Shipping, Delivery & Customs Policy

Next-Day Delivery: Available for orders placed Monday–Friday before 12:00 noon. Orders after this cut-off dispatch the next working day.

Standard Delivery: Typically delivered within 2–3 working days of dispatch.

Free UK Delivery: Automatically applied at checkout on orders over £150.

All UK deliveries include tracking and are dispatched via reliable signed-for or confirmed services.

We ship worldwide using trusted carriers such as UPS, DHL, FedEx, DPD and Royal Mail International.

• Estimated delivery: Usually 3–5 working days, depending on destination and service availability.
• Shipping charges: Calculated at checkout based on weight, dimensions and destination.
• Tracking: Provided by email at the time of dispatch.

Delivery times may vary due to local customs processing and carrier network conditions.

Returns are accepted within 30 days of delivery for items that are:

• Unopened
• Unused
• In the original packaging
• Authorised in advance by our team

For hygiene and regulatory reasons, certain items are non-returnable once opened, even if unused. This includes:

• CPAP masks (nasal, full-face, pillow)
• Tubing and air filters
• Humidifier chambers and sealed accessories
• Any product with a hygiene seal or medical sterility marking

We strongly recommend confirming product suitability before opening or using any medical device.

For full details on refunds (eligibility, timelines, deductions and examples), please see our dedicated page:

CPAP Supply UK — Return & Refund Policy

We aim to process eligible refunds within 5 working days of return inspection. Refunds are issued to the original payment method.

• Request your return in writing and wait for our authorisation before sending.
• Include your order number and dispatch the return within 14 days of authorisation.
• Unauthorised returns may be rejected.

Who pays?

All international orders are shipped on a DAP (Delivered At Place) basis. Import taxes, duties, customs clearance fees, and any local charges are not included in the product price or shipping cost and must be paid by the recipient upon import.

The shipping carrier or customs authority may contact you to request payment or additional documentation. Please respond promptly to avoid delays.

Delivery terms:

Import taxes, duties, customs clearance fees, and any local charges are not included in the product price or shipping cost and must be paid by the recipient upon import.

Customs clearance:

Your shipment may still pass through local customs for routine administrative clearance.

Documentation provided by us:

We provide a commercial invoice and packing list with every shipment. Any permits, licences, or prescriptions required by your local authority remain the responsibility of the buyer.

Customs checks and KYC:

Local customs authorities may request identification, tax numbers such as EORI or VAT, or additional documentation to clear medical equipment. This is a regulatory requirement and outside of our control.

If customs refuse entry:

Customers are responsible for ensuring that medical items are permitted for import into their country. If a shipment is refused due to local regulations or medical device restrictions:

1. Returned to Sender: If the parcel is returned to us in good, resalable condition, we will refund the product price only. Original shipping, return freight, customs handling and carrier fees are non-refundable and may be deducted.
2. Seized or Disposed by Customs: If customs seize, abandon or destroy the parcel, no refund can be issued.
3. Returns across borders: If you return goods internationally after delivery, any import taxes or duties already paid are subject to your local authority refund process. This varies by country and must be handled directly with your customs office. We can provide proof of export or return where available.

Before you order:
Please check your local import regulations, medical device restrictions and any prescription requirements to ensure the product is permitted in your country.

Typical timelines: UK Standard 2–3 working days from dispatch; UK Next-Day for orders before noon; International Express usually 3–5 working days. Customs clearance or remote areas can extend delivery. You will receive a tracking link by email as soon as your parcel is dispatched.

Need help choosing a service, confirming timelines, or preparing customs paperwork? Contact us — we’re happy to assist.