Returns and Refund Policy

  • Cancellations & Refunds: At Apnea Care, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).If you have questions, please send an email to support@apneacare.co.uk or call us at (0203) 916 6143

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 0203 916 6143, the chat in the bottom right, or email support@apneacare.co.uk any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order.

These units are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made to order products.

Under the framework of the Consumer Rights Act 2015 (CRA). It clearly defines your rights as customers, exceptions, and the procedures for requesting returns. 

PLEASE READ CAREFULLY BEFORE PURCHASE.

 

  • General Rights: UK eCommerce orders are protected under the CRA, which ensures the minimum standards for consumer purchases, including the "right to cancel" (return items) for most goods within 14 days.
  • Exceptions to Right to Cancel: Certain products are exempt, particularly those sealed for health and hygiene reasons (e.g., CPAP machines, masks, filters, etc.). Once opened, these cannot be returned unless faulty.
  • Unopened Goods: Customers retain the right to cancel and return unopened products within 14 days from receiving them.
  • Notification: Customers must notify Apnea Care in writing (via email or post) within the 14-day window if they wish to return an unopened product which does not classify as a custom made orders.
  • Return Period: Once cancellation is accepted, the item must be returned within 14 days. Returns outside this period may be declined.
  • Condition of Return: Items must be in resalable condition with all packaging and accessories. Returns not in this condition may incur a 50% refund reduction.

Exemptions and Exceptions

  • Hygiene-Related Exemptions: Medical products, such as CPAP devices, masks, and filters, are typically sealed for hygiene reasons, meaning they cannot be returned once opened.
  • Services: Services (like Sleep Test services) are not covered under the CRA. A full refund is available for cancellations before the service starts. After the service has begun, any refund is subject to deductions for costs incurred.

Return Process and Costs

  • Postage Costs: Customers are responsible for the return postage costs unless the product is faulty or incorrect.
  • Damaged or Incorrect Products: If the item is damaged or incorrect, Apnea Care covers the return postage and will discuss the next steps.
  • Delivery Charges: The delivery charge (if paid for premium delivery) is non-refundable for UK orders, but international customers will receive a full refund of delivery costs if all items are returned.

Faulty Products

  • Warranty: Products that are faulty or damaged are covered under warranty and can be returned for a replacement or refund.
  • Refund Policy: Returns due to faults will not be subject to the resalable condition rule.

Return Documentation

Customers must initiate the return process via email (support@apneacare.co.uk) or by replying to an order confirmation email.

 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Customers have 30 days from the date they received the item to initiate a return, however, please check the specific return policy for the brand of product you are purchasing as the brand specific return policy on the product page overrides this general return policy of 30 days.

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Apnea Care’s control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are purchasing with Apnea Care, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage, and provide it to Apnea Care within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, I cannot receive a full refund. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product but are usually around 20%. 
  • I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Apnea Care
  • I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Apnea Care (such as manufacturing and logistical constraints of our partner companies).

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@apneacare.co.uk and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours. 


Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Apnea Care default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page. 

Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have a varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@apneacare.co.uk

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact support@apneacare.co.uk for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.