Quick answer
Virtual Sleep Care accepts eligible returns within 30 days of delivery. Products must be unopened, unused and in their original sealed packaging. CPAP masks that do not fit can be exchanged for a different size or style within 30 days under our mask exchange. Every return requires authorization before it is shipped back to us.
Contact support@virtualsleepcare.ca with your order number and the reason for the return. We will review eligibility and provide return instructions. Sending a parcel without authorization may delay its assessment.
Return eligibility
To be eligible for a return, all of the following must apply:
- The return request is made within 30 days of delivery.
- The product is unopened and unused.
- The product remains in its original sealed packaging.
- You have the order number or other proof of purchase.
- Virtual Sleep Care has authorized the return before it is shipped.
Opened, used or unsealed products are not eligible for a standard return, but masks can be exchanged under our 30-day mask exchange. This is especially important for masks, cushions, tubing, humidifier chambers and other products that come into contact with the face, airway or water used in therapy.
How to request a return
- Email support@virtualsleepcare.ca with your order number, the product you want to return and the reason for the request.
- Keep the product, original sealed packaging, shipping materials and order documents while we review the request.
- Wait for authorization and return instructions before sending the product.
- Package the authorized return securely and follow the shipping instructions provided by our team.
Damaged, incorrect or incomplete deliveries
Inspect your parcel and order soon after delivery. If the package or product is damaged, or an item is incorrect or missing, keep the product, packaging and shipping label and contact us promptly. Include your order number, a description of the issue and clear photographs when available.
Do not use a product that appears damaged, opened, contaminated or unsafe. When a return is required because of a Virtual Sleep Care error, carrier damage, a defect or a misdescription, Virtual Sleep Care will be responsible for the return-shipping cost.
Return shipping
Customers are responsible for return-shipping costs for an eligible standard return. Virtual Sleep Care covers return shipping when the return is due to our error, carrier damage, a defect or a misdescription.
Use the return instructions provided with your authorization. Do not send a product to the manufacturer or to an address found elsewhere unless our team specifically directs you to do so.
Refunds
After an authorized return is received, we will inspect it and notify you of the outcome. If the refund is approved, it will be issued to the original payment method. Your bank or card provider may require additional time to post the credit to your account.
Virtual Sleep Care does not charge a restocking fee. Original shipping charges and customer-paid return-shipping costs are not refundable unless the return results from our error, carrier damage, a defect or a misdescription.
30-day CPAP mask exchange
Finding the right CPAP mask can take more than one try. If a mask you bought from Virtual Sleep Care does not fit or is not comfortable, you can exchange it for a different size or style within 30 days of delivery.
- Time limit: contact us within 30 days of the date your mask was delivered.
- What qualifies: complete mask systems bought from Virtual Sleep Care. Separately purchased cushions, pillows, headgear, frames and accessories cannot be exchanged once opened.
- One exchange per mask: you can exchange each mask purchase once, for a different size or a different style. If the replacement costs more, you pay the difference.
- Condition: return every part of the mask, cleaned according to the manufacturer’s instructions. Original packaging is preferred. Masks that are damaged or have been altered are not eligible.
- Authorization first: email support@virtualsleepcare.ca with your order number and what is not working. Before you ask for an exchange, check our mask fitting guide, because a small adjustment sometimes solves the problem.
- Shipping: you pay the shipping costs for a mask exchange.
- Hygiene: returned masks are never resold or given to another person.
Unopened masks in their original sealed packaging can also be returned for a refund under the standard return policy above.
Exchanges and replacements
If a product arrives damaged, defective, incorrect or incomplete, contact us before sending anything back. We will review the order and explain the available replacement, exchange or refund process. Availability may affect whether the same product can be supplied.
Need help?
Email support@virtualsleepcare.ca with your order number and question. Do not include sensitive health information in ordinary email.
Machine orders with an insurance deposit
For machine orders where the insurance invoice follows clinician-confirmed compliance, returns close 30 days after delivery. After that, the machine cannot be returned, even unopened. An extended therapy trial does not extend or reopen the return window.
The therapy reminder schedule starts on the clinician-recorded therapy start date. This may be different from the delivery date and does not change the return deadline.