Tembou – Returns Policy

At Tembou, we are committed to customer satisfaction and providing high-quality CPAP/BiPAP devices and accessories. We understand that there may be occasions when you need to return a product. Please read our Returns Policy carefully to understand the process and conditions.

Due to the medical nature and hygiene considerations of our CPAP/BiPAP devices, masks, tubing, and related accessories, specific conditions apply to returns.

1. General Return Eligibility

  • Unopened and Unused Products: Most unopened and unused products in their original, sealed packaging may be returned within [Number, e.g., 30] days of the delivery date for a refund or exchange, subject to the conditions below.
  • Defective Products: If you receive a product that is defective upon arrival (DOA) or malfunctions within its warranty period, please refer to Section 3 (Defective or Damaged Products) and our <a href=”[Link to your Warranty Policy page]” target=”_blank”>Warranty Policy</a>.
  • Incorrect Item Received: If you received an incorrect item in your shipment, please contact us within [Number, e.g., 7] days of delivery to arrange for the correct item to be sent and the incorrect item to be returned at our expense.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are generally non-returnable if their original packaging has been opened or the product has been used, unless they are found to be defective:

  • CPAP/BiPAP Machines: Once the sealed packaging is opened or the device has been used.
  • CPAP Masks (all types): Including nasal masks, full-face masks, and nasal pillow masks.
  • CPAP Tubing and Hoses.
  • Humidifier Chambers.
  • Filters (disposable or reusable if opened).
  • Other accessories that come into direct contact with the patient or airway.

Please carefully review product descriptions and consult with our support team or your healthcare provider if you have questions about sizing or compatibility before making a purchase, especially for masks.

3. Defective or Damaged Products

  • Damaged in Transit: If your order arrives visibly damaged, please refuse delivery if possible, or note the damage with the carrier before accepting. Contact our Customer Support team at [Your Customer Service Email or Phone Number] within [Number, e.g., 48] hours of delivery, providing photos of the damaged packaging and product. We will arrange for a replacement or refund.
  • Defective Upon Arrival (DOA) or Manufacturing Defects: If a product (including CPAP/BiPAP machines and opened accessories) is found to be defective upon arrival or experiences a manufacturing defect within the warranty period, please contact our Customer Support immediately.
    • We will guide you through the troubleshooting process.
    • If the product is confirmed defective, we will provide instructions for its return and arrange for a repair, replacement, or refund in accordance with our <a href=”[Link to your Warranty Policy page]” target=”_blank”>Warranty Policy</a>.
    • A Return Merchandise Authorization (RMA) number will be required.

4. How to Initiate a Return (for eligible items)

  1. Contact Customer Support: To initiate a return for an eligible item, please contact our Customer Support team at [Your Customer Service Email] or call us at [Your Customer Service Phone Number] within the specified return period.
  2. Provide Information: Please provide your order number, the item(s) you wish to return, the reason for the return, and whether the product packaging is unopened and sealed. For defective claims, provide a detailed description of the issue.
  3. Receive Return Merchandise Authorization (RMA): If your return is approved, we will provide you with an RMA number and detailed instructions on how to return the product, including the return shipping address. Do not send items back without an RMA number.
  4. Package Your Return: Securely package the item(s) in the original manufacturer’s packaging (if applicable) and include all original contents (manuals, accessories, etc.). Clearly write the RMA number on the outside of the shipping box.
  5. Ship Your Return:
    • For Unopened/Unused Items (Change of Mind): You will be responsible for the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as Tembou is not responsible for items lost or damaged during return transit.
    • For Defective Items or Incorrect Items Received: Tembou will typically provide a prepaid shipping label or arrange for a courier pickup.

5. Inspection and Processing

  • Once we receive your returned item(s) with the RMA number, our team will inspect them to ensure they meet the conditions of this Returns Policy (e.g., unopened, unused, or confirmed defective).
  • Please allow [Number, e.g., 5-7] business days for us to process your return after it has been received at our facility.
  • We will notify you via email of the status of your return (approved or rejected) and any subsequent actions (refund, exchange, repair).

6. Refunds

  • Approved Refunds: For approved returns, refunds will be issued to the original method of payment.
  • Timing: Please allow [Number, e.g., 7-10] business days for the refund to reflect in your account after it has been processed, depending on your bank or card issuer.
  • Deductions:
    • Original shipping charges are non-refundable unless the return is due to our error (e.g., incorrect item shipped, defective product).
    • For returns of unopened items that were part of a free shipping promotion, the original shipping cost incurred by Tembou may be deducted from the refund amount.
    • A restocking fee of [Percentage, e.g., 10-20]% may apply to returns of eligible unopened/unused items to cover processing and handling. This will be communicated to you when the RMA is issued. (Note: Restocking fees can be contentious; ensure this is clearly stated and consider if it’s necessary for your business model).

7. Exchanges

  • If you wish to exchange an eligible unopened and unused item for a different product, please indicate this when you contact Customer Support.
  • Any price difference will be charged or refunded accordingly. You will be responsible for the return shipping of the original item and the shipping of the new item unless the exchange is due to our error.

8. Prescription Requirements

  • Refunds or returns cannot be processed for CPAP/BiPAP devices if the reason for return is related to the inability to provide a valid prescription after the purchase, unless otherwise agreed upon prior to purchase. The prescription requirement is clearly stated during the checkout process.

9. Questions

If you have any questions or require clarification about our Returns Policy, please contact our Customer Support team:

  • Email: [Your Customer Service Email]
  • Phone: [Your Customer Service Phone Number] (Specify hours of operation if applicable)
  • <a href=”[Link to your FAQ page]” target=”_blank”>FAQ</a>

Important Considerations for You (Tembou):

  • Clarity and Visibility: Make this policy easily accessible on your website.
  • Training: Ensure your customer support team is well-versed in this policy.
  • Legal Review: Crucially important for medical devices. Regulations vary by region.
  • Warranty Policy: Ensure this Returns Policy aligns with and complements your Warranty Policy.
  • Be Fair but Firm: While customer satisfaction is key, the nature of medical devices necessitates firm rules for hygiene and safety.