Thank you for choosing Hypnos for your sleep wellness needs. We are committed to your 100% satisfaction and will do everything possible to exceed your expectations. At Hypnos we work hard to select the products we sell so that you will be happy with your purchase. We want to ensure that you have the opportunity to evaluate, use and trial the products that you purchase from us and decide for yourself. Of course, as with any shopping experience, there are terms and conditions that apply to the transactions that you make at Hypnos.
Please read these terms and conditions carefully so that you understand them. If you have any questions we are here to help, just call us at xxx-xxx-xxxx, email us at Hypnos will accept a return of any eligible product within 60-nights of the documented delivery date. All refunds are issued in the form of a Hypnos store credit which does not expire and can be used towards future Hypnos purchases.
- The following products are eligible for return under the Hypnos 30-Night Satisfaction Guarantee
- All CPAP devices
- All CPAP Complete Mask Kits
- CPAP Automated Cleaners (SoClean, Lumin and Sleep8)
- CPAP Batteries
Please note ALL refunds issued under the Hypnos 30-Night Satisfaction Guarantee Program will be issued in the form of a HYPNOS STORE CREDIT ONLY. Your Hypnos store credit does not expire and can be used over multiple orders. Any refunds related to subsequent returns of products purchased with the Hypnos store credit will result in a new Hypnos store credit.
While Hypnos offers free shipping of products to you we DO NOT cover the cost for shipping charges associated with returns made under the Hypnos 30-Night Satisfaction Guarantee.
The 30-night period commences on the date in which the third party shipping company (UPS, FedEx, USPS, DHL, courier, etc.) documents that your order (the package) custody has transferred from them to you. Keep in mind that there are a number of scenarios in which custody can deemed to have occurred even though you do not physically have your shipment (examples may be: someone signs for your delivery on your behalf, package was delivered to you while you were traveling, package was delivered to a third party or access location pending your pick up, etc.). Once the third party shipper records the delivery as successful, whether you physically have the shipment or not, it will be deemed to be the date on which your 30-night period commences. To the extent that there is a disagreement as to the date at which the 30-night period commenced, Hypnos will have sole and unilateral discretion to make such a determination. If you are unsure as to the date at which your 30-night period commenced or the deadline for a return, please contact us at xxx-xxx-xxxx or via email at firstname.lastname@example.org.
If you wish to return an eligible product under the 30-Night Satisfaction Guarantee you must first obtain a Return Merchandise Authorization/(RMA) from us. The return must be received by Hypnos within 30-nights of the date at which your 30-night period commenced (as defined above). To the extent that your return is received after the 30-night period, your return will be denied. Should a return be denied, Hypnos will notify you and ship the denied item(s) back to you. While we have a very generous return policy, we are very strict about the 30-night time period policy.
If you wish to return an eligible product under the 30-Night Satisfaction Guarantee the product being returned must be in its original packaging with all documentation, manuals, parts, components, supplies, etc. Hypnos unfortunately cannot accept any returns that are not complete including original packaging. Should a return be denied Hypnos, we will notify you and ship the denied item(s) back to you.
If you wish to return an eligible product under the 30-Night Satisfaction Guarantee the product being returned must be fully functional, in good working condition and must not have signs of misuse, abuse, damage, water intrusion, or neglect. Normal wear and tear over a 30-night period should be minimal. Hypnos reserves the right to inspect all returned items and unilaterally make a determination as to if an item is eligible for return based on condition. Should a return be denied, Hypnos will notify you and ship the denied item(s) back to you.
To maintain the spirit of this program, the Hypnos 30-Night Satisfaction Guarantee cannot be used by the same customer more than once on the same product. No exceptions.
In some instances Hypnos may disqualify a product from the Hypnos 30-Night Satisfaction Guarantee. In such cases, this will be indicated on the product page and in these terms and conditions.
The Hypnos 30-Night Satisfaction Guarantee should not be used to satisfy a temporary need for a product with the intention of returning the product after the temporary need is satisfied. Thank you in advance for helping us maintain the availability of this program.
The Hypnos 30-Night Satisfaction Guarantee may sometimes be referred to in other ways such as, but not limited to, the “30-Night Risk Free Trial.” In such cases, the program policies describe herein apply.
The Hypnos 30-Night Satisfaction Guarantee is only eligible for orders shipped within the United States including Hawaii, Puerto Rico, the US Virgin Islands and Guam and Canada. Orders shipped internationally to other countries are not eligible for return, as these sales are considered final.
