Politique de remboursement

Updated: April 23, 2026

This Policy describes HelloSleep.ca by Resolve’s (and its affiliates and subsidiaries, collectively “Resolve Sleep”, “we”, or “us”) management of online purchases, subscriptions, returns, exchanges, warranties, and cancellations. 

Please review the information carefully before making any purchases.  

Placing Online Orders  

Please review your cart and personal details before completing your purchase. HelloSleep.ca is not responsible for order errors.

If you’ve ordered a CPAP machine, please upload your prescription with your order or email it to shop@hellosleep.ca along with your order number. If a prescription is not received within 1 business day, your machine will be shipped with default settings. A prescription is not required for CPAP masks or accessories.

Health Insurance Benefits and Coverage for CPAP Equipment  

Most insurance providers require a prescription confirming your condition and a invoice for your CPAP purchase. Coverage varies, so it’s best to check directly with your insurer. After your purchase, submit your invoice and any required documents for reimbursement. 

For insurance and accuracy, place your order using the patient’s name only. Invoices cannot be changed after purchase. If you entered incorrect information, email shop@hellosleep.ca with your order number to request a cancellation before placing a new order.

If you need a quote for insurance, it is generated on our website from the product page or your shopping cart. Learn more here. 

As an online retailer, we do not provide monitoring or compliance reports or complete insurance forms related to them. 

We are not an ADP-authorized vendor. 

Returns, Exchanges and Final Sale Items

We accept returns on most unopened items within 30 days of delivery. Products must be in original, sealed packaging to qualify. Shipping fees are non-refundable, and return shipping is the customer’s responsibility. A 15% restocking fee applies to approved returns. Clearance and items without safety seals are final sale. See Final Sale list here.

Exchanges are available within 30 days of delivery for unopened items. Customers are responsible for the shipping cost to return and resend the item. Reshipping fees apply unless the exchanged order is over $150. Email us at shop@hellosleep.ca to initiate a return. Refunds may take up to 10 business days to appear on your statement. 

Warranties and Defects 

CPAP Masks come with a 30-day manufacturer warranty. Manufacturers offer up to 3-year warranties on machines and a 1-year warranty on humidifiers. If you received a product with manufacturer defect, email shop@hellosleep.ca for assistance. Any misuse of the equipment may void the warranty.  

Click to view more information about Limited Manufacturer Warranties.

Cancellations 

Some items may be sold as subscriptions or pre-orders. This policy explains how they work and how to manage them.

Subscriptions: When you choose Subscribe & Save, you agree to receive recurring orders and charges based on the schedule you select. Subscriptions renew automatically but can be changed or cancelled anytime through your HelloSleep.ca account.

Orders may also be cancelled if there is no stock available, payment cannot be authorized, fraud is suspected, or the shipping address is outside of Canada.