Service Requests (Warranty)

Overview 

This guide outlines the Service Requests process for the brands we supply. Please follow the instructions carefully to ensure efficient handling of warranty requests.

Notes for Service Requests

  • Assess whether the issue meets warranty repair or replacement criteria. I.e. it was purchased from your store, is within the warranty period, has not been mishandled or water damaged by the end user.
  • Gather necessary patient information before submitting requests by filling out the Service Request form on the PSP portal.
  • Do not promise warranty approval until the request has been reviewed,  approved by the manufacturer and confirmed by PSP.
  • All Service Requests will either result in a repair or replacement.

Brand-Specific Warranty Processes

  1. Resmed Australia

Your store would have received a login for Resmed Online Store (onlinestore.resmed.com) at the time of registration with PSP (please notify us if you cannot find this via email, [email protected]). 

Please note: the Resmed warranties are handled between you the sub authorised account holder and Resmed directly. Please contact Resmed directly and CC [email protected] for any issues or updates.

  • Warranty Coverage: Varies by product (see Warranty PDF).
  • Process:
    • Please log into the onlinestore.resmed.com
    • Then select ‘Create Service Request’
    • Follow the prompts to fill all requested fields and submit request
    • A ‘Resmed Service Request Acknowledgement’ will be emailed to you
    • The email will have a Service Request Number for your reference
    • Depending on the product Resmed will notify you via email if further information is required or if your request has been processed.
    • Please note if Resmed requires you to send a product back, they will email a connote and instructions for collection.
    • For machine Service Requests, please only send back the machine on its own without the power supply, heated tubing, mask, or humidifier unless the problem pertains to these parts specifically.
    • Machine requests can take up to 12 weeks and parts and mask requests can take up to 2 weeks to be processed, replaced, repaired or approved.
    • Loan machines are available upon request. Simply respond to the ‘Resmed Service Request Acknowledgement’ email with the patient’s details (name, phone number and address) plus any device settings required.
  1. Fisher & Paykel Healthcare
  • Warranty Coverage: Machines (2 years + 3 years extended – Must register within 30 days of purchase); Masks and parts (90 days).
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-3 weeks
  1. BMedical (BMC)
  • Warranty Coverage: please refer to pdf file attached
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-4 weeks
  1. Choice One Medical (Medistrom, Best In Rest, Zephair, Purdoux)
  • Warranty Coverage: 1 year
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-4 weeks
  1. Philips
  • Warranty Coverage: 5 years for machines; 90 days for masks/accessories.
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-5 weeks
  1. Loewenstein Medical Australia (Löwenstein)
  • Warranty Coverage: 5 years for devices; 90 days for masks and parts. 
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-4 weeks
  1. GoodSleepCo (Hushd)
  • Warranty Coverage: Valid for 30 days; product will be replaced.
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
  • Warranty claim period may vary between 1-2 weeks
  1. Transcend Australia
  • Warranty Coverage: 2 years for the machine
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-3 weeks
  1. Lumin Australia
  • Warranty Coverage: 1 year 
  • Warranty Process:
    • Please fill in the Service Request form available on our platform.
    • You will receive a confirmation email and Service Request number.
    • If no further information is required and your product needs to be returned to the manufacturer, a connote will be emailed with collection instructions.
  • Warranty claim period may vary between 1-3 weeks