CPAP Store London Return & Refund Policy

Thank you for choosing CPAP Store London. We are committed to providing high-quality respiratory equipment and ensuring your satisfaction. Please review our return and refund policy outlined below:

1. Sales Are Final on Respiratory Products

In compliance with UK health and safety regulations, including the Medical Devices Regulations 2002 (SI 2002 No 618), all sales are final on respiratory products such as CPAP and BiPAP machines, oxygen concentrators, and masks. These regulations prohibit the resale or return of used or opened respiratory equipment due to hygiene and safety concerns. ​GOV.UK+1GOV.UK+1 legislation.gov.uk

2. Unopened Products

We cannot accept returns for products that have been opened, unsealed, or removed from their original packaging. This policy aligns with the Consumer Contracts Regulations 2013, which allow businesses to refuse returns of sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery. ​

3. Exceptions for Manufacturer Defects

In the rare event that a product is received with a manufacturing defect, CPAP Store London will accept returns within 7 days of the original receipt date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition it was received with a receipt. Please contact us to report the issue. Shipping costs for returns due to defects are the customer’s responsibility.

4. Return Process

  • Timeframe: Unopened, unused items may be eligible for a return within 7 days of receipt.​

  • Condition: Items must be brand new, unopened, and undamaged by the customer.​

  • Clearance Items: Marked as “sale” or “discounted,” these are final sale and not eligible for return.​

  • Shipping Costs: Customers are responsible for return shipping charges. We recommend using a trackable shipping service to ensure the safe return of your item.​

6. Shipping and Lost Packages

CPAP Store London is not responsible for packages that are lost, damaged, or confiscated by shipping carriers. Orders returned due to incorrect or incomplete addresses (including missing apartment numbers or foreign characters) will require the customer to pay for reshipping. International orders returned because they are refused, unclaimed, or due to unpaid customs duties will be subject to a 35% restocking fee.​

7. Fraud Prevention

To ensure the safety and security of our customers, orders with mismatched billing and shipping addresses may be held for verification. Additional documents, such as a government-issued ID, may be required. CPAP Store London reserves the right to cancel or modify orders deemed to have a high fraud risk.​

8. Customer Service

If you have any questions or concerns about your purchase, please contact us:

By making a purchase with CPAP Store London, you agree to the terms outlined in this return policy. We reserve the right to update or modify this policy at any time, with changes effective immediately upon posting on our website.