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)).
5. Returns Process
- Email support@cpapshop.co.in 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
| 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 | CPAPShop pays | Must notify within 7 days |
| Opened mask | Not returnable | NA | Hygiene law applies |
9. Contact Us
For all returns and refund enquiries, please contact:
📧 support@cpapshop.co.in
🕘 Monday–Friday, 9:00 AM – 6:00 PM (India time)
