Refund/ Return Policy

At CPAPstudio, we want you to feel confident when ordering from us. We understand that CPAP and respiratory equipment can be a significant and personal purchase, so we aim to make our returns process clear, fair and straightforward.

We offer a 30-day return period for eligible unopened and unused products.

Because many of the products we sell are medical, respiratory or hygiene-sensitive products, most of the items cannot be returned once their sealed or hygiene-sealed packaging has been opened. Please check the product, model and size carefully before opening the packaging.

Summary of Key Return Scenarios

Situation	Refund Eligibility	Return Shipping	Key Conditions
Unopened & unused item within 30 days	Full refund if eligible	Customer pays	Must remain sealed where applicable, be unused and suitable for resale
Customer ordered wrong product, model or size	Refund if unopened and eligible	Customer pays	Must meet our 30-day return conditions
Faulty, damaged or incorrect item	Repair, replacement or refund as appropriate	CPAPstudio covers reasonable return costs where appropriate	Please contact us as soon as reasonably possible
Opened hygiene-sealed CPAP mask	Normally not returnable for change of mind	N/A	Health and hygiene restriction applies once the hygiene seal or sealed packaging has been opened or broken
Mask does not fit, leaks or feels uncomfortable	Normally not returnable once the hygiene seal has been broken	N/A	Please contact us for fitting, sizing or compatibility advice
Opened or used CPAP/BiPAP machine	Normally not returnable for change of mind	N/A	Suspected faulty products are handled separately
Fault developing after 30 days	Statutory remedies and/or manufacturer warranty support as applicable	Depends on the circumstances	Please contact us so that we can assess the issue
International change-of-mind return	Refund if eligible	Customer pays	Product must meet the applicable return conditions

Important

This table is provided as a quick summary only. Please read our full Returns & Refund Policy below for complete terms and conditions.

For health protection and hygiene reasons, certain medical and respiratory products supplied sealed or hygiene sealed cannot normally be returned for change of mind once the seal or sealed packaging has been opened or broken.

Mask-Fit Insurance is currently unavailable at CPAPstudio. We are working on introducing this service. Until it becomes available, our standard health and hygiene returns policy applies.

Nothing in this summary or our Returns & Refund Policy is intended to exclude, restrict or replace your statutory consumer rights.

Health & Hygiene-Sensitive Products

Many products sold by CPAPstudio are medical or respiratory products intended to come into contact with the face, nose, mouth, respiratory pathway or water used during respiratory therapy.

For health protection and hygiene reasons, products supplied in sealed or hygiene-sealed packaging cannot normally be returned for change of mind once that seal or sealed packaging has been opened or broken after delivery.

These products include, but are not limited to:

• CPAP and BiPAP machines supplied with hygiene/security seals.
• CPAP masks.
• Mask cushions and nasal pillows.
• Mask frames and hygiene-sealed headgear.
• CPAP and BiPAP tubing and hoses.
• Humidifier chambers.
• Filters.
• Respiratory interfaces.
• Hygiene-sensitive mask and respiratory accessories.

Once the relevant hygiene seal or sealed packaging has been broken, the product cannot normally be accepted for a change-of-mind return, even if it has only been opened briefly or you believe it has not been used.

If you are unsure whether a product is suitable or compatible with your equipment, please contact us before opening it. We will be happy to help.

This restriction does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

UK Consumer Cancellation Rights & Hygiene-Sealed Products

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing eligible goods online normally have a right to cancel their order within the applicable cancellation period.

However, an exception applies to sealed goods which are not suitable for return due to health protection or hygiene reasons where they become unsealed after delivery.

Many CPAP and respiratory products are supplied sealed for health protection and hygiene reasons. Where this exception applies, the right to cancel may be lost once the relevant hygiene seal or sealed packaging has been opened or broken.

You can read more about your rights when purchasing goods online on the UK Government's Online and Distance Selling guidance.

