Service Center

FAQ

You can find quick answer from these normal questions below.

Pre-sale

What forms of payment are accepted at Resvent Medical shop?

We currently only accept payments via Paypal.

What are the default express delivery methods for shipping?

We primarily use FedEx and UPS for shipping. For finished products, delivery occurs within 2 working days, with transportation taking 5-7 working days.

Can I specify a delivery date or area for my order?

The delivery area is determined by the selection list of countries or regions available on the checkout page during the ordering process. Unfortunately, customers cannot specify a delivery date.

Will Resvent Medical cover taxes and duties on my order?

Resvent Medical shall not be responsible for any taxes and duties levied or imposed by any local, state, or federal governmental entity.

After-sales

What is the return policy at Resvent Medical shop?

We have a 30-day return policy, allowing you to request a return within 30 days after receiving your item. Please note that a 15% return fee and shipping cost will be deducted from the refund, and customers are responsible for the return shipping fee.

What should I do if I receive a defective item?

Upon receiving your order, please inspect the items immediately. If you find a defective item, please contact us within 3 days. Please refrain from opening any damaged or incorrect items, as our official store does not accept returns of opened products. We will also require photos of the damaged packaging or incorrect items.

Can CPAP products be returned if opened?

Due to the personalized nature of our CPAP products, including CPAP, APAP, BiPAP machines, masks, humidifiers, CPAP machine accessories, and batteries, they cannot be returned once the packaging is opened, regardless of whether the device shows any usage time. Decisions regarding repairs or replacements are solely made by the manufacturer.

How long does it take to process a refund?

Once we've received and inspected your return, we will notify you about the approval of the refund. If approved, the refund will be automatically processed on your original payment method within 10 working days. Please note that the processing and posting of the refund by your bank or credit card company may also take some time.

What should I do if my refund hasn't been processed after 15 business days?

If more than 15 business days have passed since we approved your return, please contact us at shop@resvent.com for further assistance.

Technical Support

Condensate appears in the pipe of CPAP Machine

Change room temperature/adjust humidification level.

Scale inside the water tank

Use purified or distilled water (sterile water)/replace water tank. Suggest don`t add water containing minerals to the water tank.

Automatically stop during use

Please turn off automatic stop function.

The humidification setting switch cannot be activated

The reason is water tank level below minimum threshold.you can add an appropriate amount of water to the water tank.

Alarm drying

Humidification function exceeds half hour. It is a normal phenomenon that when the humidification function is used for more than half an hour, the equipment will undergo internal and pipe drying.

SD card insertion error

you may insert the SD card backwards.

Poor air intake and loud noise of the equipment

The reason may be abnormal operation of turbine/PCBA.
1. Ensure that there are no foreign objects near the turbine inlet;
2. Confirm whether there is excessive dust at the installation site of the filter cotton, which can cause blockage of the air inlet.
3. Use original filter cotton. 4. Replace PCBA/turbine.

Dropping sound when unplugging the power device

Please return to the standby interface before powering off.

Heating plate not heating

1: Wipe or rinse scale with 75% ethanol; 2: Replace a new heating plate; 3: Replace the PCBA.

No display when turned on, adapter indicator light does not light up

1: Replace the adapter; 2: Replace the connecting cable; 3: Replace the PCBA.

No display when turned on, adapter indicator light is on.

1: Reinstall the screen cable; 2: Replace the display screen; 3: Replace the PCBA.

Low battery

1: Upgrade the software and replace the battery; 2: Replace the motherboard; 3: Replace the PCBA.