipped to you, and longer in the case of backorders. Express shipping orders are prioritized, followed by Standard shipping, and finally, those with free shipping.
We utilize UPS or DHL couriers for free shipping, depending on the address and destination.
Delivery time estimates indicate the duration it will take for the courier to deliver your products. It’s important to note that the estimate only includes the actual delivery time and does not account for the processing time required by CPAPstore.eu to fulfill your order. Rest assured, CPAPstore.eu will do their best to promptly process your order and ensure a smooth delivery experience.
CPAPstore.eu strives to provide timely and efficient delivery services to ensure your order reaches you as quickly as possible.
Europe Destinations:
| Delivery | Time | Coverage | Courier |
| DHL or UPS Standard | 4-7 Working Days | EU except Malta & Cyprus | DHL |
| DHL or UPS Express | 1-3 Working Days | Europe | DHL |
| Free Shipping*** | 7-12 Working Days | For Orders 150€ and more | DHL or UPS |
Worldwide and Non-Europe Destinations:
IMPORTANT NOTE FOR NON-EUROPEAN COUNTRIES:
All prices for non-European countries listed on our website are exclusive of taxes. During the checkout process, the final price will be calculated without including taxes.
It’s important to note that in certain countries, local authorities may impose customs duties, handling charges, or other fees. CPAPstore.eu does not assume responsibility for these additional charges. It is advisable to familiarize yourself with the customs regulations and potential fees of your country before placing an order.
| Delivery | Time | Coverage | Courier |
| DHL or UPS Standard | 5-12 Working Days | Worldwide (except overseas) | DHL |
| DHL or UPS Express | 3-5 Working Days | Worldwide | DHL |
| Free Shipping*** | 15-20 Working Days | For Orders 150€ and more | DHL or UPS |
Order sent by courier companies
Courier companies typically operate and deliver orders from Monday to Friday, between 9:00 AM and 5:00 PM. However, if you have any specific delivery time requirements or exceptions for your order, please make a note of it in the “Customer Note” section during the checkout process. Alternatively, you can inform us via email so that we can communicate the information to the courier company.
Please ensure that you regularly check your emails for any notifications that may come from CPAPstore.eu or the courier company regarding your order. Staying updated with communication will help ensure a smooth and successful delivery experience.
Important Notice: It is crucial to follow specific procedures when receiving a delivery to ensure any potential damage is properly documented. If the goods arrive visibly damaged, we strongly advise you to refuse the delivery and clearly state the refusal on the delivery note provided by the courier. In cases where you are unsure about the condition of the package, we recommend thoroughly inspecting it before signing your acceptance.
Please be aware that signing for the goods without noting any damage implies acceptance of them in good condition. If you later discover any transit damage and have already signed for the goods, it becomes challenging to make claims for compensation. We want to emphasize that it is your right to thoroughly inspect the package and be fully aware of what you are signing for, even if the courier seems rushed.
We encourage you to exercise caution and ensure that you are satisfied with the condition of the goods before accepting the delivery. Your vigilance in adhering to these procedures will help us address any issues promptly and provide appropriate resolutions.
Missed Deliveries:
In the event that you miss the delivery of your order, the courier will typically leave a notification card or sticker in your letterbox. It will contain instructions on how to proceed to arrange a new appointment for receiving the goods. We recommend promptly contacting the courier to reschedule the delivery. It is important to be precise with the appointment time to avoid any additional charges imposed by the courier agent.
Additionally, you will receive an email notification regarding the location of your goods. If you find that the original delivery address is not convenient, you may request for the goods to be sent to a different address. However, please note that this will incur a redelivery charge. The goods will need to be returned to the courier’s depot, relabeled, and resent to the new address.
In the event that all attempts of delivery are unsuccessful, and the goods are returned to our facilities, you may be subject to a ‘returned product’ courier charge. Additionally, you will be responsible for covering the postage costs for reshipping the products back to you.
We advise you to make the necessary arrangements promptly to ensure successful delivery and avoid any potential charges or inconveniences.
Note: Please be aware that PO Box numbers cannot be accepted as valid delivery addresses. CPAPStore.eu holds no responsibility for undelivered packages resulting from incorrect shipping addresses provided by the customer or if the parcel is returned due to the customer’s failure to collect it from the post office.
One Stop Shop (OSS) system in the EU
CPAP Store is proud to participate in the EU’s One Stop Shop (OSS) VAT scheme, enhancing your shopping experience. As our valued customer, you benefit from simplified VAT payments for purchases made on our platform, in compliance with EU regulations. CPAP Store Ltd ensures the correct VAT handling by processing the VAT return to the country where the order was placed, adhering to the specific VAT percentage of that country.
At CPAP Store, we adjust the VAT percentage during checkout, providing accurate and transparent VAT calculations in accordance with the respective shipping country’s regulations. While our base VAT is set at 20%, please note that during the checkout process, the VAT percentage applied to your purchase will be recalculated based on the VAT rate of the shipping destination country.
