Refund policy
Sefam Medical Ltd — sefam.co.uk Last updated: 11th August 2026
This policy explains how to cancel an order, how to return an item, who pays for return postage, and how and when you will be refunded. It forms part of our Terms and Conditions and applies to orders placed on sefam.co.uk by consumers in the United Kingdom.
If you need help at any point, email customerserviceuk@sefam-medical.com and we will guide you through it.
1. Summary
| Return window | 30 days from the day you receive your order |
| Condition required | Unused, complete, and in its original packaging |
| Hygiene-sealed items | Cannot be returned once the seal is broken, unless faulty |
| Who pays return postage | You, unless the item is faulty or we sent the wrong item |
| Refund method | Back to your original payment method |
| Refund timescale | Processed within 14 days of us receiving the item back |
2. Your right to cancel
2.1 You may cancel your order at any time from the moment you place it until 30 days after you receive it. This is longer than the 14-day minimum required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and is offered in addition to your legal rights.
2.2 To cancel, email customerserviceuk@sefam-medical.com with your order number and tell us which items you wish to return. You do not have to give a reason.
2.3 If you cancel before your order has been despatched, we will cancel it and refund you in full. Please note that orders are often picked and despatched quickly. Sending us an email is not a guarantee that we will be able to stop an order before it leaves us. If it has already gone, treat it as a return under section 3.
2.4 Once you have told us you wish to return an item, you must send it back to us within 14 days.
3. Returning an item
3.1 Condition. To receive a full refund, the item must be unused, complete with all parts, accessories and documentation, and in its original packaging.
3.2 Inspecting your item. You are entitled to examine an item as you would in a shop. Handling it to check its size, appearance and function will not affect your refund. However, if you use an item beyond what is necessary to establish this, we may reduce your refund to reflect the loss in value. This is permitted under Regulation 34(9) of the Consumer Contracts Regulations 2013.
3.3 How to start a return. Email customerserviceuk@sefam-medical.com with your order number and the items concerned. We will confirm the return address and give you any instructions you need. Please do not send anything back before contacting us, as we may not be able to identify unexpected returns.
3.4 Proof of postage. Returned items remain your responsibility until they reach us. We strongly recommend obtaining proof of postage, and using a tracked service for higher-value items. We cannot refund items that do not arrive and for which no proof of postage can be produced.
4. Items that cannot be returned for hygiene reasons
4.1 Some products are supplied sealed for health protection and hygiene reasons. Where such a product has been unsealed after delivery, it cannot be returned or refunded unless it is faulty. This exclusion is permitted under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013.
4.2 This applies to items that come into direct contact with the face, mouth, nose or airway, including but not limited to:
- CPAP masks and mask cushions
- Nasal pillows and seals
- Headgear
- Air tubing
- Humidifier water chambers
- Air filters
4.3 If a hygiene-sealed item is still sealed and unopened, it may be returned under section 3 in the normal way.
4.4 This exclusion does not apply where the item is faulty, damaged in transit, or not what you ordered. In those cases, see section 6.
4.5 If you are unsure whether an item can be returned before you open it, please email us first. We would much rather answer a question than have you open something that cannot then be returned.
5. Return postage costs
5.1 Where you are returning an item because you have changed your mind, or because it does not suit you, you are responsible for the cost of return postage.
5.2 Where an item is faulty, damaged on arrival, or is not the item you ordered, we will cover the cost of return postage. Contact us before returning it and we will tell you how to send it back at our expense, or reimburse your reasonable postage costs on production of a receipt.
5.3 We do not charge restocking fees.
6. Faulty, damaged or incorrect items
6.1 If an item arrives faulty, damaged, or is not what you ordered, contact us at customerserviceuk@sefam-medical.com as soon as you can, with your order number and, where possible, a photograph of the problem. Photographs often let us resolve things without you having to send anything back.
6.2 Under the Consumer Rights Act 2015 you have a 30-day right to reject goods that are faulty, and to receive a full refund.
6.3 After 30 days, and within the applicable guarantee period set out in section 8, you are entitled to a repair or replacement. If a repair or replacement is not possible, or does not resolve the fault, you may be entitled to a refund, which may be reduced to reflect the use you have had.
6.4 Where an item is faulty, we will refund the original delivery charge you paid, as well as the price of the item.
6.5 This section does not apply to faults caused by misuse, accidental damage, neglect, failure to follow the manufacturer's cleaning and maintenance instructions, unauthorised modification, or ordinary wear and tear on consumable parts.
7. Refunds
7.1 We will refund you using the same payment method you used to pay, unless you agree otherwise. We do not issue refunds as store credit unless you ask us to.
7.2 We will process your refund within 14 days of receiving the returned item, or within 14 days of you supplying proof that you have sent it, whichever is earlier. Once processed, it may take up to a further 7 working days to appear on your statement, depending on your bank or card issuer.
7.3 Where you cancel before despatch, we will refund you within 14 days of you telling us.
7.4 Delivery charges. If you return everything in your order, we will refund the standard delivery charge you paid. If you chose a premium or express delivery service, we refund the cost of our standard service only, as permitted by the Consumer Contracts Regulations 2013. If you return only part of an order, the delivery charge is not refunded.
7.5 VAT relief. Where you purchased goods free of VAT under a VAT relief declaration, your refund will be the amount you actually paid. VAT relief does not change the amount you are refunded.
8. Guarantees
8.1 Unless otherwise stated on the individual product page, all products purchased from sefam.co.uk carry a 30-day guarantee running from the date you receive the goods.
8.2 Where a longer guarantee applies to a particular product, this will be stated clearly on that product's page, and that period will apply instead.
8.3 Guarantees cover manufacturing faults and defects in materials. They do not cover damage from misuse, accident, neglect, failure to follow cleaning and maintenance instructions, unauthorised repair or modification, or normal wear on consumable parts.
8.4 To make a claim, email customerserviceuk@sefam-medical.com with your order number and a description of the fault.
9. Your statutory rights
9.1 Nothing in this policy affects your legal rights as a consumer. The guarantees described in section 8 are offered in addition to, and not instead of, your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
9.2 Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where they are not, you may have rights beyond the guarantee period above.
9.3 For free, impartial advice on your consumer rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.
10. Contacting us
For anything relating to cancellations, returns, refunds or faults:
customerserviceuk@sefam-medical.com
We aim to reply within one working day.
Sefam Medical Ltd Unit 6, Blackthorn Way, Five Mile Business Park, Lincoln, LN4 1BF Company number: 13500192 VAT registration number: 385882538