Returns and Cancellations

We aim to provide a high standard of care and service to all of our patients, and we hope that the experience and equipment we provide meet your expectations. However, we understand that there may be occasions where you need to ask about returns or cancellations, and we will always aim to handle these requests fairly and transparently.

Under the Consumer Rights Act 2015, some products are exempt from the statutory right to cancel. All products provided by The Better Sleep Clinic fall within this category, as they are medical in nature and supplied for health protection or hygiene reasons, or are prepared or configured specifically for individual clinical use. For this reason, once a product has been opened, used, worn, or allocated to your clinical profile, the right to cancel no longer applies. Any returns, cancellations, or refunds that may be available are therefore subject to the specific conditions outlined below.

Sleep Apnea Tests

Please note the following:

WatchPAT100 home sleep test - If you would like to return your WatchPAT 100 (single-use) home sleep test you must notify us at info@thebettersleepclinic.co.uk within 30 days of receiving your order.

The test kit must be sent back to us at your expense. The test box must be unopened, sealed, clean and without any damage. We advise that you return the test using tracked delivery with insurance as the return is your responsibility.

The refund for returns in the described condition will be minus a £30 processing fee. This is to cover the cost of re-programming the device from your client profile so that it may be re-used. Test kits that are not returned in the above described condition will be unusable and cannot be refunded. The refund, where applicable, will be issued by bank transfer three working days after the device has been received by us.

WatchPAT300 home sleep test - if you would like to cancel your WatchPAT300 home sleep test (returnable device) you may return it using the prepaid postage bag provided with the test kit. The device must not have been worn (either the finger probe or chest sensor) and be returned without any damage.

CPAP masks are medical products that are supplied sealed for health protection and hygiene reasons.

You have the right to cancel your order and return a CPAP mask within 14 days of receiving it, provided the mask is unused, unopened and still in its original sealed packaging.

Once the hygiene seal or packaging has been opened, the mask cannot be returned or refunded unless it is faulty. This is because CPAP masks come into close contact with the face, nose and mouth and cannot be resold or reused once opened for hygiene and infection control reasons.

Please check carefully before opening your mask to make sure it is the correct product, size and style. If you are unsure whether a mask is suitable for you, please contact us before opening the packaging and we will be happy to help.

This does not affect your statutory rights. If your CPAP mask is faulty, damaged, or not as described, please contact us and we will review this in line with your consumer rights and any applicable manufacturer warranty.

Unless we have clearly stated otherwise in writing, opened CPAP masks cannot be returned for reasons including incorrect size, change of mind, discomfort, preference, or ordering the wrong mask.

Appointment Cancellation and Rebooking Terms

Sleep Apnea Consultations, Combo Bookings, Insomnia Initial Assessments and Follow-Up Appointments

Appointments must be cancelled or rearranged with at least 48 hours’ notice.

If you cancel or rearrange your appointment with less than 48 hours’ notice, or if you do not attend your appointment, the appointment will be treated as used. In these circumstances, no refund or free rebooking will be offered.

This applies to:

Sleep Apnea consultations
Home Sleep Test and consultation combo bookings
Insomnia initial assessments
Insomnia follow-up appointments

CPAP Follow-Up Appointments

Some CPAP packages include scheduled follow-up appointments, usually at around 2 weeks and 6 weeks after starting treatment. These appointments are included to help you settle into treatment, review your progress and make any necessary adjustments.

If you miss your 2-week follow-up, or do not rearrange it with at least 24 hours’ notice, this appointment will be treated as used. Your next included follow-up will be your scheduled 6-week appointment.

If you would like to book an additional replacement follow-up before your 6-week appointment, this can be arranged for a £30 rebooking fee.

If you miss your 6-week follow-up, or do not rearrange it with at least 24 hours’ notice, the appointment will usually be treated as used. If you would like to book a replacement follow-up, this can be arranged for a £30 rebooking fee.

Late Attendance

If you are late to an appointment, the appointment may still need to end at the scheduled time. If you are significantly late and the clinician is unable to complete the appointment safely or effectively, the appointment may be treated as missed.

Clinical Discretion

We understand that unexpected circumstances can occasionally arise. In exceptional cases, we may use our discretion to offer an alternative arrangement, but this is not guaranteed.

CPAP returns policy -

We are unable to accept returns for CPAP devices that have been opened, worn, or used. This is due to health protection and hygiene requirements, and because CPAP devices are clinically configured for individual patients.

If the device is unused and remains in its original, unopened packaging, we are able to process a return. The item must be returned to us at your expense. We recommend using tracked and insured delivery, as the return remains your responsibility until received by us.

Once received and inspected, a refund will be issued minus a £120 processing fee. This fee covers the initial CPAP set-up appointment, clinical preparation, and re-programming of the device from your individual profile.

You may cancel a CPAP order at any point before the CPAP set-up appointment has taken place. In this case, a refund will be issued minus a £30 processing fee to cover administrative and device preparation costs.

You can contact us at info@thebettersleepclinic.co.uk if you would like more information regarding our Returns and Cancellations policies.