Do your DMEs let you return or exchange after a short trial?

[talktobon]

Will your DME let you return or exchange your mask after you've used it for a short time? Mine said that once it's on, even just for a fitting, I bought it.

[TheDreamer]

Yes, my DME has allowed exchange. They resubmitted the insurance billing to cancel the billing of the mask I returned and billed for the mask I got instead...though since it was across the new year mark, I had to meet my deductible on the new mask.

I have also tried on a number of other masks while at the DME, where they opened new packages and had me try them. I didn't buy those masks....

The Dreamer.

[Bookbear]

I believe Respironics at least has a 30 day return policy... the DME and get either their cost back or a replacement for inventory from the company. Others on the forum will know more about this. You might try a search on '30 day return' or 'mask return policy' and see what comes up.

Good luck!

[Slinky]

You evidently have a real hard-nose, cheap arse sheister for a local DME supplier. If you've been w/them less that 30 days I'd call my insurance and ask what local DME CPAP suppliers they are contracted with and if you have the option of more than this one I'd be inclined to "dump'em" and shop my other options for a more reasonable and sensible local DME supplier. And I would NOT avoid letting the other suppliers I checked out know that I'd just dumped one supplier for being unreasonable.

[OldLincoln]

I asked my new DME (SleepQuest) and they said I can return a new mask within 30 days. They really push compliance and seem to understand it takes a comfortable mask to get there.

[Krystal3001]

I bought a nose mask and a chin strap from cpap.com and returned it with 7 days. It did not work for my face. I tried it for 5 nights and I just did not like it. When cpap.com received it they emailed me back this: "We have received the FlexiFit HC405 Nasal CPAP Mask with Headgear -All Sizes (S, L) Included and PURESOM Premier Style Chinstrap in ourfacilities. You stated that you would like to send both back for arefund, however, neither are eligible for return. The return insurancewas declined on the mask and the chinstrap has been opened. Pleaseadvise on how you would like us to proceed. We will hold the packagein our returns department until we hear back from you." I did not know anything about return insurance. Who has ever heard of return insurance. And how do you try out a chin strap without opening it. I want someone to tell me this. I would advise anyone not to try cpap.com. I have never heard of a company that will not allow products to be returned.........

[Follow Up Call]

Both ResMed and Respironics have 30 day mask guarantee programs. Your CPAP provider knows this. If you've had your mask less than 30 days, ask your DME to send a Therapist to your house for a mask refit.

[Slinky]

FollowUpCall, this is a question, NOT a criticism. "My" understanding is that Fisher & Paykel also offers this option to the local DME suppliers. And, for some reason I was under the impression that this was an option that the local DME suppliers could opt into ( or out of), possibly at a slightly higher bulk price on masks (??). "MY" understanding, mind you I am "just" a patient, is that the local DME supplier must fill out a form and return the mask a client tried and was unsuccessful w/w/in 30 days. On the other hand, I've seen a local DME supplier just toss a returned mask into the trash bin and/or just tell the client if they want to keep it they can whilst still providing the client w/another mask.

[Follow Up Call]

My companies policy is that:

1. Within 30 days I can exchange a mask for a user who dislikes their first mask
2. Yes, both ResMed and Respironics have a form I fill out at the CPAP users home. The form asks What mask they don't want, what mask was the replacement, and what was the reason(s) the mask user had trouble.

3. Then I leave him/her with the new mask, take the old mask back to my office, bag it up along with the form I filled out, and I send it back to my companies Home office near Detroit. I don't know what is done with the mask at that point.

Again, this is just what MY employer does. Other DME's may be different.

[TheDreamer]

I bought a nose mask and a chin strap from cpap.com and returned it with 7 days. It did not work for my face. I tried it for 5 nights and I just did not like it. When cpap.com received it they emailed me back this: "We have received the FlexiFit HC405 Nasal CPAP Mask with Headgear -All Sizes (S, L) Included and PURESOM Premier Style Chinstrap in ourfacilities. You stated that you would like to send both back for arefund, however, neither are eligible for return. The return insurancewas declined on the mask and the chinstrap has been opened. Pleaseadvise on how you would like us to proceed. We will hold the packagein our returns department until we hear back from you." I did not know anything about return insurance. Who has ever heard of return insurance. And how do you try out a chin strap without opening it. I want someone to tell me this. I would advise anyone not to try cpap.com. I have never heard of a company that will not allow products to be returned.........

