Returns Policy

Refund, Return & Warranty Policy

mySleep is an Australian sleep clinic and CPAP specialist. We supply CPAP machines, masks, accessories and parts, alongside sleep testing and treatment services. Because our products are TGA-regulated medical devices and personal hygiene items, specific rules apply to returns, refunds and warranties.

1. Australian Consumer Law (ACL) statutory statement

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

2. Faulty, damaged or incorrect items (consumer guarantees)

If a product you bought from us is faulty, fails to operate as intended (for example, a machine motor failure or software error), does not match its description, or is damaged in transit, you are legally entitled to a remedy.

Assessment: Please contact us as soon as the problem arises via our contact form. We will manage the assessment process with the manufacturer (for example, ResMed, Fisher & Paykel, Philips) on your behalf — you do not need to deal with the manufacturer yourself.
Remedies: If the product has a major failure, you can choose a refund or a replacement (we can also offer store credit if you would prefer it). If the failure is minor, we will arrange for it to be repaired or replaced within a reasonable timeframe.
Opened or used products: Under the ACL, your right to a remedy for a faulty product remains valid even if the CPAP machine or mask has been opened, unsealed or used.
Return shipping: If an item is faulty or incorrect, mySleep will cover or reimburse the reasonable cost of return shipping (for example, standard Australia Post postage). Where a more expensive method is chosen, reimbursement may be limited to the equivalent standard postage cost.

If you receive an incorrect or damaged item, or an item is missing from your delivery, please see our Shipping & Delivery page for how to report it and the timeframes that apply.

3. Voluntary "change of mind" policy

Due to strict Australian health, infection-control and medical device regulations, we cannot accept "change of mind" returns on items that have been opened or used.

We will accept change-of-mind returns for a store credit only where all of the following apply:

The request is made within 30 days of the original purchase date, with a copy of your Return Merchandise Authorisation (RMA).
The item is completely unopened, unused and in its original, factory-sealed packaging. Broken seals, opened plastic bags or torn boxes will invalidate a change-of-mind return.
Packaging must be unmarked: Please do not apply tape, writing or shipping labels directly to the product packaging — doing so will invalidate a change-of-mind return. Return items inside an outer satchel or carton so the original packaging stays intact.
Return shipping: You are responsible for all costs of returning a change-of-mind item safely to us, and original delivery charges are not refundable. We recommend using a tracked or registered service, as we cannot be responsible for items that do not reach us. We do not accept COD returns.

In exceptional circumstances we reserve the right to decline a change-of-mind return.

This change-of-mind policy is a voluntary offer and is separate from your consumer guarantee rights under the ACL, which are not affected by it. The conditions above (including the time limit and return-postage rules) apply only to change-of-mind returns — they never apply to faulty, incorrect or damaged items covered by Section 2.

4. Manufacturer mask-fit guarantees

Some CPAP mask manufacturers offer separate, voluntary "mask-fit guarantees" (for example, a 30-day trial period).

These promotions are independent of the Australian Consumer Law.
A fit guarantee is typically limited to one mask exchange per patient within the guarantee period (usually 12 months) and is not intended for repeated or ongoing swaps. Each manufacturer's terms and limits apply.
Where a mask qualifies for a manufacturer fit guarantee, this will be clearly noted on the product page.
Please contact our team before purchasing to confirm which masks qualify for these trials and how to submit a claim if the fit is incorrect.

5. Sizing and clinical compatibility

CPAP masks and machines require clinical adaptation, and choosing the correct size and settings is largely a matter of personal fit. We strongly recommend using our mask fitting guides or consulting your sleep clinician before breaking any product seals. As a sleep clinic, our team is also here to help you choose the right equipment before you buy.

Where a product is of acceptable quality, we cannot offer a change-of-mind refund or exchange on a mask that does not fit or a machine that feels uncomfortable once the packaging has been unsealed. However, if you told us what you needed the product for and relied on our team's specific recommendation, your consumer guarantee rights still apply — please contact us so we can help.

6. How to return goods to us

To return an item under this policy:

Contact us at mysleep.com.au/form/contact-mysleep/ or call 1300 605 700.
Provide your order number, proof of purchase and a detailed description of the issue (with photos or video if applicable).
Wait for our team to issue a Return Merchandise Authorisation (RMA) and return instructions.
Return your item either in person to the mySleep clinic you purchased from, or by post to the address provided with your RMA. Please bring or include a copy of your RMA. See our clinic locations for opening hours and addresses.

Please keep any warranty documents supplied with your purchase; some manufacturers require these to process a warranty claim.

Where an item returned as faulty is found on inspection to be of acceptable quality and operating as intended, return postage and reassessment costs may be passed on to you. This does not apply where a genuine failure to meet a consumer guarantee is found.

Any benefits provided by this policy or by a manufacturer's warranty are in addition to your rights and remedies under the Australian Consumer Law.