Refund policy

We want you to feel confident when shopping with us. This policy explains your rights to returns, refunds, and replacements.

1. Returns Window

• You may return unopened, unused items within 30 days of receipt for a refund.
• Refunds for change-of-mind returns exclude original shipping charges (if any) and are subject to the customer paying the return postage.
• Customers must keep proof of postage and tracking when returning items at their own expense.
• Items returned after 30 days are not eligible unless they are faulty and still under manufacturer warranty.
• Refunds are processed within 10 working days of receiving your return.

2. Faulty, Damaged, or Incorrect Items

• If your item arrives faulty, damaged in transit, or incorrect, please notify us within 7 days.
• We will provide a prepaid return label and issue a replacement or full refund (including original shipping).
• After 30 days, items may still be covered by the manufacturer’s warranty; in this case, we will assist with the claim process.

3. Hygiene-Sensitive Products

For health and safety reasons, certain items cannot be returned once opened, unless faulty:

• CPAP masks and cushions
• CPAP tubing and filters
• Humidifier chambers
• Oral and nasal interface products

If opened, these items are non-returnable due to hygiene regulations (Consumer Contracts Regulations 28.(3)(a)).

4. Mask-Fit Insurance (Optional)

We understand that finding the right mask can take time. To make this easier, Mask-Fit Insurance may be available on selected mask products.

• The option to add Mask-Fit Insurance will appear on the product page or in your cart at the time of purchase.
• If the option is not displayed, it means Mask-Fit Insurance is not available for that particular mask.
• Mask-Fit Insurance must be purchased at the same time as the mask; it cannot be added later once the order is placed.

Terms of Mask-Fit Insurance

• Cost: £14.99 for nasal masks / £19.99 for full-face masks
• Provides a 28-day trial to ensure comfort and fit
• If the mask is unsuitable, return it within the trial period for a full mask refund (insurance fee is non-refundable)
• UK customers will receive a prepaid returns label; international customers must cover return postage

5. Returns Process

• Email info@cpapstudio.co.uk with your order number and reason for return.
• We will confirm eligibility and provide return instructions.
• For faulty/damaged goods, we provide a prepaid label. For change-of-mind returns, the customer is responsible for return postage and must keep proof of posting/tracking.
• Returned products must be sent in their original packaging with all accessories and manuals.
• Refunds are issued to the original payment method within 10 working days of inspection.

6. Non-Returnable Items

• Prescription-only medical devices (e.g., CPAP machines, BiPAP machines, oxygen concentrators) cannot be returned once opened/used unless faulty.
• Clearance or ex-demo equipment marked as “Final Sale”.
• Consumables (e.g., filters, chin straps) once opened.

7. International Orders

• Returns from outside the UK are accepted but the buyer is responsible for return shipping costs (unless faulty).
• Import duties and taxes paid at delivery are non-refundable.

8. Summary of Key Return Scenarios

9. Contact Us

For all returns and refund enquiries, please contact: