Terms of service
Sefam Medical Ltd — sefam.co.uk Updated: 11th August 2026 (V3)
This page, together with our Returns and Refunds Policy, Delivery Policy and Privacy Policy, sets out the terms and conditions ("Terms") on which products ("Products") are supplied via the Sefam Medical Ltd website (www.sefam.co.uk).
By accessing this website and/or placing an order, you agree to be bound by these Terms. If you do not accept these Terms, you must not place an order.
1. About us
This website is operated by Sefam Medical Ltd.
Registered address: Unit 6, Blackthorn Way, Five Mile Business Park, Lincoln, LN4 1BF Company number: 13500192 VAT registration number: 385882538
Email: CustomerServiceUK@sefam-medical.com Telephone: 01522 701500
2. Eligibility
2.1 This online store is intended for UK-based private patients only who hold a valid prescription for Obstructive Sleep Apnoea (OSA) issued by a qualified physician.
2.2 We deliver within the United Kingdom only. Orders from outside the UK will not be accepted.
2.3 You must be aged 18 or over to place an order.
3. Ordering
3.1 Orders are placed through our online checkout process. You will have the opportunity to review and correct any errors before submitting your order.
3.2 After placing an order, you will receive an acknowledgement email. This does not mean your order has been accepted.
3.3 A contract between us is formed only when your order has been despatched, at which point you will receive a despatch confirmation email.
3.4 Orders cannot be expedited once placed.
3.5 All orders require completion of a VAT relief self-declaration. If this is not completed, you will not be able to place an order.
3.6 We reserve the right to refuse or cancel any order at our discretion. This may include, but is not limited to:
- stock availability errors
- payment authorisation issues or suspected fraud
- pricing errors
- an invalid or incomplete VAT relief declaration
Where payment has already been taken, a full refund will be issued. Refunds are processed within 14 days and may take up to a further 7 working days to appear on your statement, depending on your payment provider.
4. VAT relief eligibility
4.1 Products sold on this website are supplied free of VAT to individuals eligible for VAT relief under HMRC Notice 701/7.
4.2 By completing the declaration at checkout, you confirm that:
- you are aged 18 or over
- you are chronically sick or disabled, or are purchasing on behalf of someone who is
- you hold a valid prescription for Obstructive Sleep Apnoea
- the products are for your personal or domestic use
- you qualify for VAT relief under HMRC Notice 701/7
4.3 This is a self-declaration. We supply goods on the basis of that declaration and may request additional information where reasonably required.
4.4 A record of your declaration is retained against your order.
4.5 Knowingly making a false declaration in order to obtain goods free of VAT is an offence.
4.6 If you are unsure of your eligibility, or are purchasing as a business, please contact us before placing an order.
5. Pricing and payment
5.1 All prices are displayed in GBP (£).
5.2 Prices shown reflect the VAT relief applied under section 4. Delivery charges, where applicable, are shown clearly at checkout before you commit to your order.
5.3 Prices may change at any time without notice. Changes will not affect orders already accepted.
5.4 In the event of a pricing error, we reserve the right to cancel or amend your order. Where possible, we will contact you to confirm how you wish to proceed.
5.5 Accepted payment methods are displayed at checkout and in the footer of this website. Payment may be taken at different times depending on the method used.
6. Delivery
6.1 Delivery is available within the United Kingdom only.
6.2 We do not deliver to PO Boxes or BFPO addresses.
6.3 Delivery times are estimates only and are not guaranteed. Delays may occur due to circumstances beyond our control.
6.4 Risk in the goods passes to you on delivery.
7. Cancellation, returns and faulty goods
7.1 Your rights to cancel an order, return goods and obtain a refund are set out in full in our Returns and Refunds Policy, which forms part of these Terms. A summary is given below. Where this summary and the Returns and Refunds Policy differ, the Returns and Refunds Policy applies.
