Returns & Refunds Policy

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S-Med Returns & Refunds Policy

At S-Med, we want you to be completely satisfied with your sleep and respiratory equipment. We understand that choosing the right equipment is highly personal. This policy outlines your legal rights regarding returns and refunds when purchasing from our online store, in full compliance with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Right to Cancel and Timeframes (Change of Mind)

When buying online, you have a statutory right to change your mind and cancel your order without giving any reason.

Notification Period: You have 14 calendar days from the day you (or a third party specified by you) physically receive your goods to notify us that you wish to cancel your order.
Return Period: Once you have notified us of your intent to cancel, you have an additional 14 calendar days from that notification date to safely return the items to us.

2. Condition Requirements and Hygiene Exceptions

To receive a full refund for a change-of-mind return, items must be returned in a pristine, resalable condition, unused, and in their original, undamaged packaging.

Crucial Notice Regarding Hygiene and Health Protection:

In accordance with the UK Consumer Contracts Regulations 2013, the right to cancel does not apply to sealed goods that are unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.

Because we supply specialized medical equipment, this exception applies directly to CPAP masks, tubing, humidifiers, filters, cushions, nasal pillows, and any accessories that come into contact with the airway.

Once the hygienic seal or packaging on these specific medical items has been broken or opened, they cannot be returned or refunded for a change of mind under any circumstances. They can only be returned if they are determined to be inherently faulty.

For non-hygienic items (such as unopened CPAP machines or external power banks), you are permitted to inspect them as you would in a physical shop. However, if the items show signs of use or handling beyond what is necessary to establish their nature and characteristics, we reserve the right to deduct an appropriate amount from your refund up to the full value of the item.

3. How to Initiate a Return

To return an item, you must explicitly inform us of your decision before your 14-day cancellation window closes. Please follow these steps:

Contact our Customer Care Team by emailing support@s-med.co.uk or calling 01216550092 to state that you wish to cancel or return your order.
Provide your full name, order number, and the specific items you wish to return.
Our team will provide you with a unique Return Authorization Number and the correct return delivery address.
Package the items securely to prevent damage during transit, clearly marking your Return Authorization Number on the outside of the shipping box (not the product packaging).

4. Return Postage Costs

Change of Mind: You are responsible for paying the direct cost of returning the goods to us. We highly recommend using a tracked, insured delivery service, as s-med cannot accept liability for items that are lost or damaged on their way back to us.
Faulty or Incorrect Items: If you are returning an item because it is faulty, damaged upon arrival, or incorrectly sent by us, s-med will cover all return shipping costs. We will either provide a prepaid shipping label or fully reimburse your reasonable postage costs upon proof of receipt.

5. Refund Method and Timing

Refund Window: We will process your refund within 14 calendar days of the date we receive the returned goods back at our warehouse, or 14 days from the date you provide clear, verifiable proof that you have sent the goods back (e.g., a tracked postage receipt).
Refund Method: All refunds will be issued automatically to the original payment method used to make the purchase.
Delivery Charge Refunds: If you cancel your entire order within the 14-day cooling-off window, we will also refund the cost of standard delivery. If you chose an express or premium delivery option at checkout, we are only legally required to refund the value of our standard delivery option.

6. Faulty, Damaged, or Incorrect Goods

If your respiratory equipment arrives damaged or develops a mechanical fault, your rights are protected under the UK Consumer Rights Act 2015.

Within 30 Days of Delivery: If your equipment is faulty, you have the right to reject it and receive an immediate, full refund, or request a free repair or replacement.
Between 30 Days and 6 Months: If a fault develops after the first 30 days, you are entitled to a free repair or replacement. If we are unable to successfully repair or replace the item, you are then entitled to a full or partial refund.

Please do not attempt to repair medical equipment yourself, as this will void your warranty and your right to a refund under consumer law.

Under UK VAT law (HMRC VAT Notice 701/7), eligible sleep and respiratory equipment—including CPAP machines and accessories—supplied by S-MED may qualify for a 0% VAT rate.

While individuals with chronic conditions are legally entitled to this relief, HMRC requires us to hold an official declaration confirming eligibility before zero-rating an order. You do not need to provide or submit physical documentation—simply checking the "I declare to be eligible for VAT relief" box on the cart page acts as your formal, legally binding electronic declaration.

Criteria for Eligibility

To legally claim zero-rated VAT, your purchase must meet all three of the following HMRC requirements:

Recipient Status: The recipient of the goods is chronically sick or disabled (e.g., diagnosed with Obstructive Sleep Apnoea or another long-term medical condition).
Qualifying Goods: The items being purchased are eligible for VAT relief under HMRC guidelines.
Intended Use: The goods are bought strictly for personal or domestic use by the eligible individual.

How to Claim Your VAT Relief

Cart Page Checkbox: Simply tick the box labeled "I declare to be eligible for VAT relief" on the cart page. This acts as your electronic declaration confirming you meet all three HMRC criteria listed above.
Automatic Price Adjustment: Ticking the box immediately removes the 20% UK VAT from eligible items in your cart.
Unticking the Box: If you uncheck the box, standard 20% UK VAT will automatically be added back to your order total.
Unsure? If you have any doubts about whether your medical condition or order qualifies, please contact our support team before placing your order—we are always happy to help.

Important Exceptions

Businesses & Corporate Entities: Companies, healthcare providers, and commercial entities do not qualify for personal VAT relief and must pay standard VAT.
International Orders: VAT relief applies strictly to UK residents. Orders shipped outside the UK are processed without UK VAT automatically, though you may be liable for local import duties or taxes upon delivery.

Customer & Supplier Declarations

By ticking the "I declare to be eligible for VAT relief" box on the cart page and completing your purchase, you are electronically signing the following declaration:

Customer Declaration

"I (identified by my registered account name, billing address, and delivery address) declare that the recipient of these goods is chronically sick or disabled (e.g., diagnosed with Obstructive Sleep Apnoea or another qualifying condition) and that the items detailed in this order are bought strictly for their personal or domestic use.

By checking the VAT relief box on the cart page and completing this purchase, I acknowledge that I am electronically signing this declaration under HMRC VAT Notice 701/7. I confirm that the information I have provided is true and accurate. I acknowledge that making a false declaration may constitute an offence and that I am solely responsible for the accuracy of my declaration."

Supplier Declaration (S-MED)

S-MED supplies qualifying products under zero-rated VAT on the condition that the customer completes the electronic declaration on the cart page confirming the recipient is a chronically sick or disabled person utilizing the goods strictly for personal or domestic use in accordance with HMRC guidelines.

For full details on eligibility, please consult Notice 701/7: VAT reliefs for disabled and older people on the official GOV.UK website.

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