Frequently Asked Questions
Q1.How long does delivery take?
We aim to dispatch all orders within 1 working day. All orders are dispatched from
our UK warehouse and are typically delivered within 1–2 working days.
Q2.Do you offer free shipping?
Yes, we offer free delivery on all orders across the UK.
Q3.Do you ship internationally?
Yes, we ship internationally. Shipping charges are calculated at checkout, and customers are responsible for any customs clearance and applicable duties or taxes.
Q4.How can I track my order?
Once your order is dispatched, you will receive a tracking link via email or SMS.
You can also track your order in real time using the Shop app.
Q5.What if my order is delayed or lost?
If your order hasn’t arrived within the expected time, please contact us and we’ll
resolve it quickly.
Q1.What payment methods do you accept?
We accept all major debit/credit cards, PayPal, and secure online payment options available at checkout.
Q2.Can I change or cancel my order?
Yes, you can request changes or cancellations before dispatch. Please contact us as soon as possible.
Q3.Is my payment information secure?
Absolutely. All transactions are encrypted and processed securely.
Q4.Will I receive an order confirmation?
Yes, you’ll receive an email confirmation immediately after placing your order.
Q5.Do you offer bulk or trade discounts?
Yes, for bulk orders or business enquiries, please contact us directly.
Q1.What is your return policy?
We offer a 30-day return policy as customer satisfaction is important to us. Due to hygiene reasons, only unused and unopened items in their original packaging can be returned. If you have any concerns, please contact us and we will do everything possible to resolve the issue.
Q2.Can I return a used CPAP mask?
For hygiene reasons, used masks and accessories cannot be returned unless faulty.
Q3.How do I request a return?
Simply contact our support team with your order details, and we’ll guide you through the return process. Please do not send any items back to our warehouse without contacting customer care first, as this may
result in delays or the item being lost, which can delay your refund.
Q4.When will I receive my refund?
Refunds are processed within 3–5 working days after we receive and inspect the returned item.
Q5.Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item is faulty or
incorrect.
Q1.Do your products come with a warranty?
Yes, most products include a manufacturer’s warranty. Warranty duration varies by product.
Q2.How do I know which mask is right for me?
We recommend consulting your healthcare provider. You can also contact us for
guidance.
Q3.Are CPAP masks covered by prescription?
Some items may require medical guidance. Please check with your doctor if unsure.
Q5.What should I do if my product is faulty?
Contact us immediately, and we’ll arrange a replacement or refund as per warranty terms.
Q1.How can I contact customer support?
You can reach us via email, WhatsApp, or live chat during business hours. We aim to
respond to all messages within 30 minutes during working hours, and within 12 hours outside business hours.
Q2.What are your support hours?
Our team is available Monday to Saturday, 9 AM – 6 PM (UK time).
Q1.What is VAT relief on CPAP products?
Certain CPAP products qualify for VAT exemption if you have a chronic medical condition such as sleep apnoea.
Q2.Who is eligible for VAT relief?
Customers purchasing for personal use due to a qualifying medical condition may be eligible.
Q3.How do I claim VAT relief?
You can claim VAT relief by completing a declaration at checkout.
Q4.Do I need to provide proof?
You don’t usually need to provide medical proof, but you must truthfully declare
eligibility.
Q5.What happens if I incorrectly claim VAT relief?
Incorrect claims may result in HMRC requiring repayment of VAT.
Q1.How long does delivery take?
We aim to dispatch all orders within 1 working day. All orders are dispatched from
our UK warehouse and are typically delivered within 1–2 working days.
Q2.Do you offer free shipping?
Yes, we offer free delivery on all orders across the UK.
Q3.Do you ship internationally?
Yes, we ship internationally. Shipping charges are calculated at checkout, and customers are responsible for any customs clearance and applicable duties or taxes.
Q4.How can I track my order?
Once your order is dispatched, you will receive a tracking link via email or SMS.
You can also track your order in real time using the Shop app.
Q5.What if my order is delayed or lost?
If your order hasn’t arrived within the expected time, please contact us and we’ll
resolve it quickly.
Q1.What payment methods do you accept?
We accept all major debit/credit cards, PayPal, and secure online payment options available at checkout.
Q2.Can I change or cancel my order?
Yes, you can request changes or cancellations before dispatch. Please contact us as soon as possible.
Q3.Is my payment information secure?
Absolutely. All transactions are encrypted and processed securely.
Q4.Will I receive an order confirmation?
Yes, you’ll receive an email confirmation immediately after placing your order.
Q5.Do you offer bulk or trade discounts?
Yes, for bulk orders or business enquiries, please contact us directly.
Q1.What is your return policy?
We offer a 30-day return policy as customer satisfaction is important to us. Due to hygiene reasons, only unused and unopened items in their original packaging can be returned. If you have any concerns, please contact us and we will do everything possible to resolve the issue.
Q2.Can I return a used CPAP mask?
For hygiene reasons, used masks and accessories cannot be returned unless faulty.
Q3.How do I request a return?
Simply contact our support team with your order details, and we’ll guide you through the return process. Please do not send any items back to our warehouse without contacting customer care first, as this may
result in delays or the item being lost, which can delay your refund.
Q4.When will I receive my refund?
Refunds are processed within 3–5 working days after we receive and inspect the returned item.
Q5.Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item is faulty or
incorrect.
Q1.Do your products come with a warranty?
Yes, most products include a manufacturer’s warranty. Warranty duration varies by product.
Q2.How do I know which mask is right for me?
We recommend consulting your healthcare provider. You can also contact us for
guidance.
Q3.Are CPAP masks covered by prescription?
Some items may require medical guidance. Please check with your doctor if unsure.
Q5.What should I do if my product is faulty?
Contact us immediately, and we’ll arrange a replacement or refund as per warranty terms.
Q1.How can I contact customer support?
You can reach us via email, WhatsApp, or live chat during business hours. We aim to
respond to all messages within 30 minutes during working hours, and within 12 hours outside business hours.
Q2.What are your support hours?
Our team is available Monday to Saturday, 9 AM – 6 PM (UK time).
Q1.What is VAT relief on CPAP products?
Certain CPAP products qualify for VAT exemption if you have a chronic medical condition such as sleep apnoea.
Q2.Who is eligible for VAT relief?
Customers purchasing for personal use due to a qualifying medical condition may be eligible.
Q3.How do I claim VAT relief?
You can claim VAT relief by completing a declaration at checkout.
Q4.Do I need to provide proof?
You don’t usually need to provide medical proof, but you must truthfully declare
eligibility.
Q5.What happens if I incorrectly claim VAT relief?
Incorrect claims may result in HMRC requiring repayment of VAT.