7.2 You may cancel your order at any time up to 30 days after receiving your goods. This is longer than the 14-day statutory minimum and is offered in addition to your legal rights.
7.3 To receive a full refund, items must be returned unused, complete, and in their original packaging. You may examine an item as you would in a shop; if you use it beyond what is necessary to establish its nature, characteristics and function, we may reduce your refund to reflect the loss in value.
7.4 Hygiene exclusion. Products supplied sealed for health protection or hygiene reasons cannot be returned once unsealed, unless faulty. This includes masks, cushions, nasal pillows, seals, headgear, tubing, humidifier chambers and filters. This exclusion is permitted under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013.
7.5 Return postage. Where you are returning goods because you have changed your mind, you are responsible for the cost of return postage. Where goods are faulty, damaged on arrival, or not what you ordered, we will cover the cost of return.
7.6 To request a cancellation or return, contact CustomerServiceUK@sefam-medical.com. Cancellation requests made before despatch are not guaranteed to be processed in time.
7.7 Faulty goods. If a product is faulty, you are entitled to a refund or replacement in accordance with your legal rights, including the 30-day right to reject under the Consumer Rights Act 2015. Where a product is confirmed faulty and the fault is not due to misuse, we will refund the full amount including the original delivery charge.
7.8 Guarantees. Unless otherwise stated on the individual product page, products carry a 30-day guarantee from the date of receipt. Where a longer guarantee applies to a particular product, this will be stated on that product's page.
7.9 Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Any guarantee we offer is in addition to those rights, not instead of them.
8. Liability
8.1 Products are supplied for domestic and private use only.
8.2 We are not liable for any business losses, including loss of profit, revenue or opportunity.
8.3 Nothing in these Terms excludes or limits our liability for:
- death or personal injury caused by negligence
- fraud or fraudulent misrepresentation
- defective products under the Consumer Protection Act 1987
- any other matter that cannot be excluded or limited under UK law
8.4 Subject to clause 8.3, our total liability is limited to the price paid for the Product.
9. Events outside our control
9.1 We are not responsible for delays or failures caused by events beyond our reasonable control ("Force Majeure").
9.2 This includes, but is not limited to, natural disasters, strikes, war, pandemics, transport disruption and network failures.
9.3 If such an event occurs, we will notify you as soon as possible, our obligations may be delayed, and you may cancel your order if the delay exceeds 30 days.
10. Product information and medical guidance
10.1 The products sold on this website are medical devices and accessories intended for use as part of prescribed therapy for Obstructive Sleep Apnoea. They should be used in accordance with the manufacturer's instructions and the guidance of your treating clinician.
10.2 Information on this website, including size guides, is provided to help you choose products. It is not a substitute for clinical advice and does not constitute a diagnosis or a recommendation of treatment.
10.3 You should consult a qualified healthcare professional if you are unsure about the suitability of a product, if your therapy is not working as expected, or if your symptoms change.
10.4 We are not able to advise on your therapy settings, prescription or clinical management. Please contact your sleep clinic or treating clinician for these.
11. Customer reviews and feedback
11.1 After completing a purchase, you may receive an invitation to review your experience with us.
11.2 These invitations may be sent via a third-party provider, such as Trustpilot, for the purpose of collecting genuine customer feedback.
11.3 Review requests relate to a transaction you have made with us and are not marketing communications.
11.4 We rely on our legitimate interests to request feedback in order to improve our products and services.
11.5 Your name, email address and order reference may be securely shared with our review provider solely for the purpose of facilitating review invitations.
11.6 For further information on how your data is used, please see our Privacy Policy.
12. Governing law
These Terms are governed by the laws of England and Wales, and any disputes will be subject to the jurisdiction of the English courts.
13. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force.
14. Other terms
14.1 You may not transfer your rights under these Terms.
14.2 Only the parties to these Terms may enforce them.
14.3 We may update these Terms from time to time. The version in force at the time you place your order is the version that applies.