1) All Sales Are Final (No Returns or Exchanges)

Due to clinical safety, hygiene requirements, and the nature of medical devices and accessories, all items sold by the Clinic are final sale and cannot be returned or exchanged.

This policy applies to (non‑exhaustive list):

• CPAP/BiPAP machines and ventilatory devices

• CPAP masks (full‑face, nasal, pillows) and headgear

• Tubing, humidifier tubs/chambers, filters, adapters

• Mask cushions, chin straps, and other contact/hygiene items

• Nebulizers, oximeters, and sleep‑related medical accessories

• Opened software, download cards, or data modules

• Clearance/promotional items and custom/special orders

2) Limited Exceptions (Required by Law)

We will remedy issues where required by applicable UAE consumer protection laws, including cases where an item is:

• Defective or malfunctioning out of the box (manufacturer defect),

• Incorrect (wrong model/size/item supplied), or

• Damaged in transit upon delivery.

What we will do

At our discretion—and in line with the manufacturer’s policies and UAE law—we may:

• Arrange like‑for‑like replacement of the same model, or

• Provide a repair under warranty.

Refunds are not offered except where legally mandated and only after all reasonable repair/replacement options have been exhausted.

Reporting window

To qualify for an exception, you must notify us within the timelines below and keep all packaging:

• Damaged in transit: within 48 hours of delivery/collection.

• Wrong item supplied: within 1 day of delivery/collection, unopened/unused.

• Out‑of‑box defect: within 2 days of delivery/collection.

Items showing signs of use, wear, moisture damage, contamination, improper handling, or missing serial numbers/labels are not eligible for an exception.

3) Condition & Verification

• For any exception request, the item must include all original packaging, accessories, manuals, and proof of purchase.

• The Clinic may inspect and test the item and may coordinate authorized service center assessment before confirming eligibility.

• If the item is found not defective or is ineligible, it will be returned to you and the policy in Section 1 applies.

4) Order Cancellations

• Before dispatch: You may request cancellation; approval is subject to processing status. Custom/special orders are non‑cancellable once confirmed with the manufacturer.

• After dispatch/collection: The sale is final; Section 1 applies.

5) Warranties

• Manufacturer warranties (if any) apply per the specific product warranty terms. Warranty service typically covers repair (not return/refund) and may exclude consumables and damage due to misuse.

• The Clinic can assist with warranty claims in accordance with the manufacturer’s procedures.

6) How to Report an Issue

Please contact us promptly with:

1. Order number or invoice,

2. Photos/videos of the issue and packaging labels, and

3. A brief description of the problem and when it was first noticed.

Email: info@uaesleep.com
Phone/WhatsApp: +971 03 7663616
Address: Sleep Disorders Specialized Clinic (Al Ain - Central District - Hai Qesaidah)

Do not return any item to the Clinic or a service center without an RMA/authorization from us. Unauthorized returns will be refused.

7) Health & Safety Notice

For patient safety, once a product or any component that contacts the face/airway has left our controlled environment, it cannot re‑enter the supply chain. This is why returns or exchanges are not possible except as required by law.

8) Changes to This Policy

We may update this policy from time to time. The version posted on uaesleep.com at the time of purchase will apply to your order.