Terms and Conditions

We undertake to supply Sleep Comfort Accessories for Sleep Apnoea and other related sleep conditions, as well as offering free friendly support and advice.

We can be contacted via email, telephone, text, post or local people can call into our shop/support centre in Hull:-

Email: support@hope2sleep.co.uk
Helpline: 0300-102-9711
Office: 01482-374181
Mobile: 07862-000930

Hope2Sleep Charity
85 Ings Road
HULL
East Yorkshire
HU8 0SD
United Kingdom

Opening Hours 9.30am - 5.00pm Monday to Friday (or out of hours by mutual convenient appointment time).

CANCELLATION RIGHTS

You have the right to return your goods within 14 working days of receipt without the need to give a reason, if the goods are in their original sealed and unused condition they were sent to you in.

Masks, CPAP machines and and most other products are exempt from a refund or exchange due to health and hygiene issues, and in particular 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.

Returned goods should be sent to:-

Returns
Hope2Sleep Charity
85 Ings Road
HULL
East Yorkshire
HU8 0SD
United Kingdom

Where appropriate, a refund will be issued upon receipt of the returned goods, less the cost of the original postage charges to you.

VAT RELIEF

Most of the products we sell are eligible for Zero Rated VAT in the UK, and in order to qualify, you should meet the criteria for the following HMRC VAT Declaration:-

You or the person you are purchasing on behalf of have "a condition that the medical profession treats as a chronic sickness, that is a long term health condition" (sleep apnoea and sleep disordered breathing, which require therapy, are such conditions).
"The goods or services are for the personal or domestic use of the customer."

Please note, you do not need to be registered as disabled or in receipt of any other benefits in order to be eligible for VAT relief - you only need to meet the criteria of the above 2 points.

We cannot advise on individual cases, but more information can be found on HMRC’s website under notice 701/7 on the following link:-
https://www.gov.uk/government/publications/vat-notice-7017-vat-reliefs-for-disabled-people.

The products on our website are advertised exclusive of VAT, bearing in mind most goods are eligible for VAT relief. The few products that are not exempt will display VAT in the shopping basket before purchase.

For most products which are eligible for zero rated VAT, in order to have no VAT charged on your purchase you need to ensure the 'zero rate eligibility' box is ticked and confirm your name, and state your address is 'as per order.' If the products are being sent to an alternative address, please make sure you state your registered address, as evidence for HMRC.

You can claim VAT relief if you are purchasing on behalf of someone else, but please ensure you state the person's name who the purchase is for and their registered address.

Customers living outside of the UK do not have to pay UK VAT charges, so please leave the 'zero rate eligibility' box ticked. However, unfortunately we cannot be responsible for any tax related charges you may receive in your stated country of delivery.

You cannot claim VAT relief if you are purchasing goods to re-sell. For customers who need to pay the VAT you must untick the 'zero rate eligibility' box.

SHIPPING INFORMATION

We aim to process your order within 24 hours (excluding weekends and public holidays). We try to keep the stock levels accurate on our website which can be difficult when we have customers purchasing from our high street shop, so there are occasions when products are not in stock with either us or our suppliers. When such situations arise we endeavour to give a realistic delivery date of any outstanding item with an option to cancel and fully refund you. We do not hold up orders of multiple items if a product is not in stock, and we do not charge further postage costs when we need out of stock items at a later date. If a product is out of stock with us and it's possible for us to arrange stock from elsewhere, we will share only the limited personal details about you in order for the goods to be sent direct (as per our Privacy Policy).

Shipping costs are determined as per the weight of the items, and more expensive items are sent via tracked postal service. All international post is shipped via tracked airmail.
For people living near the HU8 OSD postcode area, there is the option for click and collect with no postage charge. Orders can be collected during office hours of 9.30am - 5.00pm Monday to Friday, or by appointment.
Masks and expensive items will always be sent via recorded delivery and will need signing for.
You can place products in your shopping basket to find out the total cost of shipping, then if you are not happy with the price you can simply take the products out of the basket.
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.

VERY IMPORTANT FOR INTERNATIONAL ORDERS - We cannot be held responsible for any additional costs which may be incurred when the product(s) reach(es) your own country as these charges, such as customs fees and import tax on delivery, 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.
To keep postage prices down and in our efforts to care for our environment, we try to recycle packaging boxes wherever possible.

Should you ever be dissatisfied with the service we provide please e-mail support@hope2sleep.co.uk or telephone us on 0300-102-9711. We will try to resolve any complaint within 5 working days or sooner if possible.

Whilst every care has been taken in compiling our online shop Hope2Sleep cannot accept any liability for any human or manufacturer inaccuracies.

PRESCRIPTION ITEMS

CPAP Machines are a prescription item and we cannot release them until we have a copy of your diagnosis, a prescription or signed permission from your sleep clinic.

If you do have the relevant information already, you can email it to us at sales@hope2sleep.co.uk or send it via post to the address on our 'contact us' page

If you do not have an existing prescription or proof of diagnosis we have a downloadable form on the link below for authorisation from your sleep clinic.. Please fill in your name and address on the form which can then be taken to, sent to or emailed to your clinic, as without approval we cannot release any CPAP machines.

As soon as we have this permission you can purchase a CPAP machine, or we will send your machine if you have already placed your order. Please email the completed form back to us as soon as possible after placing an order to sales@hope2sleep.co.uk so that we can arrange delivery to you.

Please note that if your clinic have instructed us to change any settings on the machine, this will be done by us prior to sending the CPAP out to you. Otherwise, all machines will be set up with the default features and ready for remote-monitoring your therapy if the appropriate signed consent forms have been sent to us.

Click here to download CPAP Approval Form

CPAP Masks are NOT a prescription item so no approval is needed.