1.1 Medical & Hygienic Nature of Products

CPAP and BiPAP machines, masks, and associated accessories are classified as medical devices under UAE Ministry of Health and Prevention (MOHAP) regulations. These products are used for the treatment of obstructive sleep apnea and come into direct contact with a patient's airway, face, and respiratory system during use.

For reasons of patient safety, public health protection, and hygiene, medical devices that have been opened, used, or whose original factory seals have been broken cannot be resold, reissued to another patient, or returned to circulating stock under any circumstances. This is not a commercial decision — it is a medical and regulatory requirement that protects both our customers and the broader patient community.

1.2 Regulatory Framework

Our return and exchange policy is designed in accordance with:

• UAE Federal Law No. 15 of 2020 on Consumer Protection
• UAE Cabinet Resolution No. 66 of 2023 on the Executive Regulations of the Consumer Protection Law
• UAE Ministry of Health and Prevention (MOHAP) medical device regulations
• Dubai Health Authority (DHA) healthcare product standards
• International medical device hygiene and infection control guidelines

1.3 Guidance Before Purchase

We strongly encourage all customers to contact us before purchasing, particularly for CPAP machines and masks, to ensure the correct product, size, and configuration is selected. Our team is available via WhatsApp, phone, and in person at our Business Bay showroom to assist with product selection, mask fitting guidance, and compatibility questions — at no charge and with no obligation to purchase.

2.1 At a Glance

3.1 All Machine Sales Are Final

Once a CPAP or BiPAP machine has been purchased and delivered, the sale is complete and final. This applies regardless of whether the machine has been opened, set up, or used. The following reasons do not qualify for a return, exchange, or refund under any circumstances:

• Change of mind after purchase
• Machine purchased in error (wrong model, pressure range, or configuration)
• Prescription change after purchase
• Patient discomfort or intolerance to PAP therapy
• Compatibility issues identified after purchase
• Availability of a lower price elsewhere after purchase
• Gift or purchase on behalf of another person who does not want the item

3.2 Why Machine Sales Are Final

CPAP and BiPAP machines are personalised medical devices. Once a machine has been set up, activated, or used — even for a single night — it has been in direct contact with a patient's airway. UAE medical device regulations and international infection control guidelines prohibit the resale or reissue of used respiratory equipment to another patient. Even machines returned in what appears to be unused condition cannot be verified as clinically safe for reissue without disassembly and clinical inspection — a process that renders them unsaleable as new equipment.

We strongly encourage customers to seek medical advice and consult our team before purchasing to ensure the correct device is selected.

3.3 Machine Defects

If a CPAP or BiPAP machine is received with a confirmed manufacturing defect, please refer to Section 7 (Defective Products) and Section 12 (Warranty Claims) of this Policy.

4.1 Opened or Used Masks — All Sales Final

CPAP masks — including full face masks, nasal masks, nasal pillow masks, and AirMini-compatible masks — that have been opened, fitted, or used cannot be returned or exchanged under any circumstances. A mask is considered opened once the factory seal on the packaging has been broken, regardless of whether the mask has been worn. This policy exists because once opened, a mask has potential skin contact and cannot be hygienically repackaged for resale to another patient.

4.2 Sealed & Unopened Masks — Exchange Within 7 Days

A CPAP mask that remains in its original, factory-sealed, unopened packaging may be exchanged for a different mask, size, or model within 7 calendar days of the date of purchase or delivery, subject to the following conditions:

• The original packaging must be completely intact with all factory seals unbroken
• All original components, documentation, and accessories must be included
• The item must show no signs of having been opened, used, or tampered with
• The exchange request must be submitted in writing to info@cpapmedtrade.com or via WhatsApp within the 7-day window
• The customer is responsible for any difference in price between the original and replacement item
• No cash refund will be issued in place of an exchange

4.3 Mask Fitting Guidance

To minimise the risk of purchasing the wrong mask size or style, we strongly recommend visiting our Business Bay showroom for an in-person mask fitting consultation before purchasing. Our team can also assist with mask selection via WhatsApp and phone. This service is free of charge and available to all customers.

5.1 Opened Accessories & Supplies — All Sales Final

The following items are non-returnable and non-exchangeable once the original packaging has been opened or any seal has been broken:

• CPAP tubing and heated tubing
• Humidifier water chambers and water tubs
• CPAP filters (disposable and reusable)
• Mask cushions, nasal pillows, and mask liners
• Headgear and straps
• CPAP cleaning accessories
• Distilled water
• SD data cards
• Power supplies and adapters
• CPAP pillows and positional aids
• Chin straps and mouth tape
• Any other accessory or supply item that has been opened or used

5.2 Sealed & Unopened Accessories — Exchange Within 7 Days

Accessories and supply items that remain in their original, factory-sealed, unopened packaging may be exchanged within 7 calendar days of the date of purchase or delivery, subject to the same conditions as set out in Clause 4.2. No cash refund will be issued in place of an exchange.

