Refund policy

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At CPAP Savers, we're committed to making your shopping experience simple, secure, and worry-free. If there's ever an issue with your order, our friendly UK support team is here to help.

Returns at a Glance

Situation What Happens?
✅ Unused & unopened item 30-day hassle-free returns
✅ Faulty or damaged item Free replacement or full refund
✅ Wrong item received We'll fix it at no cost to you
✅ Tracked support We're here every step of the way

Buy with confidence: If we've made a mistake or your item arrives damaged or faulty, we'll make it right with a replacement or full refund.

Last updated: 14 July 2026

1. Change-of-Mind Returns

If you've changed your mind, you may return eligible items within 30 days of delivery.

To qualify for a refund:

  • The item must be unused, unopened, and in its original sealed packaging.
  • Products must be in a condition suitable for resale.
  • Original delivery charges are non-refundable.
  • Return postage is the customer's responsibility.
  • We recommend using a tracked delivery service and keeping proof of postage.
  • Once your return has been received and inspected, refunds are processed within 10 working days to your original payment method.

Returns requested after 30 days cannot be accepted unless the item is faulty and covered by the manufacturer's warranty.

2. Faulty, Damaged or Incorrect Orders

If something isn't right with your order, please contact us within 7 days of delivery.

This includes:

  • Items damaged during transit
  • Incorrect products received
  • Manufacturing defects

In these situations, we'll arrange either:

  • A free replacement, or
  • A full refund

We'll also cover reasonable return postage costs, and where applicable, refund the original delivery charges.

If a fault develops after 30 days, your product may still be covered by the manufacturer's warranty. We'll gladly assist you with the warranty process wherever possible.

3. Hygiene & Medical Safety

For the safety of all customers, certain medical products cannot be returned once opened unless they are confirmed to be faulty.

This includes (but is not limited to):

  • CPAP masks
  • Mask cushions
  • Tubing and hoses
  • Filters
  • Humidifier chambers
  • Nasal or oral interface components

These restrictions comply with UK consumer hygiene regulations.

4. How to Arrange a Return

To request a return:

  1. Email contact@cpapsavers.com with your order number and reason for return.
  2. We'll confirm whether your return is eligible.
  3. We'll provide return instructions.
  4. Return the item with all original packaging, accessories, and manuals.
  5. Once inspected, your refund will be issued to your original payment method.

5. Items That Cannot Be Returned

Unless faulty, the following items cannot be returned:

  • Opened or used prescription medical devices (including CPAP machines)
  • Opened CPAP masks and hygiene-sensitive products
  • Opened consumables such as filters or straps
  • Clearance or final-sale items
  • Ex-display or refurbished products sold as final sale

6. International Returns

Eligible international returns are accepted.

Please note:

  • Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.
  • Import duties, customs fees, and taxes are non-refundable.
  • Refunds are processed once the returned goods have been received and inspected.

7. Returns & Refund Summary

Situation Return Accepted? Refund / Replacement Conditions
Unused & unopened item ✅ Yes ✅ Full refund Within 30 days in original sealed packaging
Opened but unused item ⚠️ Case by case ⚠️ Partial refund or store credit Subject to hygiene inspection
Used mask, tubing or hygiene products ❌ No ❌ Not eligible UK hygiene regulations apply
Faulty or defective product ✅ Yes ✅ Full refund or replacement Report within 7 days where possible
Wrong item received ✅ Yes ✅ Full refund or replacement We cover return shipping
Damaged during delivery ✅ Yes ✅ Full refund or replacement Contact us promptly with photos if possible
Change of mind ✅ Yes ✅ Refund Item must remain unopened and unused

8. Contact Us

If you need help with a return or refund, our support team is happy to help.

📧 contact@cpapsavers.com

🕘 Monday to Friday, 9:00 AM – 5:00 PM (UK time)