At CPAPstudio, we understand that CPAP and respiratory equipment can be important to your everyday therapy. We therefore aim to dispatch orders as quickly as possible and use tracked delivery services for added peace of mind.

Shipping at a Glance

Orders placed before the applicable cut-off time are normally dispatched the same day, subject to stock availability, payment authorisation and any required prescription or verification.

Our UK delivery services are selected with the aim of delivering your order on the next working day after dispatch. Delivery times can occasionally be affected by courier delays or circumstances outside our reasonable control.

1. Same-Day Dispatch

We offer same-day dispatch on eligible in-stock orders placed before the following cut-off times:

Monday to Friday: Order before 3:30 PM for same-day dispatch.

Saturday: Order before 10:30 AM for same-day dispatch.

Sunday: We do not dispatch orders on Sundays. Orders placed on Sunday will normally be dispatched on the next working day.

Orders placed after the applicable cut-off time will normally be dispatched on the next available dispatch day.

Same-day dispatch is subject to:

• The product being in stock.

• Successful payment authorisation.

• A complete and accurate delivery address.

• Any required prescription or medical documentation having been received and approved.

• Any necessary order or security verification being completed.

Please note that dispatch and delivery are separate. Same-day dispatch means that your order is handed to the relevant delivery network that day; it does not constitute an absolute guarantee that the carrier will deliver the parcel the following day.

2. UK Delivery

We provide fast, tracked delivery for UK orders.

Orders dispatched by us are sent using a service selected with the aim of delivery on the next working day after dispatch.

Depending on the order value, size, weight, destination and nature of the products, we may use Royal Mail, DHL Express or another appropriate tracked service.

Tracking information will normally be provided once your order has been dispatched.

3. Orders Over £800 – Premium Delivery

For UK orders with an order value over £800, we normally use a premium next-working-day delivery service.

Depending on the order and destination, this will normally be:

DHL Express, or
Royal Mail Special Delivery Guaranteed

This provides additional security and enhanced delivery service for higher-value orders.

Orders must still be placed before the applicable same-day dispatch cut-off and meet our normal dispatch requirements.

4. DHL Express / Special Delivery for Smaller Orders

If your UK order is below £800 but you would prefer us to use DHL Express or Royal Mail Special Delivery Guaranteed, please contact us.

We may be able to arrange an upgraded delivery service on an ad-hoc basis, subject to availability and any applicable additional delivery charge.

Please contact us before placing your order or as soon as possible after ordering, as we may not be able to change the delivery service once your order has entered our dispatch process.

Email: info@cpapstudio.co.uk

Telephone: +44 (0) 7899 539620

We will be happy to advise you of the available options.

5. Next-Working-Day Delivery Aim

We select our UK delivery services with the aim of delivering orders on the next working day after dispatch.

However, unless you have specifically purchased or been allocated a carrier service that is expressly guaranteed, next-working-day delivery should be treated as a delivery aim rather than an absolute guarantee.

Occasional delays can occur due to:

• Courier network disruption.

• Severe weather.

• Industrial action.

• Public holidays.

• Incorrect or incomplete addresses.

• Remote delivery locations.

• Exceptional volumes within the courier network.

• Other circumstances outside our reasonable control.

If your order is particularly urgent, please contact us before ordering and we can advise whether DHL Express or Royal Mail Special Delivery Guaranteed can be arranged.

6. Tracking Your Order

Once your order has been dispatched, you will normally receive a dispatch confirmation containing tracking information.

Please be aware that tracking may take several hours to update after a parcel has been handed to the carrier.

If your tracking has not updated for an unusual period or you believe your parcel has been delayed, please contact us and we will assist you.

7. Stock Availability

We aim to maintain accurate stock information on our website.

Occasionally, stock availability can change unexpectedly because of high demand, stock discrepancies, supplier delays or multiple customers ordering the same product within a short period.

If an item is unexpectedly unavailable, we will contact you and may offer:

• An estimated dispatch date.

• An appropriate alternative, subject to your agreement.

• Partial dispatch of available items.

• Cancellation and refund of the unavailable item.

We will not substitute a materially different product without your agreement.

8. Delivery Address

Customers are responsible for ensuring that the delivery address supplied when placing an order is complete and accurate.

Please carefully check your:

• House or building number/name.

• Street.

• Town or city.

• Postcode.

• Country.

• Telephone number.

If you discover an address error after ordering, please contact us immediately.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or courier process.

Additional costs resulting from an incorrect or incomplete address supplied by the customer may be payable by the customer where legally permitted.

9. Missed Deliveries & Uncollected Parcels

If nobody is available to receive a parcel, the delivery carrier may:

• Attempt delivery again.

• Leave the parcel in an authorised safe place.

• Deliver to a neighbour where permitted.

• Redirect it to a collection point.

• Hold it at a local depot.

• Return it to CPAPstudio after unsuccessful delivery attempts.

