Return & Refund Policy – CPAP Store London

Thank you for shopping with CPAP Store London. We take pride in offering high-quality respiratory equipment and are committed to transparency, safety, and exceptional service. Please review our return and refund policy carefully before making a purchase.

1. Final Sale Policy on Respiratory Equipment

Due to strict hygiene regulations, all sales of respiratory equipment—such as CPAP and BiPAP machines, oxygen concentrators, and masks—are considered final. This policy complies with both:

  • UK Medical Devices Regulations 2002 (SI 2002 No. 618)
  • Consumer Contracts Regulations 2013, which allow businesses to refuse returns of sealed goods not suitable for return due to health protection or hygiene concerns, once unsealed after delivery.

Used or opened products cannot be accepted for return, refund, or resale due to health and safety risks, including potential contamination and infection control violations.

2. Unopened Products

We may accept returns of unopened, unused products within 7 days of delivery, provided the item is:

  • In its original, sealed packaging
  • Unused and undamaged
  • Accompanied by a valid receipt
  • Approved Return Merchandise Authorization (RMA) number

Please contact our support team to request return authorization. Items returned without written approval will not be accepted or refunded. Once approved, we will issue a Return Merchandise Authorization (RMA) number. Shipping costs for returning defective items are the customer’s responsibility unless otherwise covered under the manufacturer’s warranty. We are happy to provide manufacturer contact details for warranty support.

3. Manufacturer Defects

In the rare case of a manufacturer defect, please contact the manufacturer directly.

 

4. Return Process

  • Timeframe: Must request return unopened product within 7 days of receipt
  • Condition: Products must be new, unused, and unopened
  • Exclusions: Clearance and discounted items are final sale
  • Shipping: Return shipping costs are the customer’s responsibility. Tracked shipping is strongly recommended

5. Unauthorized Returns & Legal Compliance

Products returned without written authorization or in a used/opened condition will not be accepted. Unauthorized returns may be:

  • Discarded
  • Refused upon delivery
  • Returned at the sender’s expense

Since all CPAP Store London products are shipped from our fulfillment center in Nevada, USA, your transaction is governed by both UK and U.S. law. Unauthorized or fraudulent returns may violate:

  • UK Consumer Protection Laws, including the Consumer Contracts Regulations 2013
  • USA Revised Statutes:
    • NRS 205.380 – Obtaining money or property under false pretenses
    • NRS 205.0832 – Theft by fraud or deception

We reserve the right to pursue legal remedies in cases of fraud or abuse of our return policies.

6. Shipping & Lost Packages

  • CPAP Store London is not responsible for lost, delayed, or confiscated shipments by carriers or customs.
  • Packages returned due to incorrect or incomplete address information will require reshipping fees.
  • International orders refused, unclaimed, or returned due to unpaid duties or VAT are subject to a 35% restocking fee.

7. Fraud Prevention

To protect our customers and prevent misuse, orders with mismatched billing and shipping addresses may be held for manual review. We may request additional verification, such as government-issued identification. CPAP Store London reserves the right to cancel or adjust orders deemed high-risk or suspicious.

10. Customer Service

If you have questions or concerns, our support team is here to assist:

By purchasing from CPAP Store London, you agree to this return policy. We reserve the right to amend these terms at any time. Updates will take effect upon publication on our website.