Returns & Exchanges

CPAPSavers.co.uk – Returns & Refunds Policy
At CPAPSavers, your confidence matters. This policy explains when items can be returned, how refunds are handled, and what to expect if something goes wrong with your order.

1. Change-of-Mind Returns

Unused and unopened products may be returned within 30 days of delivery.
Items must be sealed, unused, and in a condition suitable for resale.
Original delivery charges are non-refundable.
Return postage is the responsibility of the customer.
We recommend using a tracked service and keeping proof of postage.
Once received and inspected, refunds are processed within 10 working days.
Returns requested after 30 days cannot be accepted unless the item is faulty and covered under warranty.

2. Faulty, Damaged, or Incorrect Orders

If there is an issue with your order, please contact us within 7 days of delivery.
This includes:
Items damaged during transit
Products received in error
Manufacturing faults
In these cases:
We will arrange a replacement or a full refund
Return postage will be covered by CPAPSavers
Original delivery charges will also be refunded where applicable
If a fault develops after 30 days, the product may still be covered under the manufacturer’s warranty. We will assist you with the warranty process wherever possible.

3. Hygiene & Medical Safety Restrictions

Due to health and safety regulations, certain products cannot be returned once opened, unless they are confirmed faulty.
This includes (but is not limited to):
CPAP masks and mask cushions
Tubing, hoses, and filters
Humidifier chambers
Nasal or oral interface components
These restrictions are in line with UK consumer hygiene exemptions.

4. Optional Mask Fit Cover

Finding the right mask fit can take time. For selected masks, an optional Mask Fit Cover may be available at checkout.
Key points:
The option will only appear on eligible products
It must be added at the time of purchase
It cannot be applied retrospectively
What it includes:
A 28-day trial period for fit and comfort
If unsuitable, the mask may be returned within the trial window
The mask price is refunded; the fit cover fee is non-refundable
Costs:
Nasal masks: £14.99
Full-face masks: £19.99
UK returns under this cover include prepaid return labels. International customers are responsible for return postage.

5. How to Arrange a Return

Email support@cpapsavers.co.uk with your order number and reason for return
We will confirm eligibility and provide return instructions
Items must be returned with all original packaging, accessories, and manuals
Refunds are issued to the original payment method once inspection is complete

6. Items That Cannot Be Returned

The following are non-returnable unless faulty:
Prescription-only medical devices once opened or used (e.g. CPAP machines)
Clearance or final-sale items
Opened consumables such as filters or straps
Ex-display or refurbished products marked as final sale

7. International Returns

Returns from outside the UK are accepted where eligible
Return shipping costs are the customer’s responsibility unless the item is faulty
Import duties, taxes, and customs charges are non-refundable

8. Quick Reference Guide

Situation	Refund Eligibility	Return Shipping	Notes
Unopened item (within 30 days)	Full refund (minus original shipping, if any)	Customer pays + must keep proof of postage	Must be sealed & resalable
Faulty / damaged / incorrect item	Full refund or replacement	CPAPStudio pays	Must notify within 7 days
Opened mask (no insurance)	Not returnable	NA	Hygiene law applies
Opened mask (with insurance)	Refund (mask only, insurance non-refundable)	CPAPStudio pays (UK)	Must return within 28 days; insurance must be purchased at checkout