This restriction applies to change-of-mind returns only and does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

CPAP & BiPAP Machines

Please check the model and specifications of your machine carefully before opening the packaging or breaking any applicable hygiene/security seal.

A machine that has been unsealed or used cannot normally be returned for change of mind because:

• You have changed your mind.
• You no longer require the machine.
• You prefer another model.
• You ordered the wrong model.
• You find another machine more suitable for your personal preference.
• You decide not to continue with the therapy.

If the machine remains unopened, unused and otherwise eligible for return, our 30-day return policy applies.

If you believe your machine is faulty, please contact us. A suspected fault will be handled under our faulty-product procedure rather than as a change-of-mind return.

CPAP Masks – Please Choose Carefully

We understand that choosing a CPAP mask can be difficult. Mask fit and comfort vary from person to person, which is why we are happy to help with sizing and compatibility before you open the product.

Please check the manufacturer's sizing information and contact us if you need assistance.

Due to health and hygiene requirements, a CPAP mask supplied hygiene sealed cannot normally be returned for change of mind once its hygiene seal or sealed packaging has been opened or broken.

This includes situations where:

• The mask has only been tried once or briefly.
• The mask does not fit as expected.
• The mask feels uncomfortable.
• You experience leaks or fitting difficulties.
• You ordered the wrong size.
• You ordered the wrong mask.
• You prefer another mask or style.

If you experience a problem with fit, comfort or leaks, please contact us. Our team will be happy to help with fitting guidance, adjustment and compatibility where possible.

If the mask is faulty, damaged, incorrectly supplied or not as described, your statutory rights are unaffected.

Mask-Fit Insurance

Mask-Fit Insurance is currently unavailable at CPAPstudio.

We understand that customers would value additional flexibility when trying a new mask, and we are currently working on introducing a Mask-Fit Insurance service for eligible masks.

Until this service becomes available, our standard health and hygiene returns policy applies.

Full details and terms will be published on our website if and when the service becomes available.

Faulty, Damaged or Incorrect Products

If something has gone wrong with your order, please contact us and we will help you resolve it.

This includes products that:

• Arrive damaged.
• Are different from what you ordered.
• Have missing components.
• Appear to be faulty.
• Are not as described.

Please contact us as soon as reasonably possible.

To help us investigate the issue quickly, we may ask for:

• Your order number.
• A description of the problem.
• Photographs or a short video.
• Serial number.
• Batch or lot number, where applicable.
• Other relevant product information.

For technical products such as CPAP and BiPAP machines, we may ask you to complete reasonable troubleshooting steps. Many apparent issues can be resolved quickly without the inconvenience of returning the machine.

Where necessary, we may arrange for the product to be returned for inspection.

If the product is confirmed to be faulty, damaged, incorrectly supplied or otherwise does not conform to your statutory rights, we will provide the appropriate remedy in accordance with applicable UK consumer law.

Where appropriate, CPAPstudio will arrange or cover reasonable return costs for faulty or incorrectly supplied products.

Opening a product does not remove your statutory rights where the product is faulty, damaged, incorrectly supplied or not as described.

Faults After 30 Days & Manufacturer Warranties

Our 30-day return period for eligible change-of-mind returns is separate from your statutory rights concerning faulty products.

If your product develops a fault after 30 days, please contact us and we will help you determine the appropriate next step.

Depending on the circumstances and applicable consumer law, the appropriate remedy may include:

• Repair.
• Replacement.
• Price reduction.
• Refund.

Many CPAP machines and other products also include a manufacturer's warranty. Where appropriate, we may work with the manufacturer or authorised service provider to diagnose the problem and arrange a repair or replacement.

A manufacturer's warranty is additional to, and does not replace, your statutory consumer rights.

