Returns & Exchanges

Your satisfaction is our priority

Policy Summary

30-Day Mask Fit Exchange: (one-time only) available for masks that don't fit properly.

Non-Returnable Items

  • Opened or used masks, cushions, headgear
  • Humidifier chambers
  • Filters, tubing, cleansers
  • CPAP/APAP/BiLevel devices once opened
  • Clearance items

Eligible for Return

Unopened and unused accessories in sealed packaging within 30 days of delivery. RMA (Return Merchandise Authorization) required before returning any item.

Mask Fit Exchange

1

Contact Us Within 30 Days

Email support@borderdme.com with your order number and mask fit concerns.

2

Receive RMA & Instructions

Our team will provide an RMA number and return shipping instructions.

3

Return Original Mask

Ship the mask back to us with the RMA number clearly marked.

4

Receive Replacement

Once received, we'll ship your replacement mask at no additional charge.

One-Time Exchange: The mask fit exchange is available once per customer to ensure you find the right fit.

Refunds & Fees

Refund Method

Refunds are issued to the original payment method minus shipping costs.

Restocking Fees

Up to 15% restocking fee may apply for large or special orders. Standard accessories have no restocking fee.

Return Shipping

Return shipping is the customer's responsibility unless the return is due to our error or a defective product.

Defective Items & Warranty

All CPAP equipment is covered by the manufacturer's warranty. If you receive a defective item or experience issues during the warranty period, we will assist you with the warranty claim process.

What We Need:

  • Serial number of the device
  • Photos of the defect or issue
  • Description of the problem

Contact us at support@borderdme.com and we'll guide you through the process.

Shipping Damage

If your order arrives damaged, please report it within 7 days of delivery.

Required Documentation:

  • Photos of the damaged packaging
  • Photos of the damaged product
  • Order number

Email this information to support@borderdme.com and we'll arrange a replacement or refund.

How to Request an RMA

Email Us to Start Your Return

Send an email to support@borderdme.com with the following information:

    Order number
    Item(s) you wish to return
    Reason for return
    Photos (if applicable for damage or defect)

Our team will review your request and respond within 1–2 business days with your RMA number and return instructions.

Questions About Returns?

Our customer support team is here to help you with any return or exchange questions.