Frequently asked questions

We process and dispatch most orders placed before 1:00 PM on the same working day. For customers within the UK mainland, we offer standard delivery (typically 2 to 3 working days) and an expedited next-day delivery service at checkout. Exact shipping fees are calculated in your shopping basket based on the size and weight of your selected items.

Because our warehouse team works quickly to pack and ship orders to maintain fast delivery times, we can only modify or cancel an order if you contact us immediately after placement. Please call our UK customer service team directly. If your parcel has already been collected by our courier, you will need to follow our standard returns process once it arrives.

Absolutely. All CPAP, APAP, and BiPAP masks across our brands—including ResMed, Löwenstein, Sefam, and Yuwell—utilize a standardized 22mm international connection. This means any full-face or nasal mask you buy from our store will connect perfectly to your existing therapeutic air hose, regardless of which brand of machine sits on your bedside table.

Depending on the specific device you own, data tracking is incredibly straightforward. Premium models like the Philips DreamStation 2 and Löwenstein prismaSMART Max feature built-in cellular modems or Bluetooth connectivity to automatically sync your sleep data to patient apps and cloud systems. Alternatively, devices like the Sefam Néa or Yuwell Y-680B record data onto an SD memory card, which you can easily remove and bring directly to your NHS or private clinic appointment.

If you have any doubt, please contact us and we'll be more than happy to help you. Contact Us

A Fixed Pressure machine (such as the DreamStation 2 Fixed) delivers a constant, single air pressure setting all night, which is predetermined by your sleep doctor. An Auto CPAP machine (like the Sefam Néa, Yuwell Y-680B, or prismaSMART Max) uses an intelligent algorithm to scan your airways in real-time. It continuously scales the pressure up or down to counter changing sleep stages, mask leaks, and snoring, often resulting in a much more comfortable breathing experience.

For proper hygiene, you should empty and rinse your water chamber daily using fresh water to prevent stagnant buildup. Wash it thoroughly once a week with a mild dishwashing detergent or a water-and-vinegar solution to eliminate lime scaling. While durable medical polymers (such as the prismaAQUA or S.Box chambers) are top-rack dishwasher-safe, silicone seals can degrade over time; we recommend replacing your chamber every 6 to 12 months to maintain a secure, leakproof fit.

Waking up with a dry mouth, throat, or nose is a clear sign that you need to use or adjust a heated humidifier assembly. If your machine features an integrated humidifier (like the Yuwell Y-680B or DreamStation 2) or a click-in add-on (like the Löwenstein prismaAQUA), try turning up the moisture level via your device's settings menu. If you are experiencing water pooling inside your tube (known as "rainout"), you may want to upgrade to an insulated fabric hose wrap or a dedicated heated breathing tube.

Air filters protect both your lungs and your machine's motor from airborne dust and pollen. Standard coarse black or grey foam filters should be rinsed out every two weeks and replaced every six months. Fine, ultra-fine, or hypoallergenic white filters (such as the E10 fine filters used in Löwenstein devices) cannot be washed; they must be inspected weekly and replaced every 30 days—or sooner if they look discolored or dusty.

In strict compliance with UK Consumer Contracts Regulations and hygiene standards for medical devices, CPAP masks, cushions, and hoses can only be returned for a refund if the manufacturer's protective packaging or factory seal remains completely unopened and untampered with. Once a mask pouch or box has been opened, it can no longer be resold or returned due to cross-contamination risks. If you receive a faulty or damaged item, please contact our support team within 14 days of delivery.

Every single piece of equipment we supply is covered by a valid UK manufacturer's warranty. CPAP, APAP, and BiPAP therapy machines (including models from Philips, Löwenstein, Sefam, and Yuwell) carry a comprehensive 2-year warranty from the date of purchase. Consumable accessories, including individual silicone cushions, fabric headgear, and humidifier water chambers, typically carry a standard 90-day warranty coverage period against manufacturing defects.

S-Med brings over 23 years of proven healthcare excellence straight to your home. We are an established, trusted supplier to private medical clinics and NHS Trusts all over the United Kingdom. When you buy from us, you aren't just getting genuine, medical-grade products from top global manufacturers; you also gain direct access to our dedicated, UK-based customer service team and expert technical support whenever you have a question about your equipment.