Products NOT Eligible for the 30-Night Satisfaction Guarantee
The following products are not eligible for return under the Hypnos 30-Night Satisfaction Guarantee. These products may ONLY be returned within 30-nights (time frame calculated and defined as described above for the 30-Night Satisfaction Guarantee). Returned products must be brand new, unopened, unused and have never been removed from the original packaging. To the extent that there is any indication the product has been opened, used or removed from the original packaging, the item will unfortunately not be eligible for return. Hypnos maintains sole discretion regarding the acceptance of an item(s) for return. Should a return be denied, Hypnos will notify you and ship the denied item(s) back to you.
These products are NOT eligible for return, exchange or refund under the Hypnos 30-Night Satisfaction Guarantee:
- Pillows of any kind
- Eye masks/covers
- Pulse oximeters
- Blood pressure monitors
- Solar panels
- CPAP cleaning products, fluids and wipes
- CPAP filters
- CPAP mask parts such as: cushions, headgear, and frames
- CPAP tubing, hoses, and connectors
- CPAP device (including DreamStationGo) accessories/supplies such as protective cases, mounts, humidification chambers, power supplies, etc.
Process for Managing Returns and Exchanges
The first step is to ensure that the product(s) you wish to return is/are eligible for return and that you can meet all of the criteria described above. While we have a very generous return policy, we do strictly enforce all of our policies.
Steps for a successful Hypnos return:
- Contact Hypnos at xxx-xxx-xxxx and request a Return Merchandise Authorization (RMA) Number. Clearly write your RMA Number on the exterior of your return packaging and include any other documentation you may have inside the package.
- Package up your return and make sure that it is received by Hypnos within 30-days from the date at which your order was deemed to have been delivered to you. You are responsible for all return shipping charges.
- Ship your return to: Hypnos Returns 916 Pleasant Street, Norwood, MA 02062, xxx-xxx-xxxx.
- You are responsible for purchasing (at your discretion) shipping insurance for all returns to protect against lost, stolen or damaged goods while in transit back to Hypnos. Hypnos may provide a shipping label to you as a courtesy, but this should not be construed as an acceptance of any liability on behalf of Hypnos for returns that may be lost, stolen or damaged. Shipping labels provided will not include insurance coverage of any kind. All returns should be sent to Hypnos with a signature required on delivery so that you have proof of our receipt. All refunds and credits issued by Hypnos will be based on actual product received by us and the conformity to our return policies mentioned herein. No refunds or credits will be issued for items not received by Hypnos and/or damaged, lost or stolen in transit.
- We will process all returns with 48-hours of receipt. Hypnos will issue a store credit only for returns unless your return meets the criteria as outlined herein for a refund (generally for products that are returned within 30-nights that have never been removed from the original packaging and can be sold again by Hypnos as new). If your return is eligible for return and a refund and a portion of your purchase was settled with a Hypnos Gift Card, your return refund will first be applied back to the Hypnos Gift Card and any remaining amount will be applied to the alternative payment method(s) you used. Hypnos does not refund back any shipping charges that you may have paid when you made your purchase. All returns under the Hypnos 30-Night Satisfaction Guarantee will be processed as a Hypnos store credit which will not expire and can be used for one or more purchases until fully depleted. If you make a purchase with a Hypnos store credit and subsequently return the item(s) purchased a new store credit will be issued.
- Returns and exchanges are only eligible for orders shipped within the United States including Hawaii, Puerto Rico, the US Virgin Islands and Guam and Canada. Orders shipped internationally to other countries are not eligible for return or exchange as these sales are considered final.
Shipping Costs for Returns and Exchanges
While Hypnos offers free shipping on everything we sell, we do not cover the cost of shipping associated with returns. However, if Hypnos makes an error in the processing of your order, which requires a return or exchange we will happily pay for all shipping related costs to ensure that you are completely satisfied. A Hypnos representative will manage the return process for you and send you a prepaid shipping label when appropriate.
Returns Received by Hypnos with Missing Items
All refunds and credits issued by Hypnos will be based on the actual product received by us and conformity to our return policies mentioned herein. No refunds or credits will be issued for items not received by Hypnos and/or damaged, lost or stolen in transit. Hypnos maintains the unilateral authority to make a final determination as to what item(s) were in fact returned to us and the condition of those item(s).
Refund Policy for Hypnos Returns
Returns under the Hypnos 30-Night Satisfaction Guarantee will be issued in the form of a Hypnos store credit only. If items returned under the Hypnos 30-Night Satisfaction Guarantee were originally paid for through Affirm you will remain responsible for that debt obligation and no refunds will be issued to Affirm since your refund will be delivered to you in the form of a Loft store credit which may be used towards future Hypnos purchases. Returns of items eligible for a refund as described above will be handled as follows. Hypnos will always apply refunds back to your original payment sources. If a Hypnos Gift Card was utilized for a portion of your purchase, Hypnos will always apply the refund back to the Hypnos Gift Card first. To the extent that you settled your purchase with Affirm (our third party financing company) we will process your refund back through Affirm who will then promptly reconcile your transaction.