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Frequently Asked Questions
Quick answers about orders, shipping, returns, warranty and product compatibility for SelfiMed UK medical equipment.
Ordering & Payments
Placing orders, payment methods and amending orders
How do I place an order with SelfiMed?
Add items to your basket and proceed to checkout. Choose your delivery option and complete payment. You will receive an order confirmation and a dispatch email with tracking once shipped.
Phone/WhatsApp: 07802 644820 | Email: info@selfimed.com
Which payment methods do you accept?
We accept major debit and credit cards and bank transfer for larger orders. For pro-forma invoicing, contact us and we will prepare a quotation with payment instructions.
Sales: info@selfimed.com
Can I change or cancel my order after checkout?
If your order has not shipped, contact us immediately and we will try to amend or cancel. Once dispatched, changes are not possible, but you may still be able to return under our returns policy.
Urgent changes: 07802 644820
Do you supply NHS trusts and healthcare organisations?
Yes. SelfiMed UK (Elarix Medical Ltd) regularly supplies NHS trusts, private providers, care homes, sleep clinics, and resellers. Contact us with your organisation details and requirements for a tailored quote.
B2B enquiries: info@selfimed.com
UK Shipping & Delivery
Delivery timelines, carriers and tracking
What is the typical UK delivery timeframe?
Standard delivery is usually 1–3 working days from dispatch. Next-Day delivery is available to most postcodes for orders placed before 12:00 noon Monday to Friday. A tracking link is emailed at dispatch.
Note: Northern Ireland, Highlands and Islands may require an additional 1–2 working days.
Is free UK shipping available?
No. We do not currently offer free UK shipping. All orders are subject to a shipping charge calculated at checkout based on your order size, weight and destination.
How do I track my order?
Your dispatch email includes a tracking link. Use it to follow progress and arrange redelivery or collection where supported by the carrier. If you have not received a dispatch email within 2 working days, check your spam folder and then contact us.
Tracking help: info@selfimed.com
International Shipping & Customs
Worldwide delivery, duties and import responsibilities
Do you ship internationally?
Yes. We ship worldwide via UPS, DHL, FedEx, DPD and Royal Mail International. Transit times vary by country, service level and customs clearance. Full tracking is provided at dispatch.
International support: info@selfimed.com
Who is responsible for customs duties and taxes?
For non-UK deliveries, the recipient is the Importer of Record and must pay any local duty, VAT/GST and brokerage or clearance fees. These are not included in our prices or shipping quote. We recommend checking your local import regulations for medical devices before ordering.
What if I refuse to pay customs or don't assist clearance?
The carrier may return the parcel or customs may mark it abandoned. If returned in good condition, we refund the product price only. Original and return shipping costs, and any carrier or customs handling fees, are non-refundable and may be deducted from your refund. Abandoned parcels cannot be refunded.
Returns & Refunds
Return eligibility, hygiene rules and refund timelines
What is your returns policy?
Returns are accepted within 30 days for items in original, unused condition and authorised in advance. For hygiene and regulatory reasons, certain medical items such as masks, tubing and sealed accessories are non-returnable once opened.
Request a return: info@selfimed.com
How do I request a return?
Email info@selfimed.com with your order number and reason. Wait for written authorisation before sending anything back. Unauthorised returns may be refused. Once authorised, dispatch within 14 days to:
Elarix Medical Ltd — Returns, c/o Twenty4 Secure Storage, Leeds, LS12 4HP
Important: Include photos or video if you are reporting damage or a fault. This speeds up assessment considerably.
When will I receive my refund?
Eligible refunds are typically processed within 5 working days after inspection, back to your original payment method. Deductions may apply where packaging or accessories are missing or there are signs of use.
Click & Collect (Leeds)
Visiting our Leeds depot, opening arrangements and what to bring
Can I collect my order in person?
Yes — by appointment from our Leeds site. Contact us to schedule a time so we can prepare your order and paperwork. Bring your order confirmation and photo ID (company details for business orders).
Address: SelfiMed UK, Twenty4 Secure Storage, Leeds, LS12 4HP
Arrange collection: 07802 644820
Is stock available to view before purchasing?
For larger or high-value medical equipment purchases, pre-inspection by appointment may be arranged. Contact us in advance with the product you are interested in and we will confirm availability and suitable times.
Enquiries: info@selfimed.com
Is the London address available for collections?
No. Our London address at 167–169 Great Portland Street, London W1W 5PF is a registered office for administration only. No stock is held there and no collections are possible at this address. All physical product is stored at and dispatched from Leeds.
Product Condition & Compatibility
New vs pre-owned, consumables and equipment compatibility
What does "pre-owned" or "refurbished" mean for medical equipment?
