1. Choose the right return route

We want you to understand the options if an order is unsuitable or something is wrong. Contact our support team before sending an item back. This policy distinguishes voluntary change-of-mind returns from defective, damaged, incorrect or misdescribed goods. It does not limit your statutory rights.

2. Eligible unused products

For products not excluded below, a change-of-mind return request may be made within 30 days after delivery. Approval is subject to inspection and the applicable conditions disclosed before purchase. Products must be unused, complete, unregistered for warranty and in their original packaging, with applicable seals intact.

This is not a trial or satisfaction-guarantee scheme. A preference change, incorrect size selected by the customer or lack of a desired clinical result does not make an otherwise correctly supplied product defective.

3. Non-returnable hygiene products

Masks, mask cushions and headgear are non-returnable and non-exchangeable for change of mind, including where they remain unopened or unused. These are personal-use hygiene products. Please confirm the model, size and compatibility before ordering; our support team can help you check product details.

This restriction does not exclude claims for a defective, damaged, incorrect or misdescribed product. Such claims are assessed separately, with the remedy determined by the facts and applicable law.

4. Machines once used

Machines once used cannot be returned or exchanged for change of mind. This includes requests because the customer no longer needs the machine, prefers a different model or finds the prescribed therapy unsuitable. Please check your clinician’s requirements and the supplied configuration before use.

We may consider exceptional requests case by case. Any voluntary exception requires our written approval and agreed conditions; it does not create an entitlement to a return or set a precedent for other orders. Case-by-case discretion does not apply to whether statutory rights exist.

A suspected fault will be assessed through troubleshooting and, where appropriate, inspection by the manufacturer or an authorised service provider. Use alone does not remove an otherwise valid defect or warranty claim. Repair, replacement or refund will depend on the applicable warranty, findings and legal requirements.

5. Defective, damaged or incorrect goods

If an item arrives damaged, is incorrect, appears defective or does not match its description, contact our support team promptly. Include your order number, the model or serial number where available and a description of the issue. Photos may help us assess visible damage; we will discuss suitable alternatives if you cannot provide them.

We will investigate and explain the applicable repair, replacement, refund or other remedy in line with the circumstances and your legal rights. Where the return is due to our error or a defective product, we will arrange or reimburse reasonable agreed return shipping.

An unboxing video is not stated as a mandatory condition for a claim. Sale pricing does not remove statutory remedies.

6. How to request a return

1. Email [email protected] with your order number, item and reason for return.
2. Our support team will explain eligibility, any required assessment and the return instructions.
3. Pack the authorised item securely with the agreed accessories and proof of purchase. Use the return address we provide.
4. Retain the courier receipt and tracking details until the return is resolved.

Please do not send goods directly to the manufacturer unless our support team or the authorised service provider specifically instructs you to do so.

7. Return approval and verification

Please obtain written return instructions before dispatching any item. Courier pickup or receipt at our premises is not final approval of a refund. We may verify the serial number, supplied accessories, seals, condition and relevant machine usage records against the order.

A change-of-mind return may be declined where the item is used, substituted, incomplete, damaged after delivery, tampered with or otherwise ineligible under this policy. We will explain the reason and agree the next steps. These inspection conditions do not justify rejecting a genuine claim merely because the reported fault required the product to be opened or used.

8. Inspection and refunds

We will notify you when the returned item has been received and explain the outcome after inspection. If a refund is approved, we will initiate it to the original payment method within five days. Your bank or payment provider may take additional time to show the credit.

If a refund is delayed, contact our support team with your order number. We can help check the status and provide the available payment reference.

9. Shipping costs and deductions

For an eligible change-of-mind return, the customer is responsible for the return shipping cost unless otherwise agreed. We will explain any proposed lawful deduction and its basis before the return proceeds.

Where an item is returned incomplete or damaged for reasons not attributable to us, any proposed deduction will be itemised and explained. Deductions must not override applicable consumer remedies.

10. Exchanges, warranty and rentals

Masks, cushions and headgear are not eligible for voluntary size or model exchanges. Used machines are also excluded from change-of-mind exchanges. For other eligible unused items, contact our support team; any exchange is subject to written approval, stock and an agreed price difference.

A fault arising after the voluntary return window may still be covered by a commercial warranty or statutory rights. Contact us with the order and serial number for the applicable service route.

Rental returns, early termination and deposits are governed by the agreed rental schedule, rather than the purchase return window.

11. Contact and escalation

Contact Sumit, Grievance Officer, at [email protected]. For assistance, call 8800 537 507. Include your order number and a description of the issue.

Consumer complaints will be acknowledged within 48 hours and redressed within one month of receipt, in accordance with applicable requirements. Nothing in this policy prevents you from using applicable consumer remedies.