6.1 WatchPat One — All Sales Final

The WatchPat One Home Sleep Apnea Test is a single-use, disposable medical device. All WatchPat One sales are strictly final. The device cannot be returned, exchanged, or refunded under any circumstances, including:

• The customer decides not to proceed with the sleep test
• The test was not completed or was interrupted
• The customer was advised by a physician not to proceed
• The device was not used within any particular timeframe

If the WatchPat One device arrives damaged or with a confirmed manufacturing defect, please contact us within 48 hours of receipt as set out in Section 7.

7.1 Reporting a Defect

If you believe a product you have received has a manufacturing defect, you must notify us in writing within 48 hours of the date of delivery. Notifications must be submitted by:

• Email: info@cpapmedtrade.com
• WhatsApp: +971 56 593 5931

Your notification must include:

• Your full name and order number
• A clear description of the defect
• Photographs or video clearly showing the defect
• The serial number of the device (for machines)

Defect claims submitted more than 48 hours after delivery will not be accepted and the product will be referred directly to the manufacturer's warranty process as set out in Section 12.

7.2 Assessment Process

Upon receipt of a defect notification, our team will assess the reported issue. We reserve the right to inspect the product before authorising a replacement. Assessment may involve:

• Review of the photographs or video provided
• Request for the product to be returned to our Business Bay office for physical inspection
• Consultation with the manufacturer's technical support team

We will endeavour to complete our assessment and communicate our decision within five business days of receiving all required documentation.

7.3 Replacement — Not Refund

Where a manufacturing defect is confirmed, we will arrange a like-for-like replacement of the defective product. No cash refund will be issued in any circumstances — including where a confirmed manufacturing defect is established. The remedy for a defective product is replacement only.

7.4 What Is Not Covered

The following are not considered manufacturing defects and do not qualify for replacement under this section:

• Damage caused by improper use, mishandling, or accidental damage
• Normal wear and tear including cushion degradation and headgear stretch
• Damage caused by use of non-genuine accessories or consumables
• Issues arising from incorrect pressure settings or patient compliance
• Cosmetic damage that does not affect the function of the device
• Products that have been modified, repaired, or tampered with by the customer or a third party

8.1 Wrong Item Delivered

If you receive an item that is different from what you ordered, notify us within 48 hours of delivery with your order number and a photograph of the item received. We will arrange collection of the incorrect item and dispatch of the correct item at no additional cost to you, provided the incorrect item is returned in the same condition as received, unopened and unused.

8.2 Damaged in Transit

If your order arrives visibly damaged — whether the outer packaging or the product itself — notify us within 48 hours of delivery with photographs of the packaging and the damaged item. We will assess the damage and arrange a replacement where transit damage is confirmed. Do not open or use a product that appears damaged in transit before contacting us, as doing so may affect your ability to make a claim.

8.3 Missing Items

If your order is missing an item that was confirmed in your order confirmation, notify us within 48 hours of delivery. We will investigate and dispatch any confirmed missing item at no additional cost.

9.1 Cancellation Before Dispatch

Orders may be cancelled without charge if the cancellation request is received before the order has been dispatched from our warehouse. To request a cancellation, contact us immediately by WhatsApp on +971 56 593 5931 or by email at info@cpapmedtrade.com. As many orders are dispatched on the same day they are placed, we cannot guarantee that a cancellation request will be processed before dispatch.

9.2 Cancellation After Dispatch

Once an order has been dispatched, it can no longer be cancelled. If the order is refused at delivery or returned to us undelivered, it will be treated in accordance with this Returns & Exchange Policy. No cash refund will be issued for refused or returned deliveries.

9.3 No Cash Refund on Cancellation

In the event that a pre-dispatch cancellation is approved, any payment made will be credited to store credit for use on a future purchase. No cash refund will be issued under any circumstances. See Section 11 for our full No Cash Refund Policy.

10.1 How to Request an Exchange

To request an exchange for an eligible sealed, unopened item within the 7-day exchange window:

1. Contact us in writing by email at info@cpapmedtrade.com or by WhatsApp on +971 56 593 5931
2. Provide your full name, order number, and the item you wish to exchange
3. Specify the replacement item, size, or model you require
4. We will confirm eligibility and provide instructions for returning the original item
5. The original item must be received by us before the replacement is dispatched

10.2 Cost of Exchange

• The customer is responsible for the cost of returning the original item to our Business Bay office
• Where the replacement item is of higher value than the original, the customer must pay the price difference before the replacement is dispatched
• Where the replacement item is of lower value than the original, no cash refund of the difference will be issued — store credit may be applied at our discretion
• Delivery of the replacement item will be charged at standard delivery rates

10.3 In-Person Exchanges

Customers are welcome to bring eligible sealed items for exchange to our Business Bay showroom in person during opening hours. In-person exchanges are processed on the same day where the replacement item is in stock. Please bring your original order confirmation or receipt.