Pre-owned equipment has been previously used and returned or sourced from NHS or clinical decommissions. Refurbished items have been inspected, tested and serviced to a defined standard. Each listing states the condition clearly. Pre-owned and refurbished items are sold at a significant discount versus new.
Are consumables and accessories compatible with all brands?
Compatibility depends on the specific item. Each product page lists compatible models and brands. For CPAP accessories such as masks, water chambers and tubing, verify compatibility with your machine model before purchasing. Contact us if you are unsure.
Do I need a prescription to buy CPAP or other clinical devices?
In the UK, CPAP and BiPAP machines are medical devices typically supplied following diagnosis. We may request a prescription or clinician letter before dispatch for certain devices. Accessories, consumables and replacement parts can generally be purchased without a prescription.
Is "In Stock" on your website truly available in the UK?
Yes. "In Stock" indicates physical availability at our Leeds depot (LS12 4HP). All inventory is held and dispatched from this secure UK facility. If an item is on backorder, we indicate expected timings on the product page and will email you if your order is affected.
Warranty, Repairs & Faults
Coverage periods, fault reporting and post-warranty options
What warranty comes with equipment from SelfiMed?
New clinical equipment carries a minimum 12-month warranty, with many devices covered for 2 years or more. Pre-owned and refurbished items carry a defined shorter warranty stated on the listing — typically 30 to 90 days. Consumables and accessories are not covered under warranty.
How do I report a fault or request warranty service?
Email info@selfimed.com with your order number, the serial number of the device, a description of the fault, and photos or video where possible. Our team will assess and advise on next steps, which may include repair, replacement or return.
What options exist after my warranty expires?
We offer paid repair services and discounted trade-in upgrades for returning customers. Contact us with your device serial number and fault description for a repair assessment quote.
Post-warranty support: info@selfimed.com
Who operates SelfiMed UK?
Elarix Medical Ltd (Company No. 16602969), registered in England and Wales. Sister brands include CPAP Supply UK and DefibCentre UK. All purchasing, warranty and logistics are managed centrally from our Leeds depot.
Quotes, Invoices & VAT
Pro-forma invoices, VAT relief, volume pricing and documentation
How do I request a quote?
Email us with your product list (including quantities), delivery address and any deadline. We will send a quotation or pro-forma invoice showing price, shipping options and lead time, typically within one working day.
Quotes: info@selfimed.com
How does VAT relief work on medical equipment?
Many items qualify for VAT relief if you are purchasing for a qualifying long-term condition or as a disabled person. At checkout, select the VAT relief option and complete the self-declaration. VAT is removed automatically — saving you 20%. This applies to the customer; businesses purchasing for resale pay standard VAT.
Note: Making a false VAT relief declaration is a criminal offence. By declaring eligibility you accept legal responsibility for the claim.
Can I get a formal VAT invoice?
Yes. A VAT invoice is included with your order documentation. If you need a copy emailed, contact us with your order number and we will send it promptly.
Invoices: info@selfimed.com
Do you offer volume pricing or trade discounts?
Yes. We offer tailored pricing for institutions, care groups, sleep clinics, pharmacies and resellers. Contact us with your expected volumes and preferred products for a bespoke commercial arrangement.
Trade enquiries: info@selfimed.com
Accounts, Tracking & Notifications
Order confirmations, dispatch notifications and address changes
I didn't receive an order confirmation email — what should I do?
Check your spam or junk folder first. Confirmation emails are sent immediately after checkout. If it is not there, contact us with your name and approximate order time and we will verify and resend.
Email: info@selfimed.com
Can I change the delivery address after ordering?
Address changes are possible only before dispatch. For security, we cannot reroute shipments once in transit. If you made a mistake, contact us as soon as possible.
Call: 07802 644820
I missed my courier delivery — what should I do?
Use the tracking link from your dispatch email. Most couriers will attempt re-delivery or leave your parcel at a nearby collection point. You can usually rearrange delivery directly through the courier's tracking page. Email us if you need further assistance.
Contact SelfiMed
How to reach us and our response commitments
What are the best ways to contact SelfiMed?
Email: info@selfimed.com — for orders, quotes, returns and general enquiries.
Phone / WhatsApp: +44 7802 644820 or +44 330 133 2808
Depot: Twenty4 Secure Storage, Leeds, LS12 4HP — by appointment only.
How quickly do you respond to enquiries?
We aim to respond to all email and WhatsApp enquiries within one working day. For urgent matters, calling is the fastest route. Our team operates Monday to Friday during normal UK business hours.
Do you have a contact form on the website?
Yes. Visit our Contact page to submit a message directly. Include your order number if your enquiry relates to an existing order, as this significantly speeds up our response.
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Still Have a Question?
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