Overview
This guide details the process for handling exchange guarantees for various brands we supply. It is essential to adhere to the outlined procedures to ensure a smooth exchange process.
Notes for Exchange Guarantees
- Most issues concerning exchange guarantees primarily relate to patient comfort or compatibility. These concerns can often be resolved through effective troubleshooting or by offering guidance to the customer. It is important to confirm with the customer that the issue is specifically intolerable, rather than a general concern that could apply to any CPAP machine or mask.
- We do not recommend publicly marketing these guarantees as customers are likely to misuse the offer and be more inclined to give up use of a product when a minor adjustment could rectify the issue they might be experiencing.
- Please note this offer is not for the wrong size or wrong product selection.
- All guarantees will lead to replacement stock.
- Please note stock replacement depends on the manufacturer’s processing time. This may vary between 2 – 4 weeks.
Brand-Specific Exchange Processes
- ResMed Australia – 30 Day Money Back Guarantee (30DMBG):
- Products eligible for this promotion: (please see the full promotion details in ResMed’s Terms and Conditions)
- Process:
- Confirm that issues relate to discomfort/compatibility and that you have tried to resolve the issue if possible
- Process a refund on your POS system and retain the refund receipt. (Do not return the funds to the customer until the claim is approved)
- Click on the link below
https://www.resmed.com.au/healthcare-professionals/rad-launch-pad/resmed-30-day-money-back-guarantee
- Select your store under the Authorised Dealer Name field (displayed as Pharmacy Sleep Clinics – *pharmacy name*)
- Continue to follow the prompts to fill in all requested fields and submit the request
- Only one request per year per customer is allowed.
- Then ship the mask to PO Box 2116 Carlingford Court NSW 2118 and include the claim number on the parcel. You also have the option to keep masks as trial stock or for display.
- Once you have received confirmation that your 30DMBG has been approved, please forward the email to [email protected]. Please include the SKU name that this approval is for and confirmation of either postage to PO Box 2116 Carlingford Court NSW 2118 or, if you will be keeping any masks.
- Replacement stock will be shipped directly to your store within 14 business days following your email confirmation with the approval and proof of postage.
- Fisher & Paykel Healthcare – SureFit Mask Guarantee:
- Masks eligible under the guarantee are:
- F&P Simplus™ Full Face Mask
- F&P Vitera™ Full Face Mask
- F&P Evora™ Full Face Mask
- F&P Pilairo™ Q Nasal Pillows Mask
- F&P Brevida™ Nasal Pillows Mask
- F&P Solo™ Pillows Mask
- F&P Nova Micro™ Nasal Pillows Mask
- F&P Eson™ Nasal Mask
- F&P Eson™ 2 Nasal Mask
- F&P Evora™ Nasal Mask
- F&P Solo™ Nasal Mask
- Process:
- Please fill in the Service Request form available on our platform
- You will receive a confirmation email and a claim number.
- Then ship the mask to PO Box 2116 Carlingford Court NSW 2118, include the claim number on the parcel and reply to the confirmation email with proof of postage.
- Once approved by the manufacturer, you will receive an email confirmation and the replacement stock will be dispatched.
- Philips – 30-Day Mask Satisfaction Guarantee:
- Masks eligible under the guarantee are:
DreamWear Under The Nose Nasal Fitpack Mask
DreamWear Under The Nose Nasal Set Up Pack Mask
DreamWear Silicone Pillow Fitpack Mask
DreamWear Silicone Pillow Set Up Pack Mask
DreamWear Full Face Mask – Small
DreamWear Full Face Mask – Medium
DreamWear Full Face Mask – Large
DreamWear Full Face Mask- Medium Wide
DreamWisp Nasal Fitpack Mask
Amara View Mask – Small
Amara View Mask – Medium
Amara View Mask – Large
Pico Nasal Mask Fitpack
(Philips Terms and Conditions)
- Process
- Please fill in the Service Request form available on our platform
- You will receive a confirmation email and a claim number.
- Then ship the mask to PO Box 2116 Carlingford Court NSW 2118, include the claim number on the parcel and reply to the confirmation email with proof of postage.
- Once approved by the manufacturer, you will receive an email confirmation and the replacement stock will be dispatched
No exchange guarantees are offered by the following brands:
Choice One Medical (Purdoux, Medistrom, Best In Rest, ZephAir), BMC, Transcend Australia, Lumin Australia, and Loewenstein Medical Australia
Final Notes: For both Service Requests and exchange guarantees, maintain clear communication with customers regarding their requests and expectations. Ensure all documentation is complete to streamline the processing of requests and exchanges.
