Return & Refund Policy
Select whether your order was placed in the UK or internationally, then find the scenario that matches your situation for clear instructions on returns, refunds and next steps.
UK Orders
Almost everything we sell is brand new; a few machines are sold second-hand and clearly marked with their condition. Select the scenario that matches your situation.
1. Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping. No fees will be deducted.
Phone / WhatsApp: +44 780 264 4820 | Email: info@cpapsupply.co.uk
2. Order Shipped but You Changed Your Mind
You can cancel and return your order within 14 days of delivery (your legal cancellation period). Tell us first so we can give you a returns reference, then send the item back within 14 days of telling us. Return postage is your responsibility.
Unopened & sealed: full refund of the item price and the standard delivery you paid.
Hygiene items: masks, cushions, nasal pillows, headgear, tubing, filters, chinstraps, water chambers, wipes and anything else that touches the airway cannot be returned once the seal is broken, even if unused.
Machines and devices opened: a deduction of up to 40% if only opened to inspect; if used, the deduction reflects the loss in value and can be up to the full price, as a used medical device can no longer be sold as new.
After 14 days, change-of-mind returns are not accepted; faulty items are covered below.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
Returns address: Elarix Medical Ltd — Returns Dept, c/o SelfiMed UK, Twenty4 Secure Storage, Leeds, LS12 4HP
3. Order Arrived Damaged
Choose a replacement (subject to stock) or a full refund including shipping. We cover return shipping. Please notify us within 30 days and include photos so we can act quickly.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
4. Order Arrived but Not as Described
If the product does not match the listing (e.g., wrong model or missing features), choose a replacement or a full refund including shipping. We cover return shipping. Please report within 30 days.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
5. Order Arrived but You Did Not Read the Description Properly
If the item matches the listing but is not what you expected (sizing, compatibility or features overlooked), this is treated as a change of mind.
Tell us within 14 days of delivery and we can exchange it for the correct product or refund it, under the same rules as a change of mind (see 2): it must be unopened and sealed, or a deduction applies to opened devices, and hygiene items cannot be returned once opened. Return postage is your responsibility.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
6. Order Arrived but Wrong Size Sent
If we sent the wrong size, this is our error. Choose a replacement in the correct size (subject to availability) or a full refund including shipping. We cover return shipping. Please contact us within 30 days.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
7. New Item Arrived but Faulty (Warranty)
Brand new items carry the manufacturer's warranty; Alvera items carry a 6-month Elarix Medical warranty. Second-hand machines carry an Elarix Medical warranty by condition: New (other) 12 months, Like new and Refurbished 6 months, Pre-owned 90 days. If an item is faulty within 30 days of delivery you can have a full refund including delivery. After that, choose replacement or repair under the warranty (subject to warranty terms and stock). Once the fault is confirmed, we cover return shipping. Some products are serviced directly by the manufacturer for faster turnaround.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
International Orders
How refunds and returns work for orders shipped outside the UK.
1. Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping.
Phone / WhatsApp: +44 780 264 4820 | Email: info@cpapsupply.co.uk
2. Order Shipped but You Changed Your Mind (Customs Unpaid)
Refuse to pay customs so the carrier returns the parcel to us. Returns can take up to 3 months. Once received in good condition, we will refund the product price only. Original shipping is not refunded and any carrier return or handling fees may be deducted.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
3. Order Shipped, Customs Paid, Changed Your Mind
No returns are accepted once customs or duties have been paid, to avoid duplicate cross-border charges.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
4. Item Arrived in Destination Country but Customs Fees Were Not Paid
Import taxes, duties, customs clearance fees and local charges are not included in the product price or shipping cost and must be paid by the recipient upon import. Please respond promptly to carrier or customs requests to avoid delays.
If customs refuse entry because charges were not paid or due to local import restrictions:
Returned to Sender: If returned in good resalable condition, we refund the item price only. Original shipping and any return freight, storage or customs fees are non-refundable and may be deducted.
Seized or Disposed: If customs seize, abandon or destroy the parcel, no refund can be issued.
5. Shipment Refused by Destination Customs
It is the buyer's responsibility to confirm that medical equipment is permitted for import into their country before placing an order.
Returned to Sender: If returned in good resalable condition, we refund the item price only. Original shipping and any return freight, handling or customs fees are non-refundable and may be deducted.
Seized or Disposed: If the parcel is seized, abandoned or destroyed by customs, no refund can be issued.
6. Order Arrived Damaged
Contact us to arrange a replacement — we will handle shipping and any required customs for it. If you prefer a refund, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but you may reclaim them locally with our documentation. Do not return the item unless instructed.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
7. Order Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us; we will provide documentation to support your local reclaim and advise the correct return procedure.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
8. Order Arrived but You Did Not Read the Description Properly
Not returnable. No refund. Because cross-border returns involve customs and handling costs, preference changes are not accepted internationally.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
9. Order Arrived but Wrong Size Sent
If we sent the wrong size, contact us to arrange a replacement in the correct size or to discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us; documentation will be provided to support your reclaim.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
10. New Item Arrived but You Changed Your Mind
No return and no refund for international change-of-mind on new items.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
11. New Item Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but we will provide documentation to support your reclaim.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
12. New Item Arrived but Faulty (Manufacturer Warranty)
Contact us to arrange a replacement or warranty repair. In some cases, we will direct you to the manufacturer's local service centre for faster processing. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but we can provide documentation to support your reclaim.
Phone: +44 780 264 4820 | Email: info@cpapsupply.co.uk
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Need Help With a Return or Refund?
Our team can guide you through the return process, confirm eligibility and answer any questions.