Return & Refund Policy

PRE- ORDER:

1. Pre-Orders have any time cancellation policy.  
2. Pre-Orders shipping date may change if there is a delay with our vendors, carriers, or manufacturer.  Thank you for your patience.  
3. Pre-Order items are often very limited in availability. In the rare case an item is discontinued or no longer available, we will offer to send a substitute with a similar item or a refund.

RETURN, EXCHANGE, AND REFUND

Thanks for shopping at Sun Country Medical Equipment. If you are not entirely satisfied with your purchase, we are here to help. Have a question? Customer Service can be reached via email at contact@suncountrymedical.com or by phone, at (915) 592-4346 from 9am – 5pm, Monday thru Friday, EST. It is our goal to ensure that you are 100% completely satisfied with your purchase of any of our products. Please contact us with any questions or concerns.

The FDA and CDC has strict guidelines against protecting and preventing disease and cross contamination during Corona Virus (Covid 19).  Therefore, all sales are final.

Sun Country Medical is not responsible for any lost, damaged, or confiscated packages by the shipping carriers and will not refund orders in these cases. Packages that are returned because they were refused, unclaimed, or unpaid in custom duties (for international orders) are subject to 35 % restocking fee. We offer free shipping on all our orders however, packages that are returned due to an incorrect or incomplete address including foreign characters or missing apt # it is customer’s responsibility to pay for shipping.

Returns and exchange request must be made within the first 3 days of receipt. Items must be brand new and unopened (cannot be used, worn, or damaged by customer). Please allow 3-5 business days to inspect and process your returns.

1. Shipping cost will be deducted for any returned orders or packages.  
2. Sun Country Medical reserves the right to refuse/discard unqualified returned items that did not meet our site policy guidelines.
3. We don’t accept order returns/exchanges when items that have been clearly used/damaged by customer
4. Sun Country Medical can refuse exchanges/refunds without discretion if the item doesn’t seem to be in the condition it was sent in.

I’ve purchased a travel CPAP Machine and it turned out to be defective after 2-days of use. The store offered me a full refund or a repair under the manufacture defect warranty. Great service over all! ~ Jodie D

FRAUD AND HOLD POLICY

Sun Country Medical is committed to helping our customers select the right equipment for their needs. We want our customers to be happy with our products and service.

Orders with different billing and shipping address may be on hold for high fraud risk and may require additional verification documents such as customers ID. Sun Country Medical reserves the right to cancel or modify high fraud risk orders to ensure safety and fairness for all our customers.

MANUFACTURE DEFECTS:

In the unlikely event that a product is received with a manufactures’ defect, Sun Country Medical will accept returns within 3 days of the original receipt date. Please contact us for trouble shooting and if necessary, a Customer RMA number will be issued after you have been approved for a return or exchange. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you have received it. Do not send returns to us without obtaining authorization first. Sun Country Medical is not responsible for the return label payment. Please note that shipping costs to return merchandise is not covered under any warranty situation or any returns or exchanges.

Defective items to be returned should be sent (only after receiving an RMA number) to:

Sun Country Medical Equipment

Address: 2019 E Missouri Ave, El Paso, TX 79903

Manufacturer Warranties: All new CPAP and BiPAP units, Oxygen concentrators carry a manufacturer warranty. If your machine malfunctions, contact our office to verify the warranty status of the unit. Should your unit be under the manufactures’ warranty, our customer support team will assist you in the warranty process and issue a Customer RMA number. Warranty and repair decisions are made solely by the manufacturer. Repair or replacement of the broken machine can take up to 4-18 weeks; customers are responsible for shipping the products. Please note: Manufacturers do not warranty against misuse or any water damage. If the cause of the malfunction is determined to be under the conditions of misuse or water damage, the customer can elect to have the unit repaired as an out of warranty expense. CPAP Sanitizers do not have a warranty and therefore all sales are final

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