11.1 Absolute No Cash Refund Position

Once payment for an order has been processed and confirmed, no cash refund will be issued to the original payment method or by any other means, including:

• Bank transfer reversal
• Credit or debit card chargeback initiated by CPAP Medical Trading
• PayPal refund
• Cash payment at the showroom
• Any other monetary reimbursement

This policy applies to all product categories including machines, masks, accessories, and sleep study test devices.

11.2 Rationale

The no cash refund policy exists for three primary reasons:

• Medical device regulations: Used or opened medical equipment cannot be legally resold under UAE regulations. A returned machine or opened accessory has no resale value and cannot be recirculated. Issuing a cash refund in these circumstances would result in a financial loss that the business cannot absorb.
• Hygiene standards: The nature of respiratory medical devices means that once used, even briefly, items cannot be certified as hygienic for resale. This is an industry-wide standard applied by all licensed UAE medical equipment retailers.
• Fraud prevention: A strict no-refund policy protects our business and genuine customers from fraudulent return claims involving used equipment.

11.3 Store Credit

In exceptional circumstances at the sole discretion of CPAP Medical Trading management — for example, a confirmed manufacturing defect where a direct replacement is not available — store credit equivalent to the purchase value may be offered as an alternative. Store credit is valid for 12 months from the date of issue and may be applied against any future purchase from cpapmedtrade.com or our Business Bay showroom.

11.4 Chargeback & Payment Disputes

CPAP Medical Trading reserves the right to contest any payment chargeback or dispute raised with a card issuer, bank, or payment processor where the chargeback is inconsistent with this Policy and where the customer has received the goods ordered in the condition described. Evidence of order fulfilment, delivery confirmation, and customer agreement to this Policy will be provided to the relevant payment processor in support of any contested chargeback.

12.1 Manufacturer Warranty

All CPAP and BiPAP machines sold by CPAP Medical Trading carry a manufacturer's warranty — typically 2 years for machines. Masks, humidifiers, and power adapters carry a 90-day manufacturer's warranty. Consumable accessories including filters, tubing, cushions, and headgear are not covered by manufacturer warranty beyond any confirmed manufacturing defect reported within 48 hours of delivery as described in Section 7.

12.2 How to Submit a Warranty Claim

To submit a warranty claim for a machine that has developed a fault after the 48-hour defect reporting window:

1. Contact us at info@cpapmedtrade.com or WhatsApp +971 56 593 5931
2. Provide your order number, device serial number, and a description of the fault
3. We will liaise with the manufacturer on your behalf to assess the warranty claim
4. Where the fault is covered under the manufacturer's warranty, the device will be repaired or replaced by the manufacturer at no cost to you
5. Where the fault is not covered under warranty (e.g., accidental damage, user damage, or expired warranty), a diagnostic and repair fee may apply

12.3 Warranty Handled Locally

As a UAE-based business with a physical showroom, all warranty claims are handled locally by our team in Dubai. Customers do not need to ship devices to overseas service centres or deal with international logistics. Warranty assessment and processing is conducted from our Business Bay office in coordination with the relevant manufacturer's regional service partner.

12.4 Warranty Exclusions

The manufacturer's warranty does not cover:

• Damage caused by misuse, abuse, or failure to follow the manufacturer's instructions
• Damage caused by use of non-genuine accessories, tubing, or consumables
• Normal wear and tear
• Damage caused by power surges or incorrect voltage
• Devices that have been opened, modified, or repaired by anyone other than an authorised service centre
• Cosmetic damage that does not affect device functionality

13.1 Applicable Law

This Returns & Exchange Policy is governed by and construed in accordance with the laws of the United Arab Emirates, including UAE Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations. Any dispute arising from this Policy shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

13.2 Consumer Rights

This Policy does not affect any statutory rights you may have under UAE Federal Law No. 15 of 2020 on Consumer Protection. If you believe your statutory consumer rights have been infringed, you may contact the UAE Ministry of Economy's Consumer Protection Department or the Dubai Economy and Tourism (DET) Consumer Protection Unit.

13.3 Updates to This Policy

CPAP Medical Trading reserves the right to update this Policy at any time. The most current version will always be published at cpapmedtrade.com/pages/returns-exchange-policy. Continued use of our Website or placement of an order following any update constitutes acceptance of the revised Policy.