30-Day Mask Trials

I'm trying to decide whether or not to stick with my current mask, or to try something different. I've read many posts here that suggest trying another, because there's no charge if it's returned within 30 days. So I was very surprised when I contacted my DME for a recommendation, only to be told that wasn't the case; after Medicare covered part of the cost, I'd have to pay the remaining charge for any mask I tried, without the option to return without charge within 30 days.

For those who have tried and returned masks within 30 days and then been refunded, were those purchased out-of-pocket, from sites like cpap.com? In other words, without Medicare or coverage by another insurer? Or is this just some cheapskate practice by my DME?

The 30 day rule depends on the DME...Medicare has nothing to do with it. Many DMEs are very liberal in their return policy and some don't do it at all. Check with other DMEs in your area that take Medicare. My understanding is that the DME gets credit from the mfg. when they exchange masks. Some don't want to bother.

All masks have a 30 day return policy attached to them offered by the mask manufacturers themselves....all masks.

Most of the 30 day return comments are more along the self pay line from places like cpap.com which has free return insurance on all masks now. They used to have "free" on some and some you had to pay for the ability to send it back and get your money back.
Insurance isn't involved at all.

Now for the 30 day return comments as it applies to some brick and mortar DME stores...like your equipment supplier.
All masks have a 30 day return period for DMEs that is offered by the mask manufacturers...all of them...if you hate a mask you can return it and they fill out some paper work and submit it to the mask maker and get credit for what you hated. They lose no money at all no matter if you have insurance or not if they supply you with a different mask. They do have to do some extra paperwork to get credit though.

Insurance typically pays for one mask within the allowance time period...your insurance isn't involved at all if you love or hate a mask beyond that one whatever mask within the allowance period. They have nothing to do with any 30 day return ability that the mask manufacturers offer. Insurance only pays once within that allowance period.

DMEs all have the ability to supply you with another mask and not lose money IF they would just do the paperwork to get credit for the other masks you try and don't like beyond the one your insurance pays for. They simply don't want to do the extra work needed so they don't lose money by letting you try different masks. Now what they do is blame their laziness on your own insurance because they don't want to admit that they could do something to help you and not lose money at the same time. They won't admit that they are simply too lazy.

There is no law or rule that says a DME just has to be a nice guy and use the 30 day period offered by all mask manufacturers as a way for their customers to try different masks. DMEs are free to set up their own in house rules for when it comes to mask swapping or exchanges or trials for their customers. It stinks but it's legal. I wish they would just be up front and honest about it instead of lying and blaming insurance.

Since DMEs are free to setup their own mask exchange policies that is why we tell people to check with other DMEs in their area that work with their insurance to see if maybe they have a different more friendly mask exchange/trial policy.

My own DME that I use for masks and occasional accessories (never have bought a machine using my Medicare insurance) has a very liberal 60 day mask exchange policy and it's for everyone and not just first time cpapers. I can try as many of the masks that they have in inventory during that 60 day window if I want to. My insurance pays for the first one...any others will be paid for by the mask manufacturers in the form of merchandise credit to the DME....so they don't lose any money. They are willing to do the extra paperwork needed to get reimbursed for masks that I try and don't like and return.

This extra "work" is just a form filling out work. It used to be that the physical return of the unwanted mask had to be done but now that is not needed. Mask manufacturers trust the DME to only submit that paperwork when the mask actually was returned because now it just gets tossed in the trash. They don't box up unwanted masks and return them to the mask makers.

Your DME could do this for you if they would just do it but they have elected not to be nice and helpful to their customers.
They prefer to lie to you about it and blame your insurance for their laziness.
If at all possible I would suggest finding a local DME in your area that isn't so lazy and has a more customer friendly mask exchange/return policy.

Pugsy: +1,000!
There are good DME's out there--but a lot more not so good.
The good ones deserve our business--the others don't.

My link to Medicare providers is below.
The search range is variable--we have taken road trips for much less . . .

Your DME would rather get the full price of the replacement mask. The amount MediCare paid for your mask is less than the normal retail price the DME would get for it if they sold it for cash. It sounds like they are just too lazy to do the paper work required to replace the mask.

One important point:

For those who have tried and returned masks within 30 days and then been refunded,

You are not going to be refunded by ANY DME. The most you will get is for them to EXCHANGE the mask that isn't working for another one. This may be different for online suppliers like CPAP.com, but we are talking DME's here.

You have a DME that is too lazy and unhelpful to ensure that you get the benefit from your CPAP therapy. So if your insurance permits, find a new DME for supplies from now on. It may make you feel better to tell the current DME why, but don't expect any apologies. They don't make enough on masks for it to be worth helping you, obviously.

And for anybody reading this threat before getting equipment and supplies, ask about mask return policies before you agree to work with a particular DME. It will save you a lot of trouble later.

To the OP: If you can afford it, it may be worth trying a different mask with our hosts at CPAP.com given the free "mask insurance" policy. Better than suffering for six months before you can get a different mask paid for by your insurer.

Thank you, Everyone, for your very comprehensive replies!

I’m not sure how many alternatives I’ll find, but it sounds like all I have to do now is find another DME.

I know I'm late to the "party" and that you've already decided to look for another DME. Just to reaffirm the importance of that, and that there are some good ones out there. When I started on CPAP in Jan 2018, I realized the DME I was initially referred would not work when the told me (fortunately during the first phone call!), that I could not have the machine I wanted, that everyone was given the SAME machine PERIOD, regardless of what they wanted or what their doctor prescribed! Fortunately my doctor found me another DME who was much more accomodating and he got the machine I wanted (which I did NOT end up with ) and allowed me to try and return about 8, possibly more because I tried some in the office that I knew immediately were a no, masks during the first month. Almost 2 and half years later, I am still using this DME, although I do order online as well. Throughout the first year, until I finally started using the Bleep, I did order many other masks, on my own nickel, from various sources, trying to find one I was at least moderately happy with.

Good luck on your search!