Return & Refund Policy
larix Medical Ltd
Company No. 16602969
Registered Office: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF
Email: support@elarixmedical.co.uk | Phone: +44 (0)330 133 2808
This policy applies to all stores and divisions of Elarix Medical Ltd, including CpapSupply.co.uk, DefibCentre.co.uk, and SelfiMed.com. Individual product categories may have additional return conditions depending on hygiene, safety, or manufacturer regulations.
1. Our Commitment
At Elarix Medical Ltd, we are committed to supplying high-quality medical products with fair and transparent aftercare. This policy explains your rights under the Consumer Rights Act 2015 and related UK consumer protection regulations.
We aim to make returns efficient while respecting strict hygiene and regulatory requirements for medical equipment.
2. Right to Cancel (Change of Mind)
You may cancel your order and return eligible items within 30 days of receipt (extended from the statutory minimum of 14 days).
To be eligible:
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The item must be unopened, unused, and in resalable condition.
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All original packaging, accessories, and manuals must be included.
How to request a return:
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Email the relevant branch (e.g., info@cpapsupply.co.uk, info@defibcentre.co.uk, info@selfimed.co.uk) or support@elarixmedical.co.uk.
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Once authorised, you have 14 days to return the item(s).
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Returns received late or without prior authorisation may be declined.
3. Hygiene & Return Exemptions
Due to health and safety regulations, certain products cannot be returned once opened, unless confirmed as faulty. These include but are not limited to:
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CPAP therapy items: masks, humidifiers, machines, tubing, air filters, water chambers.
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Consumables and disposables: electrodes, pads, cannulas, sterile items.
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Products marked as “non-returnable if opened” on their product page.
⚠️ Please check compatibility before opening packaging. If unsure, contact us for guidance.
Note: Certain CPAP masks may be covered by “Mask Fit Insurance,” allowing refunds even if opened. This will be clearly stated on the product page.
4. Faulty Items & Warranty Coverage
If a product is faulty:
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Within 30 days: We offer a replacement or full refund.
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After 30 days: The item will be repaired or replaced under the manufacturer’s warranty.
Typical warranty periods:
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CPAP machines & humidifiers: 2 years
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Defibrillators: 5–8 years (depending on model)
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Consumables (masks, tubing, pads, filters): 3–12 months
If repair or replacement is not possible:
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Full refund (if within 6 months)
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Partial refund (after 6 months, based on remaining warranty value)
Warranty claims must include: order number, product details, and fault description.
5. Return Shipping Costs
| Reason for Return | Return Shipping Covered By |
|---|---|
| Change of mind / incorrect item | Customer |
| Item faulty or damaged | Relevant Elarix store |
| Incorrect item sent | Relevant Elarix store |
We recommend a tracked and insured courier service. Refunds cannot be issued for items lost in transit.
6. Refund Processing
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Refunds are processed within 24 hours of return confirmation.
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PayPal refunds are immediate.
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Card refunds may take 2–3 working days to appear.
Delivery fees:
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Standard UK delivery (if free) is non-refundable.
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Premium or international shipping may only be refunded if the entire order is returned.