For orders shipped to countries outside of Europe, VAT will be excluded during the checkout process. Please note that your local customs authority may apply VAT, duties, and other import charges upon arrival in your country. These additional charges are the responsibility of the customer and will be assessed by your country’s customs authorities in accordance with their regulations. For a seamless experience, we recommend checking with your local customs office to understand the specific charges that may apply to your order.
CPAPstore.eu Return – Refund – Exchange Policy
We aim to ensure the satisfaction of our customers at CPAPstore.eu, and we dedicate substantial effort to our support and services. We are committed to assisting you with any return, refund, or exchange requests. To initiate the process, please notify us within 14 days by completing the form below. Include your name, email, Order Number, Mobile Number, and the reason for the return or exchange.
Due to the nature of medical equipment and hygiene considerations, the product you wish to return or exchange must be unopened, unused, and free from any signs of prior use. If you have any doubts about which product to purchase, please contact us before making your purchase. The cost and responsibility for safely returning the products to us will be borne by you. For hygiene reasons, products from CPAPstore.eu that come into direct or indirect bodily contact, such as skin or exhalation, cannot be returned or exchanged.
Returns (if applicable):
Our return policy lasts for 14 days. If more than 14 days have elapsed since your purchase, we regret that we cannot offer a refund or exchange.
To be eligible for a return, the item must be unused and in the same condition as when you received it. It must also be in its original packaging.
Partial refunds may be granted in specific cases:
- If an item is not in its original condition, is damaged, or has missing parts for reasons not attributable to our error.
- If an item is returned more than 14 days after delivery.
Refunds (if applicable):
Upon receiving and inspecting your return, we will send you an email to confirm the receipt of your item. We will also notify you regarding the approval or rejection of your refund.
If your refund is approved, it will be processed, and the credit will be automatically applied to your credit card or original payment method within a specified number of days.
Please note that refunds will not be issued for products that are not returned with their original packaging or show clear signs of prior use unless they are found to be faulty and still within the manufacturer’s warranty.
Shipping costs are non-refundable. In the case of free shipping or when an item is not accepted for delivery and is returned to us, the following amounts will be deducted from your refund:
- For Free Shipping: 18 € for products up to 1 kg, 36 € for products over 1 kg.
- For Express and Standard: The same amount as the shipping costs (e.g., if the shipping cost is 20€, we will deduct 40€).
Late or Missing Refunds (if applicable):
If you haven’t received your refund, please follow these steps:
- Check your bank account.
- Contact your credit card company. There may be a delay in the posting of the refund.
- Contact your bank, as there is often processing time before the refund is credited to your account.
If you have completed these steps and still have not received your refund, please get in touch with us by completing the form below.
Exchanges (if applicable):
We only replace items if they are defective or damaged. Depending on the circumstances and our discretion, we will either promptly replace the faulty unit with a new part or send it back to you at our expense. If you need to exchange it for the same item, please contact us by completing the form below.
Shipping:
To return your product, please contact us by completing the form below. You will be responsible for the shipping costs associated with returning your item. Please note that shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund.
Cancel Order:
If you have mistakenly placed an order or wish to cancel it, please notify us within the next 2 hours. After this point, the order will be processed and sent to the courier agent for shipment, and we will be unable to refund you for the shipping costs. If the shipping was originally free, you will be billed for the associated costs.
Read More at Returns & Refunds
Notification System
Your desire to stay informed about your shipment is important to us.
Every order from CPAPstore.eu includes a tracking number so you can easily monitor its progress and delivery status.
For shipments handled by couriers like UPS or DHL, each has its own tracking system, providing real-time updates. Expect an email from the courier containing your unique tracking number and instructions on how to follow your package’s journey.
We’re committed to prompt shipping and on-time delivery at CPAPstore.eu. Should you have any queries, concerns, or need assistance with tracking your package, please reach out to us without hesitation. Your satisfaction is our priority.
Free Consultation
At CPAPstore.eu, we understand that managing sleep apnea can be challenging, and we’re here to help. That’s why we offer a free consultation service with our knowledgeable team, who are backed up by years of CPAP and sleep experience.
Our team is composed of experts who have firsthand experience with sleep apnea and CPAP therapy. They can help you with any questions or concerns you may have about sleep apnea, CPAP machines, masks, and accessories.
During the consultation, we will take the time to listen to your needs and concerns, and offer personalized recommendations based on your specific situation. We can also provide guidance on machine settings and mask fittings to ensure that you are getting the most out of your therapy.
At CPAPstore.eu, we are committed to providing you with the support and resources you need to successfully manage your sleep apnea. Contact us today to schedule your free consultation and take the first step towards better sleep.
Compliance Data Reports
For all the products we offer, we provide free data compliance reports for you and your doctor. Simply send us the complete files and folders from the SD card of the machine in a zipped format using WinZip or WinRAR. You can then send the zipped file using the www.wetransfer.com service to our email address support(@)cpapstore.eu.
Selected range of products
We offer a wide range of machines, masks, and supplies from trusted and supported brands, including a broad variety of mask types and sizes for you to choose from.