Refunds for Medical Equipment

sawilson

Good Afternoon
I recently bought a sleep apnea CPAP machine.  I am having problems using the nasal attachment and want to return it, obtain a refund and buy a mask.  I have been told by the supplier that as the attachment is Medical in nature I cannot return it and obtain the refund.  As of now ( 13 May 2021 at 1218) I received the machine 24 hours ago, and ordered it 48 hours ago (ordered over the phone and paid for by an emailed invoice/bank transfer).  As it is within 7 days I believe I am right to ask for a refund.  Is this correct, or is it because the machine is medical in nature, once turned on I cannot then return it?

Many Thanks
Stephen

Aylesbury_Duck

sawilson said:

Good Afternoon
I recently bought a sleep apnea CPAP machine.  I am having problems using the nasal attachment and want to return it, obtain a refund and buy a mask.  I have been told by the supplier that as the attachment is Medical in nature I cannot return it and obtain the refund.  As of now ( 13 May 2021 at 1218) I received the machine 24 hours ago, and ordered it 48 hours ago (ordered over the phone and paid for by an emailed invoice/bank transfer).  As it is within 7 days I believe I am right to ask for a refund.  Is this correct, or is it because the machine is medical in nature, once turned on I cannot then return it?

Many Thanks
Stephen

If you bought online then the regulations allow for a return within 14 days of receipt on the basis you can inspect/try the item in the same way you would in a shop and return if not suitable.  Your situation is more complicated because it's clearly a very personal device and it sounds like you've done much more than would have been available to you in a physical store.  It's not so much that it's been turned on, more that the nasal attachment has been, well, nasally attached!

user1977

Are you having "problems using the nasal attachment" because it's faulty or doesn't match the description? Or is it just a personal preference/ sizing issue?

neilmcl

If the item was sealed then it can't be returned for a full refund for health and hygiene reasons if you've now broke the seals.

sawilson

It was a sealed package, so no refund I guess.

unforeseen

It sounds like you have either the wrong size mask or a full mask would suit you better.
These can be bought seperately for the majority of machines.
Do you have a diagnosis of sleep apnoea? If not why buy one. If you have been diagnosed with an AHI greater than 15 then your hospital respiratory dept will issue one free and also ensure that the mask is the core t type to suit you and the correct size. 

Bradden

Thank you for that reply @unforeseen .. you clearly know about apnoea!

sawilson

Thanks for the feedback everyone.  I know I can buy a mask, but it will be a lot of money to find having dibbed into savings to buy the machine and nasal pillows.  

unforeseen

Bradden said:

Thank you for that reply @unforeseen .. you clearly know about apnoea!

Yep, I hook up to a Philips Dreamstation every night

mattyprice4004

sawilson said:

It was a sealed package, so no refund I guess.

Would you be happy buying one that someone else had tried on? 
There's your answer