Products That Cannot Normally Be Returned for Change of Mind

Unless faulty, damaged, incorrectly supplied, not as described or otherwise covered by your statutory rights, we cannot normally accept change-of-mind returns for:

• Hygiene-sealed products once opened or unsealed.
• Used CPAP or BiPAP machines.
• Opened or used CPAP masks.
• Opened mask cushions or nasal pillows.
• Opened respiratory tubing.
• Opened filters.
• Opened humidifier chambers.
• Opened respiratory interfaces and hygiene-sensitive accessories.
• Personalised or specially ordered products where applicable.
• Products damaged through misuse, improper handling or unauthorised modification.

Sale, clearance and ex-display products remain covered by your statutory rights if they are faulty or not as described.

How to Arrange a Return

We want to make eligible returns as straightforward as possible.

Before sending anything back, please email us at info@cpapstudio.co.uk with:

• Your name.
• Order number.
• Product you wish to return.
• Reason for the return.

We will confirm the appropriate return procedure.

Please do not send a suspected faulty product back before contacting us, as we may be able to resolve the issue through troubleshooting or arrange a more appropriate return method.

Condition of Returned Products

Eligible change-of-mind returns should be returned securely and, where reasonably possible, include:

• Original retail packaging.
• Manuals and instructions.
• Accessories.
• Cables and power supplies.
• Any promotional items supplied with the product.
• All other components originally supplied.

Please do not attach postage labels, tape or writing directly to the manufacturer's retail packaging. Please use suitable protective outer packaging.

All returns are inspected after receipt.

If a return was authorised on the understanding that a hygiene-sealed product remained sealed and we subsequently find that the seal or sealed packaging has been opened, we may be unable to accept it as a change-of-mind return.

For other eligible products, where handling beyond what is reasonably necessary has reduced the value of the product, an appropriate deduction may be made where permitted by law.

Return Postage

For change-of-mind returns, including where the customer ordered the wrong product, model or size, return postage is the customer's responsibility.

We recommend using a tracked and appropriately insured delivery service.

The customer remains responsible for the returned product until it is received by CPAPstudio, so please keep your tracking information and proof of postage.

If we have supplied an incorrect item, or you believe an item is faulty or damaged on arrival, please contact us before paying for return postage.

Where appropriate, we will provide a prepaid return label, arrange collection or cover reasonable return costs.

Refunds

Once your eligible return has been received and inspected, we will process the approved refund to your original payment method.

We aim to process refunds as quickly as possible and within applicable statutory time limits.

For eligible statutory cancellations, we will refund the price of the product 

If you selected an enhanced or premium delivery service, any amount paid above the cost of our standard delivery service will not normally be refunded unless required by law.

After we process your refund, your bank, card provider or payment provider may require additional time for the funds to appear in your account.

International Returns

Eligible international returns are accepted under this policy.

For international change-of-mind returns, the customer is responsible for return shipping costs and for ensuring the product reaches us safely.

We strongly recommend using a tracked and appropriately insured service.

Customs duties, import taxes, brokerage fees or similar charges paid to customs authorities or carriers when the original order entered the destination country are generally not refundable by CPAPstudio.

When returning an international order, please follow our return instructions and identify the shipment appropriately as returned goods where applicable.

If your international order is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can advise you on the appropriate procedure.

Your Online Cancellation Rights

For eligible online purchases, UK consumers normally have a statutory right to tell us that they wish to cancel within 14 days of receiving their goods.

Following notification of cancellation, the goods should normally be returned within a further 14 days.

There are exceptions to this right, including sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

Our 30-day return policy for eligible unopened and unused products provides additional time beyond the statutory cancellation period.

Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you believe that a product supplied by CPAPstudio is faulty, damaged, incorrectly supplied or not as described, please contact us. Our team will work with you to resolve the issue as quickly and fairly as possible.

Contact Us

For return, refund or product-support enquiries:

CPAPstudio UK
1 Harding Road
Eastleigh
Hampshire
SO50 9RB
United Kingdom

Email: info@cpapstudio.co.uk
Telephone: +44 (0) 7899 539620

Please include your order number when contacting us so that we can assist you as quickly as possible.