Returns Policy

Last updated: August 2026

Summary

We want you to buy with confidence. This policy explains what can be returned and how. Nothing in it affects your statutory rights, including your rights in respect of faulty or misdescribed goods under the Consumer Rights Act 2015.

1. Change-of-mind returns (consumers)

If you buy online as a consumer, you may cancel your order within 30 days of delivery and return the item within 14 days of telling us, for a refund. To qualify, items must be unused, complete, and in their original packaging. Return postage for change-of-mind returns is paid by the customer. We may reduce refunds to reflect any handling beyond what is needed to inspect the item.

2. Hygiene exclusions — please read before opening

For health and hygiene reasons, the following cannot be returned once their sealed packaging has been opened, unless faulty:

  • CPAP masks, cushions, tubing, filters and humidifier chambers
  • Nebuliser masks and mouthpieces
  • Any item that comes into contact with the body or breathing circuit
  • Sterile or single-use consumables with broken seals

Please check sizing and compatibility before opening sealed packaging — we're happy to help before you open anything.

3. Condition-based rules

  • New items — returnable under section 1, and covered by the manufacturer's warranty where applicable.
  • Refurbished items — returnable under section 1, and covered by the warranty period stated in the listing.
  • Pre-owned items — sold as described in the listing. Change-of-mind returns are accepted under section 1 for consumer purchases; condition on return must match condition at dispatch.
  • Business purchases — change-of-mind returns are at our discretion and may carry a restocking fee; faulty goods are handled under section 4.

4. Faulty, damaged or misdescribed items

If an item arrives damaged, develops a fault within its warranty period, or does not match its description, contact us and we will put it right — repair, replacement or refund as appropriate, with return postage covered by us. Please report transit damage within 48 hours of delivery.

5. How to return

  1. Email info@ultramedicalequipment.com with your order number and reason for return.
  2. We will confirm the return address and provide a returns reference.
  3. Pack the item securely, including all accessories and documentation.
  4. Refunds are processed within 14 days of receiving the return, to the original payment method.

6. Items returned from clinical settings

Equipment that has been used in a clinical or care setting must be decontaminated in line with applicable guidance before return, and accompanied by a decontamination statement. We may refuse returns that do not meet this requirement.