Please follow the instructions provided by the delivery carrier.

Where a parcel is returned to us because it was not collected, delivery was repeatedly unsuccessful or an incorrect/incomplete address was supplied, reasonable additional shipping or return-to-sender charges may apply where legally permitted.

10. Damaged Deliveries

If a parcel arrives visibly damaged, please take photographs of the outer packaging before opening it, where possible.

Please then check the contents carefully.

If the product is damaged or something is missing, please contact us as soon as reasonably possible and provide:

• Your order number.

• Photographs of the external packaging.

• Photographs of the product.

• A photograph of the shipping label where possible.

• Details of any damaged or missing items.

Please retain the packaging until we confirm that it is no longer required, as the courier may require photographs or packaging information when investigating the shipment.

11. Delayed or Lost Parcels

Occasionally, parcels may be delayed while travelling through the courier network.

A tracking delay does not necessarily mean that a parcel has been lost.

If your parcel has not arrived within the expected delivery period, please contact us and we will investigate with the delivery carrier where appropriate.

Where a parcel is confirmed as lost in transit, we will arrange an appropriate resolution in accordance with your applicable consumer rights.

12. International Shipping – DHL Express

We use DHL Express for international orders.

DHL Express provides tracked international delivery to many destinations worldwide.

International delivery times vary depending on:

• Destination country.

• Customs clearance.

• Local customs requirements.

• Import documentation.

• Remote-area delivery.

• Local holidays.

• Regulatory requirements.

You will normally receive DHL tracking information after your order has been dispatched.

Please note that international delivery estimates do not include delays caused by customs clearance or action required from the recipient.

13. International Customs, Import VAT & Duties

International shipments may be subject to import VAT, customs duties, taxes, brokerage charges or other fees imposed by the destination country or courier.

Unless specifically stated otherwise when you order, these charges are the responsibility of the recipient and are not included in the product price or shipping charge.

CPAPstudio does not determine or control the amount charged by overseas customs authorities.

Customers are responsible for complying with the import requirements of the destination country and for responding promptly to any requests from DHL or the relevant customs authority.

14. Customs Delays, Refused Shipments & Unpaid Duties

International deliveries can occasionally be delayed while awaiting customs clearance.

The recipient is responsible for providing information or paying import duties/taxes requested by DHL or the destination country's customs authorities.

If a shipment is refused, abandoned, not collected or returned because the recipient:

• Refuses to pay applicable import duties or taxes.

• Does not complete customs clearance.

• Does not provide information requested by DHL or customs.

• Refuses delivery.

• Provides an incorrect or incomplete delivery address.

the shipment may be returned to CPAPstudio.

Where a refund is applicable after the goods have been safely returned to us, reasonable costs actually incurred as a result of the failed delivery or return may be deducted where permitted by law. These may include original international shipping costs, return-to-sender charges, customs charges, carrier charges and other direct costs associated with returning the shipment.

This does not affect your statutory consumer rights.

15. International Import Restrictions

Customers placing international orders are responsible for checking whether the products they are ordering can legally be imported into their destination country and whether any prescription, licence or other documentation is required.

Where we are aware of a shipping or regulatory restriction, we may contact you before dispatch or cancel an affected item and issue an appropriate refund.

16. Multiple-Item Orders

Orders containing multiple products may occasionally be dispatched in more than one parcel.

This may be necessary because of product size, weight, stock availability, courier restrictions or prescription/documentation requirements.

If your order is split, you may receive more than one tracking number.

17. Returns

This Shipping & Delivery Policy covers the dispatch and delivery of orders.

For information about returning a product, including change-of-mind returns, faulty products and hygiene-sensitive medical products, please see our Returns & Refund Policy.

Contact Us

If you have any questions about shipping or need an urgent or upgraded delivery service, please contact us:

CPAPstudio – AA Sales Ltd
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 about an existing shipment.

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

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.

The specific warranty period applicable to a product will normally be stated on the individual product page within the product description.

Where a specific warranty period is stated on the product page, that warranty period will apply to that product.

Where no specific warranty period is stated on the product page, the following general CPAPstudio warranty periods will apply:

Important

The warranty periods shown in the table above are our general warranty periods and apply only where a different warranty period has not been specified on the individual product page.

If the product page states a different warranty period — whether shorter or longer — the warranty stated on the product page will apply, subject to your statutory consumer rights.

For example, if a particular CPAP machine is advertised with a 3-year warranty, that 3-year warranty will apply instead of the general 2-year period shown above.

Similarly, certain accessories, batteries or specialist products may have different warranty periods. Where this is the case, the applicable warranty will be clearly stated on the relevant product page.

Please check the warranty information in the product description before purchasing. If no specific warranty is shown, the general warranty periods in the table above will apply.

All warranty cover is provided in addition to your statutory consumer rights and does not exclude, restrict or replace those rights.