Refund policy
We want you to end up with a mask that fits. If something isn't right, this policy explains what you can return, when, and how. Nothing here affects your legal rights.
Your right to cancel
You may cancel your order at any time from the moment you place it until 30 days after you receive it. This is longer than the 14 days you are entitled to under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — the extra time is offered voluntarily, and the conditions below apply to it.
To cancel, email customerserviceuk@sefam-medical.com with your order number. A clear statement that you are cancelling is enough; you do not have to give a reason. We will confirm the return address and any instructions you need.
Products sealed for hygiene reasons
Please read this before you open your mask. CPAP masks, cushions and nasal pillows are supplied sealed for health protection and hygiene reasons. Once such a product has been unsealed after delivery, it cannot be returned or refunded unless it is faulty, damaged or not what you ordered.
This is permitted under regulation 28(3)(b) of the 2013 Regulations. It means that if you are unsure about sizing, you should check our size guides or contact us before opening the packaging. If the seal is intact, you can return the product under the 30-day window above.
Condition of returns
Returned items must be unused, with their seal intact, and in their original packaging with any accessories included. You have a duty to take reasonable care of goods while they are in your possession. We may reduce your refund to reflect any loss in value caused by handling beyond what would be reasonable in a shop.
Return postage
- Changed your mind: you are responsible for the cost of return postage. We recommend a tracked service — until we receive the item, it remains your responsibility.
- Faulty, damaged or incorrect items: we cover the cost of return postage.
Refunds
We will process your refund within 14 days of receiving the returned item, or of receiving proof that you have sent it back, whichever is earlier. Refunds are made to the original payment method.
Where you cancel within the statutory 14-day period, your refund will include the standard delivery charge you paid on the original order. For cancellations made after that period but within our extended 30-day window, we refund the price of the goods but not the original delivery charge.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, or is not what you ordered, email customerserviceuk@sefam-medical.com with your order number and, where possible, a photograph of the problem. We will arrange a replacement or a full refund, including postage both ways.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject them within 30 days of delivery for a full refund, and rights to repair or replacement after that. This applies to unsealed products as well.
How to contact us
Email customerserviceuk@sefam-medical.com, Monday to Friday, 9am to 5pm. Please do not send anything back before contacting us — we will confirm the correct return address first.