1.1 Manufacturer Warranty on Machines

CPAP machines, BiPAP devices, travel CPAP machines, and oxygen concentrators sold by the Company carry a Manufacturer Warranty provided by the respective original equipment manufacturer (OEM). The Company acts as an authorised retailer and facilitates warranty claims on the Customer's behalf where applicable.

1.2 Defect Exchange on Masks, Adapters & Humidifiers

CPAP and BiPAP masks, power adapters and cables, and humidifier units do not carry a manufacturer warranty. For these items, the Company offers a defect-based exchange only, as set out in Section 4 of this Policy.

1.3 Consumables — No Coverage

Consumable components (cushions, filters, tubing, headgear, water chambers, and similar items) carry no warranty and are not eligible for exchange due to degradation from normal use. See Section 5.

1.4 No Independent Warranty

The Company does not provide an independent warranty of its own beyond what is described in this Policy. All warranty obligations for warranted products are ultimately determined by the respective manufacturer.

1.5 Acceptance

By purchasing Equipment from the Company, the Customer accepts the terms of this Policy as applicable to their product category.

2.1 Coverage Summary by Product Category

Warranty periods commence from the date of purchase as evidenced by the Company's tax invoice. The Company reserves the right to update this table as manufacturer terms change.

2.2 What Manufacturer Warranty Covers

Manufacturer warranties cover defects in materials and workmanship that arise under normal, intended use during the applicable warranty period. This includes:

• Internal component failure not caused by external factors
• Electrical or mechanical faults present at time of purchase or emerging under normal use
• Manufacturing defects in the device body, display, or core therapy delivery mechanism
• Software or firmware faults that prevent the device from functioning as specified

2.3 Warranty Remedies

Where a covered defect is confirmed under manufacturer warranty, the remedy will be one of the following at the manufacturer's sole discretion:

• Repair of the defective unit
• Replacement with an identical or equivalent model
• Replacement of the specific defective component

2.4 No Cash Refunds Under Warranty

No cash refund is available under a warranty claim. Remedies are limited to repair or replacement only, consistent with our Refund and Returns Policy.

3.1 Warranty Exclusions

The following are excluded from all manufacturer warranty coverage for warranted products (machines and concentrators):

• Physical damage from dropping, impact, crushing, or mishandling
• Water damage or liquid ingress beyond the humidifier chamber as intended
• Damage from incorrect voltage, power surges, or incompatible power adaptors
• Use of non-genuine, counterfeit, or incompatible accessories or replacement parts
• Unauthorised repair, modification, or tampering by any party other than an authorised manufacturer service centre
• Cosmetic damage (scratches, dents, discolouration) that does not affect device function
• Failure to follow the manufacturer's operating instructions, cleaning guidelines, or maintenance schedule
• Use outside the manufacturer's specified operating environment (e.g. extreme temperatures or altitude)
• Normal wear and tear on any component
• Serial number label that has been removed, defaced, or altered
• Equipment resold, transferred, or gifted to a third party — warranty rights are non-transferable and apply to the original purchaser only

4.1 Company's Commitment

CPAP and BiPAP masks, power adapters, cables, and humidifier units do not carry a manufacturer warranty. However, the Company stands behind the quality of all products it sells. If any of these items are found to have a manufacturing defect, the Company will offer an exchange for the same item, subject to the conditions in this Section.

4.2 Eligibility Conditions

To be eligible for a defect exchange, all of the following conditions must be met:

• The defect must be reported in writing within 48 hours of receipt for items defective on arrival, or within 7 days of first use for defects that emerge immediately upon initial use
• The item must be returned in its original packaging with all included accessories and proof of purchase
• The item must show clear evidence of a manufacturing defect — not damage caused by misuse, improper cleaning, incorrect assembly, physical impact, or normal wear
• The item must not have been used beyond initial testing where a defect on arrival is claimed

4.3 Disqualifying Conditions

The following conditions will disqualify an item from defect exchange eligibility:

• Physical damage caused by the Customer including drops, tears, crushing, or contact with sharp objects
• Damage from improper cleaning agents, solvents, or non-manufacturer-approved products
• Incorrect assembly or use contrary to the manufacturer's instructions
• Mask cushion, headgear, or tubing degradation from regular use — these are consumables, not defects
• Reports submitted outside the timeframes stated in clause 4.2

4.4 Like-for-Like Exchange Only

Defect exchanges are like-for-like only — the same product, same size, same model. No upgrade, store credit, or cash refund will be issued under a defect exchange.

