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RETURNS & REFUNDS
Return & Refund Policy
Select whether your order was placed in the UK or internationally, then find the scenario that matches your situation for clear instructions on returns, refunds and next steps.
UK Orders
SelfiMed UK sells both new and pre-owned / refurbished equipment. Select the scenario that matches your situation.
1. Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping. No fees will be deducted.
Urgent cancellations: Please call or use WhatsApp immediately — do not email, as emails are processed later in the day.
Phone / WhatsApp: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
2. Order Shipped but You Changed Your Mind
If your order has dispatched but you no longer want it, tell us within 30 days of delivery. Within the first 14 days we refund the item price and the standard delivery you paid; from day 15 to day 30 we refund the item price. Return postage is your responsibility, and the item must come back complete and in the condition you received it. Opened new items: see 7. New Item Arrived but You Changed Your Mind.
For hygiene, safety and regulatory reasons, we cannot accept returns or offer refunds on CPAP masks and accessories once opened, even if unused.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
3. Order Arrived Damaged
Choose a replacement (subject to stock) or a full refund including shipping. We cover return shipping. Please notify us within 30 days and include photos of both the item and packaging so we can act quickly.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
4. Order Arrived but Not as Described
If the product does not match the listing (e.g., wrong model or missing features), choose a replacement or a full refund including shipping. We cover return shipping. Please report within 30 days.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
5. Order Arrived but You Did Not Read the Description Properly
If the item matches the listing but you ordered the wrong size, model or compatibility by mistake, this is treated as a change of mind (see 2). Tell us within 30 days of delivery to arrange a return or an exchange. Return postage is your responsibility. Items must come back complete, in their original packaging and in the condition you received them.
For hygiene, safety and regulatory reasons, CPAP masks and accessories cannot be returned or refunded once opened.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
6. Order Arrived but Wrong Size Sent
If we sent the wrong size, this is our error. Choose a replacement in the correct size (subject to availability) or a full refund including shipping. We cover return shipping. Please contact us within 30 days.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
7. New Item Arrived but You Changed Your Mind
A 30-day change-of-mind return is available on brand new items. Please think carefully before opening a device: once opened it can no longer be sold as new. Within 14 days of delivery, if the item has been used or handled beyond inspection, a deduction of up to 40% may apply. From day 15 to day 30, opened new items carry a 40% restocking fee. Unopened, unused items are refunded in full (see 2 for delivery costs).
Brand new items also carry the manufacturer's warranty, usually 1 to 2 years depending on the device. For hygiene, safety and regulatory reasons, CPAP masks, cushions, tubing, filters and other accessories supplied sealed cannot be returned once opened, even if unused.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
8. New Item Arrived but Not as Described
If the new item does not match its listing, choose a replacement or a full refund including shipping. We cover return shipping. Please notify us within 30 days.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
9. New Item Arrived but Faulty (Manufacturer Warranty)
If your new item develops a fault within the warranty period, choose replacement, repair or refund (subject to warranty terms and stock). Once the fault is confirmed, we cover return shipping. Some products may be serviced directly by the manufacturer for faster turnaround.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
10. Used, Like New or Refurbished Item Develops a Fault (SelfiMed Warranty)
Every item we sell carries a warranty that depends on its condition, shown on each product page: Pre-owned 90 days, Like new 6 months, Refurbished 6 months, New (other) 12 months, and 30 days for items sold with missing parts or defects (the listed faults are not covered), all from the day of delivery. If a fault appears in that time, tell us with your order number and a photo or video: we repair, replace or refund, and once the fault is confirmed we cover return shipping.
The warranty does not cover accidental damage, misuse, transit damage not reported within 48 hours of delivery, normal wear, or consumable parts such as batteries, filters, tubing, cushions and electrodes. It is in addition to your statutory rights.
Phone: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
Returns address: SelfiMed UK — Returns Dept, Unit 3, Twenty4 Secure Storage, Leeds, LS12 4HP, UK
International Orders
How refunds and returns work for orders shipped outside the UK.
EU consumers also have a 14-day right of withdrawal: see Right of Withdrawal (EU Customers).
1. Order Placed but Not Yet Shipped
If you cancel before dispatch, you will receive a full refund including shipping.
Urgent cancellations: Please call or use WhatsApp immediately — do not email, as emails are processed later in the day.
Phone / WhatsApp: 0330 133 2808 or +44 7802 644820
Email: info@selfimed.com
2. Order Shipped but You Changed Your Mind (Customs Unpaid)
Refuse to pay customs so the carrier returns the parcel to us. Returns can take up to 3 months. Once received in good condition, we will refund the product price only. Original shipping is not refunded and any carrier return or handling fees may be deducted.
Phone: +44 7802 644820
Email: info@selfimed.com
3. Order Shipped, Customs Paid, Changed Your Mind
No returns are accepted once customs or duties have been paid, to avoid duplicate cross-border charges.
Phone: +44 7802 644820
Email: info@selfimed.com
4. Item Arrived in Destination Country but Customs Fees Were Not Paid
Import taxes, duties and customs clearance fees are not included in the product price or shipping cost and must be paid by the recipient. Please respond promptly to carrier or customs requests to avoid delays.
Returned to Sender: If returned in good resalable condition, we refund the item price only. Original shipping and return freight, storage or handling fees are non-refundable.
Seized or Disposed: If customs seize, abandon or destroy the parcel, no refund can be issued.
Important: Verify local medical import regulations before placing an order.
5. Shipment Refused by Destination Customs
It is the buyer's responsibility to confirm that medical equipment — including pre-owned or refurbished devices — is permitted for import into their country before ordering.
Returned to Sender: If returned in good resalable condition, we refund the item price only. Original shipping and any return freight, handling or customs fees are non-refundable.
Seized or Disposed: If the parcel is seized, abandoned or destroyed by customs, no refund can be issued.
Important: Verify local medical import regulations before placing an order. Used medical devices may face stricter import restrictions in some countries.
6. Order Arrived Damaged
Contact us to arrange a replacement. We will handle shipping and customs for the replacement. If you prefer a refund, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but you may reclaim them locally with our documentation. Do not return the item unless instructed.
Phone: +44 7802 644820
Email: info@selfimed.com
7. Order Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us; we will provide documentation to support your local reclaim and advise the correct return procedure.
Phone: +44 7802 644820
Email: info@selfimed.com
8. Order Arrived but You Did Not Read the Description Properly
Not returnable. No refund. Because cross-border returns involve customs and handling costs, preference changes are not accepted internationally.
Phone: +44 7802 644820
Email: info@selfimed.com
9. Order Arrived but Wrong Size Sent
If we sent the wrong size, contact us to arrange a replacement in the correct size or to discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us; documentation will be provided to support your reclaim.
Phone: +44 7802 644820
Email: info@selfimed.com
10. New Item Arrived but You Changed Your Mind
No return and no refund for international change-of-mind on new items.
Phone: +44 7802 644820
Email: info@selfimed.com
11. New Item Arrived but Not as Described
Contact us to arrange a replacement or discuss a refund. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but we will provide documentation to support your reclaim.
Phone: +44 7802 644820
Email: info@selfimed.com
12. New Item Arrived but Faulty (Manufacturer Warranty)
Contact us to arrange a replacement or warranty repair. In some cases, we will direct you to the manufacturer's local service centre for faster processing. If a refund is chosen, we will refund the item price plus original shipping. Customs or duties are not refundable by us, but we can provide documentation to support your reclaim.
Phone: +44 7802 644820
Email: info@selfimed.com
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