At Intus Healthcare we strive to provide the best possible service to all of our customers. We hope that the experience you receive in dealing with us, and equipment we provide, reaches the standard that you expect of us.
However, we know sometimes something is not right, and a return may need to be requested. We will always try our best to rectify any problems in a swift and satisfactory manner, within the parameters that we will clearly set out as follows.
All eCommerce orders within the UK are protected by the Consumer Rights Act 2015, which is an extension of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.
You may be familiar with (or have heard of) the Distance Selling Regulations and the Sale of Goods Act. Both of these are now obsolete, replaced by the Consumer Rights Act 2015 (from here onwards referred to as “the CRA”).
In short, the CRA explains the minimum standards that you should expect of any eCommerce purchase. With regards to returns, the Act details your “right to cancel” (which is essentially, your right to return anything you have ordered because you have changed your mind). Here we explain how we ensure your rights outlined in the CRA are protected when you order from us.
Exceptions to the CRA
The first thing that we have to make clear right away, is that there are products that are exempt from your right to cancel. The most common exemption are products that are “sealed for health protection or hygiene reasons, once they are unsealed”. Almost every product on this website is in this category; Nebulisers, CPAP machines, masks, tubes, filters and most other products are medical products that are sealed for hygiene reasons, and once opened, they cannot be returned unless faulty under warranty (more information on this below). If unopened, your right to cancel is unaffected.
For this reason, we ask you to be certain when ordering that the item being purchased is correct, and again once you have received the item please confirm it is correct before opening it. If you have any doubt at all, please contact us here! We have friendly, knowledgeable staff who will be more than happy to ensure the equipment you order is suitable for you, to avoid any problems or disappointment. We know CPAP can be a bit of a minefield with so many choices of equipment. We therefore provide as much information and support as possible so that you get the best equipment and therapy you can.
There are some products that are legally exempt from the right to cancel that will still honour a refund on. For example, any CPAP mask purchased with Mask Fit Insurance. We will clearly note any products that we will accept returns of even if opened; however, unless explicitly stated, please assume the item cannot be returned once opened unless faulty under warranty.
For all products that we sell, if they are still sealed, your right to cancel remains unaffected. Only when the item is unsealed does the right to cancel cease to apply.
The Consumer Rights Act applies to products. Services, such as our Sleep Test services, are not covered. We can provide a full refund for any services cancelled before the service has started. However, once a service has begun any refund will be reduced based on costs incurred by Intus at the point of cancellation. To use our Sleep Test service as an example, the service will be considered started at the point of the equipment being dispatched, at which point the maximum refund available would be £160 when returned within 30 days.
Your right to cancel
The CRA states that you have 14 days from receiving the goods to notify us of your request to return any or all of the unopened products. We go beyond this requirement by offering 30 days to notify us.
You must notify us in writing via email or post. You can email us using [email protected], or simply reply to any of the emails we have sent you regarding the order.
You must return them to us within 14 days of the request being accepted, and returns received after this period may be declined.
Returns for any reason other than a fault must be in a resalable condition. This means the product is in its original condition, and must be returned including the packaging, instructions and any loose parts or accessories if applicable.
Intus reserve the right to reduce any refund by up to 50% should this not be the case.
If you are returning an item because you have changed your mind or ordered the wrong item, then any return postage costs are your responsibility. We recommend using a recorded delivery service for returns, as refunds cannot be issued for items that we do not receive back.
If you are returning an item because we sent the wrong item, it was damaged in transit, or is otherwise faulty (more information about faulty products follows), then we will cover the return cost and will discuss the options for you.
For UK orders, because we offer a free delivery option on every order, any premium delivery charges cannot be refunded. For non-UK orders, your outgoing delivery cost will be refunded in full if all items are being returned. If some, but not all, items are being returned then the delivery charge will not be refunded.
Once again, we must stress that items that have been opened, even if unused, cannot be returned for hygiene reasons. However if you have opened the product, please contact us and we can discuss this with you and see if we can find another solution for you. If we accept a return on the basis of the item still being sealed, and subsequently find that this is not the case, then we reserve the right to refuse a refund and will discuss this with you.
Any item found to be faulty within 30 days of receipt you have the “right to reject”. This means you are entitled to return the item for a replacement or refund as it is assumed the item was delivered with the fault already present.
Past the initial 30 days, all products we sell are covered by a manufacturers warranty. Should a fault develop within this period we will repair or replace it for you as quickly as we can. If we cannot satisfactorily repair or replace the product within 6 months or the expiry of the warranty period (whichever comes first) we can choose to issue a full refund.
If we cannot satisfactorily repair or replace the product after 6 months (but still within the warranty period) we can choose to issue a partial refund proportional to the remaining warranty of the item. For example, an item that has six months remaining on a two year warranty, would have a 25% refund issued (6 / 24 = 25%).
The warranty period for each product is shown on its listing. In general, most CPAP machines and humidifiers have a two year warranty. Most CPAP masks, tubes and humidifier chambers will have a three month warranty, as these are classed as consumable and are intended to be replaced regularly. Please check the warranty length of a particular item prior to purchase.
Should a fault arise at any time, you must notify us in writing via email or post. You can email us using [email protected], or simply reply to any of the emails we have sent you regarding the order. Please include your order number in all correspondence. We will resolve the issue for you as quickly as possible for you.
Outside of the warranty period, we will no longer be obligated to resolve the problem, but we will still do our best to help. Our priority is your therapy, so even if your warranty has expired, please let us know what has happened and we will see what we can do to help.
We know how important CPAP therapy is for your health and therefore minimising any disruption to your treatment is our utmost priority. We will always try to provide you with your preferred resolution, though there may be times where that isn’t possible. However, we will work with you to get a satisfactory resolution as quickly as possible.
We will issue any refunds due promptly, usually within 24 hours of the item(s) being received back. If you paid through PayPal, the funds should be available in your account immediately. For credit or debit cards, payments can take 2-3 working days to appear on your statement. Please be patient when waiting for funds to clear.
We set ourselves the highest standards for customer care and satisfaction. We are relied upon to provide high-quality healthcare products, accurate and honest advice, and prompt and reliable services.
Integral to providing these is a complaint handling process that ensures any issues are responded to promptly and professionally, with the priority being finding an appropriate resolution that resolves the complaint to the customer’s satisfaction.
You can read our Complaints Handling Policy here.
Questions about this policy
If you have any questions about our returns policy (or anything else, for that matter) – please contact us and we will be happy address any queries.
We have a 5 star rating on both TrustPilot and Reviews.co.uk, and 15 years experience of providing CPAP equipment online. You can therefore buy from Intus Healthcare with confidence, knowing that in the unlikely event of a problem arising with your order that it will be dealt with in prompt, professional manner.