Customer Service
Returns and refunds
From the time your order is received you can return it within 14 days. Please refer to Clause 5 of our Terms & Conditions for full information.
The return is free of charge.
To return a Product, log into your ResMed shop account, go to “My Account” then 'My Orders', select the correct order by clicking on the “Details” button, then click on 'Return Order' button to generate the RMA number. You have to select the products you wish to return and the quantity. If you purchased a product as part of a bundle or a pack, you must return all products in their original condition, unused and undamaged to receive a refund. We are unable to process partial refunds for products that are purchased as part of a bundle or a pack. In addition, we cannot accept returns on the supply of sealed products which are unsealed after delivery due to health protection.
After you submit the return request you will receive an automated email with a link which will redirect you to Royal Mail (or our nominated third party) portal to start the return request by completing the fields in the form as set out in Royal Mail (or our nominated third-party portal) to organise your return. Using Royal Mail (or our nominated third party) portal, you can either schedule a pickup by Royal Mail (or our nominated third party); or print the Return label and take it to the nearest Royal Mail (or our nominated third party) facility to process your return. If you are unable to print the Return label, please bring the Product to the nearest Royal Mail (or our nominated third party) facility, where they can print the Return label for you upon presenting the QR code.”
Once we have received your Return your refund will follow within two weeks.
Please note you must return the products using the provided Returns label within 30 days of creating your return request. Returns received after these 30 days period are not eligible for a refund.
How can I return my product(s)?
Items can be returned free of charge within 14 days. Please follow the instructions as set out above in this “Returns and refunds” section.
What is the return policy?
Please refer to the 'Returns and refunds' section above in addition to our Terms & Conditions for full information.
How long does the processing of refunds take?
Once we receive your return your refund will be processed within two weeks.
Is it possible to exchange an item?
We are unable to offer an exchange service. If you made your order within 14 days you can create a return request (see outlined above) and send the item back to us for a full refund. You may then place an order for the correct item when you are ready to do so.
Will I get my money back?
You will receive a full refund if you have returned your items within 14 days. Please note if you paid a shipping fee, this is only refunded if every item in your order is returned.
How much does it cost to return a product(s)?
Returns are free of charge using the pre-paid Royal Mail postage label. For more information, please refer to 'Return and refunds” section.
Can I return part of a bundle or a pack?
If you purchased a bundle product or a pack (e.g. device or mask cushion pack, etc.), individual items within the bundle or pack cannot be returned separately for a partial refund. To receive a full refund, all items within the bundle or pack must be returned together in their original packaging, unused, and in undamaged condition.
How many days do I have to return my order?
You have 14 days from the delivery date to make a return.
Will I get a refund on my shipping costs if I return my product?
You will only be refunded the shipping cost if you all items in your order are returned. If therefore a partial return is made, the original shipping cost will not be refunded.
Can I return merchandise that I do not like?
If you made your order within 14 days you can create a return request (see Return and refunds section) and send the item back to us for a full refund.
Can I include items from different orders together in one return parcel?
No. To enable the processing of your return when it arrives at our warehouse, only one return should be enclosed per parcel.