4.5 Inspection Right

The Company reserves the right to inspect the item before approving an exchange. If inspection confirms the issue is not a manufacturing defect, the item will be returned to the Customer and no exchange will be provided.

4.6 How to Initiate

To initiate a defect exchange for masks, power adapters, cables, or humidifiers, contact the Company via the channels listed in Section 10.

5.1 Items Classified as Consumables

The following items are consumable components subject to regular replacement as part of normal CPAP therapy. They carry no warranty and are not eligible for exchange due to degradation from use:

• Mask cushions, pillows, and gel pads
• Mask headgear and straps
• Standard and hypoallergenic air filters
• Heated and non-heated tubing and hoses
• Humidifier water chambers and tubs
• Short tubes, elbow connectors, and swivel joints
• Mask clips and magnetic attachment points

5.2 Normal Degradation

Consumable components degrade with regular use and must be replaced at intervals specified by the manufacturer — typically every 1 to 6 months depending on the component. Degradation of consumable parts does not constitute a manufacturing defect.

6.2 Submission Channels

• Email: info@cpapmedtrade.com
• WhatsApp: +971 56 593 5931
• In person: Tamani Arts Bldg, Office 1739, Business Bay, Dubai, UAE

6.3 Required Information

• Full name and contact details
• Original proof of purchase (tax invoice or order confirmation issued by the Company)
• Product name, model, and serial number
• Date of purchase and date the defect was first noticed
• Clear written description of the defect or fault
• Photographs or video evidence of the defect where possible

6.4 Incomplete Claims

Incomplete claims missing any of the above information may be delayed or declined pending receipt of the required details.

7.1 Manufacturer Timelines

Once a warranty claim is accepted and submitted to the manufacturer or service centre, the assessment and resolution timeline is governed by the manufacturer's own service procedures. The Company will communicate updates as they are received.

7.2 Typical Resolution Time

Typical resolution timelines range from 5 to 21 business days depending on the manufacturer, the nature of the fault, and parts availability. The Company makes no guarantee as to the resolution timeline, as this is outside its direct control.

7.3 Customer Packaging Responsibility

The Customer is responsible for ensuring Equipment submitted for warranty assessment is properly packaged to prevent further damage in transit. The Company will provide packaging guidance where it arranges collection.

7.4 Non-Covered Faults

If the manufacturer's assessment determines that the fault is not covered under warranty, the Company will notify the Customer and advise on any chargeable repair options. No repair will be carried out without the Customer's prior written authorisation.

7.5 Cross-Reference

For defects on masks, power adapters, cables, and humidifiers, refer to Section 4 of this Policy. For the 48-hour defect notification and replacement process, please refer to our Refund and Returns Policy.

8.1 Scope of Obligations

To the fullest extent permitted by applicable UAE law, the Company's obligations under this Policy are limited to facilitating the manufacturer's warranty process on the Customer's behalf for warranted products, and to providing like-for-like defect exchanges for non-warranted products where the conditions of Section 4 are met.

8.2 Consequential Loss

The Company shall not be liable for any indirect, consequential, or incidental losses arising from a product defect, including but not limited to loss of therapy time, medical complications, or costs incurred while Equipment is unavailable during warranty assessment or repair.

8.3 Consumer Rights

Nothing in this Policy limits or excludes any rights the Customer may have under applicable UAE consumer protection law that cannot be excluded by agreement.

9.1 Jurisdiction

This Policy is governed by the laws of the United Arab Emirates and the Emirate of Dubai. Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts of Dubai, UAE, in accordance with Section 13 of our Terms and Conditions.