Many online places don't allow returning of anything that has been worn, or not in unopened condition. (actually, I don't know of any that do....and I buy stuff online a lot...including most of my clothing.) cpap.com does offer return insurance on masks, but you didn't get it...

Return insurance is offered for most every mask that I've looked at on cpap.com.

On the HC405 page:

If you still aren’t convinced that this is the mask for you, all you need to do is buy our Return Insurance and you can send it back within 30 days for a refund of the full purchase price. Read all about it here:

Return Insurance Option

The Dreamer

[Debjax]

I believe Respironics at least has a 30 day return policy... the DME and get either their cost back or a replacement for inventory from the company. Others on the forum will know more about this. You might try a search on '30 day return' or 'mask return policy' and see what comes up.

Good luck!

According to my DME that is correct, IF I am going through the brick and mortar DME, not an internet provider (they are in a totally different category I believe with the companies). I went through about 6 masks until while trying to help my husband with his Swift LT that he couldn't get to fit right, ... ... I decided I loved the mask and am now using that one..... it was the mask my DME wanted me to try in the first place and I said "no way!"....

Anyway, she fills out the paperwork for the reps for Respironics and Resmed and they give her credit for the trial masks....it is supposed to be for 30 days, but I was still trialing at a week or so over that....

[DaveL]

No. No returns. This is in Ontario Canada

In fact, other DME issues:
* the basic cpap unit was not available; I could take away an upgraded unit at extra cost (bait and switch?) and so I did
* I could not substitue (paying extra) another mask
* I could not purchase another brand of mask that would fit/work better for me, because they had no stock
* don't even ask for a hose blanket, or chin strap (they have no knowledge or interest in those)

I would not be compliant without the help of a newsgroup years ago, or fine people in this forum that are cpap users.

I asked my DME rep if she had ever had a sleep study (answer: No.)
I asked her if she had ever worn a mask hooked up to a machine (answer: Yes--for only about 2 hours; couldn't handle it after that and removed it). Maybe that's asking a lot. Told her that compliance rate is very low, perhaps because of equipment carried and lack of instruction in its use. She said compliance rate is high. Guess I'm ony a grumpy old cpap user.
Rant off...

[spitintheocean]

In Ontario any licensed DME must offer a complete CPAP system at the price established by the provincial authority which is currently $1080 for the machine, humidifier, hose and basic mask while ADP covers 75% of the cost. If an APAP has been prescribed by the sleep doctor, then the established price is $1595 and the province covers $1196 of the cost. If anything but a basic mask is required then the DME can charge the full price for the mask ...... mine charges $300 for any mask and I suspect if I asked for the "basic" one, I'd receive an old Halloween mask with an attached bungee cord.

The rules are unequivocal, DMEs may charge less but absolutely no more then the established prices which the ADP Program Manager determined somehow by supposedly asking the manufacturers for their Canadian list price and then adjusting the price upward by 35% to provide a nominal profit for the DME. When I pointed out to the Program Manager today that I could purchase a Resmed Autoset II c/w an H4i humidifier online for a delivered price of $699 USD she wasn't the least bit concerned that her formula for determining a "fair" markup might be a bit wonky. The online distributor was making a profit selling the same equipment for half the cost she has decided is reasonable to charge Ontario taxpayers. Of course she got the horrors at the thought of me purchasing equipment online and knocking $900 off my cost since the subsidy appears not to be for Ontario consumers but rather the DMEs.

Check out http://www.health.gov.on.ca/english/pub ... /cpap.html and contact them at 416-327-8804 to discuss the issue of bait and switch; I can assure you that they will intervene immediately.

Meanwhile, here in Ottawa, my DME allows equipment swapping and as many mask tryouts at home as necessary during the initial 30 day trial period.

Paul