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Terms and Conditions

We undertake to supply Sleep Comfort Accessories for Sleep Apnoea and other related sleep conditions, as well as offering free friendly support and advice.

We can be contacted via email, telephone, text, post or local people can call into our shop/support centre in Hull:-

Helpline:   0300 102 9711
Office:      01482 374181

Hope2Sleep Charity
85 Ings Road
East Yorkshire
United Kingdom

Opening Hours 9.30am - 4.30 pm Monday to Friday (or out of hours by mutual convenient appointment time).


You have the right to return your goods within 14 working days of receipt without the need to give a reason, if the goods are in their original sealed and unused condition they were sent to you in. 

Masks, CPAP machines and and most other products are exempt from a refund or exchange due to health and hygiene issues, and in particular cross contamination as they cannot be re-sold. The Consumer Contracts Regulations 28.(3)(a) confirms exemption as follows:-  "exemption in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery."

We require that any returned goods are sent by registered post at your expense.  In the unlikely event of you receiving faulty goods, then your return postage will be reimbursed to you.

Returned goods should be sent to:-

Hope2Sleep Charity
85 Ings Road
East Yorkshire
United Kingdom

Where appropriate, a refund will be issued upon receipt of the returned goods, less the cost of the original postage charges to you.


Most of the products we sell are eligible for Zero Rated VAT in the UK, and in order to qualify, you should meet the criteria for the following HMRC VAT Declaration:-

  1. You or the person you are purchasing on behalf of have "a condition which the medical profession treats as a chronic sickness," (Sleep Apnoea and Sleep Disordered Breathing, are such conditions, along with other medical conditions which require CPAP, BiPAP or Non-Invasive Ventilation)
  2. "The goods or services are for the personal or domestic use of the customer."

Please note, you do not need to be registered as disabled or in receipt of any other benefits in order to be eligible for VAT relief - you only need to meet the criteria of the above 2 points.

We cannot advise on individual cases, but more information can be found on HMRC’s website under notice 701/7 on the following link:-

The products on our website are advertised exclusive of VAT, bearing in mind most goods are eligible for VAT relief.  The few products that are not exempt will display VAT in the shopping basket before purchase.

In order to have no VAT charged on your purchase you need to ensure the 'zero rate eligibility' box is ticked and confirm your name, and state your address is 'as per order.'  If the products are being sent to an alternative address, please make sure you state your registered address, as evidence for HMRC.

You can claim VAT relief if you are purchasing on behalf of someone else, but please ensure you state the person's name who the purchase is for and their registered address.

Customers living outside of the UK do not have to pay UK VAT charges, so please leave the  'zero rate eligibility' box ticked. However, unfortunately we cannot be responsible for any tax related charges you may receive in your stated country of delivery.

You cannot claim VAT relief if you are purchasing goods to re-sell.  For customers who need to pay the VAT you must untick the 'zero rate eligibility' box.


We aim to process your order within 24 hours (excluding weekends and public holidays).  We try to keep the stock levels accurate on our website which can be difficult when we have customers purchasing from our high street shop, so there are occasions when products are not in stock with either us or our suppliers.  When such situations arise we endeavour to give a realistic delivery date of any outstanding item with an option to cancel and fully refund you.  We do not hold up orders of multiple items if a product is not in stock, and we do not charge further postage costs when we need out of stock items at a later date.  If a product is out of stock with us and it's possible for us to arrange stock from elsewhere, we will share only the limited personal details about you in order for the goods to be sent direct (as per our Privacy Policy).

  • Shipping costs are determined as per the weight of the items, and more expensive items are sent via tracked postal service.  All international post is shipped via tracked airmail.
  • For people living near the HU8 OSD postcode area, there is the option for click and collect with no postage charge.  Orders can be collected during office hours of 9.30 am - 5.00 pm Monday to Friday, or by appointment.
  • Masks and expensive items will always be sent via recorded delivery and will need signing for.  
  • You can place products in your shopping basket to find out the total cost of shipping, then if you are not happy with the price you can simply take the products out of the basket.
  • International Orders - We can ship most products internationally, but all prices are in UK British Pounds and if paying by debit or credit card the bank will automatically convert to the current conversation rate.  Likewise, if you choose the Paypal option, they will convert into your currency for you as payment is made.  Please note that we cannot be help responsible for any additional costs incurred when the product reaches your own country.

    If you purchase from us out of the UK or you move to another country after purchasing products, please be aware that the warranty for CPAP machines, masks and parts from the manufacturers are under warranty  with the manufacturer based in the UK, so you will be responsible for sending the product back to us and will need to pay postage to get the product back to you after exchange or repair, as the manufacturer will not pay for shipping in any country outside of the UK.

  • To keep postage prices down and in our efforts to care for our environment, we try to recycle packaging boxes wherever possible.

Should you ever be dissatisfied with the service we provide please e-mail  or telephone (numbers above). We will try to resolve any complaint within 5 working days or sooner if possible.

Whilst every care has been taken in compiling this catalogue Hope2Sleep cannot accept any liability for any inaccuracies.


CPAP Machines are a prescription item and we cannot release them until we have a prescription or signed permission from your sleep clinic.

If you do have a prescription already, you can email it to us at or send it via post to the address on our 'contact us' page

If you do not have an existing prescription we have a downloadable form on the link below.  Please fill in your name and address on the form which can then be taken to, sent to or emailed to your clinic, as without approval we cannot release any CPAP machines. 

As soon as we have this permission you can purchase a CPAP machine, or we will  send your machine if you have already placed your order.  Please email the completed form back to us as soon as possible after placing an order to so that we can arrange delivery to you.

Please note that if your clinic have instructed us to change any settings on the machine, this will be done by us prior to sending the CPAP out to you.

Click here to download the Prescription Form

CPAP Masks are NOT a prescription item so no approval is needed.


The above does not affect your statutory rights as a consumer.