ORDERS
Shipping
We try our best to ship all orders received by us Monday-Friday on the same working day if received before 12 noon, and more often than not orders processed before 3pm will be despatched the same day whenever possible. Weekend or UK bank holiday orders are sent out the next working day. An automated email is sent when products have been despatched so please check your spam box and add us to your safe senders list. Also, if you do not receive an email confirmation, please check that you have typed the correct email address in your account.
All orders are sent via 1st class mail within the UK. Masks and some other more expensive products are always sent via 'signed for' insured delivery and cannot be left in 'safe' places, but there is the option for an alternative shipping address when processing the orders.
Delivery charges are worked out automatically by weight and you can clearly see the delivery charges before making a payment. On the rare occasion delivery charges are miscalculated by the website, a refund will be sent, as it is not our policy to make money on postage charges and neither do we add the cost of delivery into the price and offer so-called 'free delivery' like some sites and Ebay pressurise sellers to do!
Wherever possible with larger parcels, we try to re-use boxes to keep shipping costs down and protect the environment.
If a product is out of stock and the order contains multiple items, the 'in stock' items will be sent immediately and further items will follow upon arrival with no further postage charges incurred.
Important for International Orders
We can ship most products internationally, but all prices are in UK British Pounds and if paying by debit or credit card the bank will automatically convert to the current conversation rate. Likewise, if you choose the Paypal option, they will convert into your currency for you as payment is made.
International orders are sent via tracked Airmail, and whilst we're happy to ship internationally, we cannot be held responsible for any delays at Customs at your end, or charges that may be added in your own country, such as customs fees and import tax on delivery, which are determined by your country’s import laws and are beyond our control. Therefore, it is the customer’s responsibility to pay these charges, and certain courier companies will not be able to deliver the goods to you without pre-payment of any charges. From our experience, it appears to be randomised as to which parcels incur extra charges, but please know that all accompanying paperwork is filled in correctly when shipping and there is nothing more we can do, as much as we'd like to.
If you purchase from us out of the UK or you move to another country after purchasing products, please be aware that the warranty for CPAP machines, masks and parts from the manufacturers are under warranty with the manufacturer based in the UK, so you will be responsible for sending the product back to us and will need to pay postage to get the product back to you after exchange or repair, as the manufacturer will not pay for shipping in any country outside of the UK.
RETURNS
Masks, CPAP machines and and most other products are exempt from a refund or exchange unless faulty due to health and hygiene issues - as stated in our 'Terms and Conditions', and in particular due to the risk of cross contamination as they cannot be re-sold. The Consumer Contracts Regulations 28.(3)(a) confirms exemption as follows:- "exemption in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery."
Unopened (sealed) products in their original packing can be returned within 14 days for a refund of the product cost, but the purchaser is to pay the return postage, and we would advise retaining proof of postage. This excludes any faulty goods, for which postage will be reimbursed. A full refund for the price of the product will be issued when received by us, less the original postage charges when the order was sent to you.
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