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Return & Refund Policy

Returns Policy – CpapSupply.co.uk

A division of Elarix Medical Ltd
Company No. 16602969
Registered Office: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF
Email: info@cpapsupply.co.uk | support@elarixmedical.co.uk
Phone: +44 (0)330 133 2808

Our Commitment

At CpapSupply.co.uk, we are committed to supplying high-quality CPAP products with clear, transparent aftercare. This policy explains your rights under the Consumer Rights Act 2015 and related UK consumer protection regulations.

We strive to make returns fair and efficient while observing hygiene and regulatory requirements specific to medical equipment.

1. Right to Cancel (Change of Mind)

You have the legal right to cancel your order and return eligible products within 30 days of receipt (extended from the statutory minimum of 14 days).

To be eligible:

  • The item must be unopened, unused, and in resalable condition

  • All original packaging, accessories, and instructions must be included

To request a return, contact:
info@cpapsupply.co.uk

Once authorised, you will have 14 days to return the item(s). Items returned late or without prior authorisation may be declined.

2. Hygiene & Return Exemptions

For safety and regulatory compliance, many items are non-returnable once opened, unless they are confirmed as faulty. These include:

  • CPAP masks (nasal, full face, pillow)

  • CPAP machines and humidifiers

  • Tubing and air filters

  • Water chambers and sealed accessories

  • Any product marked “non-returnable if opened”

Please check compatibility or contact us before opening if unsure.

Note: Certain items (e.g., masks with "Mask Fit Insurance") may be refundable even if opened. This will be clearly stated on the relevant product page.

3. Faulty Items & Warranty Coverage

If a product is found to be faulty:

  • Within 30 days: We will offer a replacement or full refund

  • After 30 days: The item will be repaired or replaced under the manufacturer’s warranty

Typical warranty periods:

  • CPAP machines and humidifiers – 2 years

  • Masks, tubing, and filters – 3 months (classified as consumables)

If we are unable to repair or replace an item within the warranty period, you may receive:

  • A full refund (if within 6 months)

  • A partial refund (after 6 months, based on remaining warranty value)

Warranty claims must be submitted in writing and include your order number, product details, and fault description.

4. Return Shipping Costs

Reason for Return Return Shipping Covered By
Change of mind / incorrect item Customer
Item faulty or damaged CpapSupply.co.uk
Incorrect item sent CpapSupply.co.uk

We recommend using a tracked and insured courier service. We cannot issue refunds for items not received back.

5. Refund Processing

  • Refunds are issued within 24 hours of return confirmation

  • PayPal refunds are immediate

  • Card refunds may take 2–3 working days to appear

Delivery Fees:

  • Standard UK delivery is free and non-refundable

  • Premium or international shipping may be refunded only if the full order is returned

6. Service Cancellations

Refunds for non-physical services (e.g., sleep tests) follow a different policy:

  • Full refund available before dispatch of any equipment

  • If cancelled after dispatch, a £35 administration fee applies (covers logistics, cleaning, and handling)

7. Complaints and Escalation

If you are dissatisfied with the returns process:

You may escalate unresolved consumer complaints to Trading Standards or data-related concerns to the Information Commissioner’s Office (ICO).

8. Summary Checklist

  • Return sealed items within 30 days

  • Use tracked post and include your order number

  • Opened items are returnable only if faulty

  • Contact us before opening any product if unsure

  • Refunds typically processed within 24 hours of item receipt