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    Returns

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    Due to a technical issue, you may receive the order confirmation email later than expected. If you do not receive it within 48 hours, please contact us.
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    Due to a technical issue, you may not receive shipment confirmation. We are working to resolve this as soon as possible. However, your order is being processed correctly and will arrive within the expected delivery time.
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    Delivery times are currently longer than normal due to a high volume of orders. We are doing our best to get your order delivered to you as soon as possible. An email will be sent once your order has been shipped.
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    We are experiencing longer than normal wait times on our voice support channel. Please explore our self-help options or chat with us 24/7. We appreciate your patience and thank you for being a valued Philips customer.
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    Refund processing time is currently longer than normal due to the busy period. We are doing our best to process requests as quickly as possible. A confirmation email will be sent once completed.
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    Due to scheduled maintenance, you may be momentarily unable to buy products on our website. We are working to resolve this as soon as possible and apologise for the inconvenience. You can continue to shop our products at other retailers in the meantime.
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    Due to scheduled maintenance, you may temporarily receive order confirmation emails later than expected. This is not impacting the processing and delivery of your order. If have not received the order confirmation within 48 hours, please contact us.
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    Due to maintenance, it is temporarily not possible to add a product to your basket. This will be resolved as soon as possible. We hope to see you at another time.
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    Due to a technical issue, you may be momentarily unable to pay for products via [PAYMENT_METHOD] on our website. We are working to resolve this as soon as possible and apologise for the inconvenience. You can continue via another payment method or shop our products at other retailers in the meantime.
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    Please be aware that some of our Subscription Members may have received email messages regarding old or already completed shipments. This is due to an IT issue and these messages can be disregarded. No action is required from your side. Our apologies for the inconvenience!
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    If you are calling about the recall of the Philips sleep apnea and ventilator devices please visit our website at www.philips.com/src-update.

    Returns

    How do I return a product?

    You can return your product for free within 30 days from purchase. Simply follow the below steps to use our Do It Yourself (DIY) Return Portal.  

     

    1) Login to your MyPhilips Account at https://www.usa.philips.com/myphilips  and click on ‘View active order history’ then select the order you would like to return. 

    OR     

    If you do not have a MyPhilips Account, please go to the following link to create your return and enter in the email address used to place the order and order number. https://www.usa.philips.com/shop/order-search/search-input

    (Please note: if the order does not have the option to return you may have lapsed the 30-day return window.)

     

    2) Ensure the check box to the left of each product you would like to return is selected and update the quantity drop down to the number of units you are returning. 

    a. If you are returning multiple products, please make sure they fit in one box. If you need to ship back multiple boxes, please create separate return requests for the items in each individual box. 

     

    3) Click on the Return products button

     

    4) Select if you would like to exchange the product for a replacement of the same item or return for a refund (Please note if refund is the only option displayed it means we are out of stock and cannot offer a replacement at this time).

     

    5) Select the reason for return from the drop-down list. 

     

    6) You will then see packing instructions and a link to download your FedEx return label. Your return label will be emailed to you as well (Please note in some instances you will be instructed to confirm disposal of the item instead and you’ll receive an email confirmation for your refund or replacement).

    a. Please be sure you pack all items into one box if you are returning multiple products. 

     

    7) Next Philips will show you the FedEx drop off location closest to you. You can also search in a different area if needed. 

     

    8) Once the returned product is received and checked by Philips, the refund or replacement will be issued, and a confirmation email will be sent to you.

     

    9) The refunded amount will be transferred to the original form of payment that was used to purchase that product.  

     

    Please note we will refund the relevant part of the purchase price for that product. Please ensure you send all original parts. 

     

    If you have any issues please contact the Philips Online Store Call Center at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F.

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    What are the return conditions?
    Not completely happy with your purchase? No problem. You can return your order within the first 30 days. The product must be returned clean and, in its entirety, together with its original packaging or in another solid box.

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    What shall I do if the product is defective?
    In the unlikely event that you have a defective product, you have the right to return it within the Return Guarantee period. Please keep all the packaging materials, accessories and warranty information that accompanies your product as this may be needed should there be a fault. If you choose to return the product, please follow the ‘DIY Return Portal’ steps noted above. If you have any issues with the DIY portal you can contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.

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    What shall I do if the product was damaged in transit?

    If the carton or contents have been damaged in transit, you can return the item(s) to us within Return Guarantee period for exchange.

    Please check that your order is correct at the time of delivery, make sure that the product carton is sealed and unopened. If you are unhappy with the state of delivery, please follow the ‘DIY Return Portal’ steps noted above. If you have any issues with the DIY return portal you can contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.

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    What if I need a spare part?
    Do you need to exchange or return a spare part? Please contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F. An advisor will help you with the necessary steps.

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    What shall I do if I never received my order?
    If you received an email from Philips with tracking details for your order but never received your shipment you can contact the Philips Online Store Call Center by phone at 1-866-309-3263 (Toll-free) 9am-9pm EST, M-F for support. An advisor will validate the tracking details and delivery address and help you complete a request for a refund, or a replacement item once approved. 

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