Return & Refund Policy

Effective date: 09-05-2026

Last updated: 06-06-2026

This Return & Refund Policy explains the conditions under which Life Line Medical Devices W.L.L. (“Life Line Medical Devices W.L.L.”) accepts returns or issues refunds for products purchased through https://lifelinemedicaldevices.com/.

Important note on medical devices: Many of the products supplied by Life Line Medical Devices W.L.L. are medical devices, supplies or accessories that, once opened or used, cannot be returned for hygiene, safety and regulatory reasons. Customers are encouraged to confirm specifications, sizing and compatibility before placing an order and to contact our team for advice where needed.

1. Returns window

Eligible products may be returned within 7 working days of delivery, provided that:

The item is unopened, unused and in its original sealed packaging.
The item is in resaleable condition with all accessories, manuals and documentation included.
A valid Life Line Medical Devices W.L.L. invoice or order reference is presented.
A Return Merchandise Authorisation (RMA) has been issued by Life Line Medical Devices W.L.L. before the return is shipped.

2. Non-returnable items

The following are not eligible for return except in cases of a manufacturing defect or damage on arrival:

Sterile or single-use medical devices.
Items where the hygiene or tamper-evident seal has been broken.
CPAP / BiLevel masks, cushions, headgear and tubing once removed from sealed packaging.
Consumables and disposables.
Custom or special-order items, including non-stocked configurations.
Prescription items that have been used.
Items damaged through misuse, unauthorised modification or failure to follow the manufacturer’s Instructions for Use.

3. Damaged or defective on arrival

If a product arrives damaged or appears defective on first use, please contact us within 48 hours of delivery with photographs of the product, the packaging and the invoice. Following our review and, where applicable, the manufacturer’s confirmation, we will arrange a replacement, repair or refund as appropriate.

4. Manufacturer warranty

Products carry the warranty offered by their respective manufacturer (for example, ResMed, CAIRE, Longfian). Life Line Medical Devices W.L.L. will assist with warranty claims by liaising with the manufacturer on the customer’s behalf. Warranty claims are governed by the manufacturer’s terms, including coverage period, exclusions and turnaround time. Warranty does not cover damage from misuse, accidental damage, unauthorised servicing, or normal wear of consumable parts.

5. How to initiate a return

Contact our team at receptionlifeline@yahoo.com within the eligible window with your order number, the item(s) you wish to return and the reason for return.
We will review your request and, if approved, issue an RMA reference and return instructions.
Pack the item securely in its original packaging with the RMA reference clearly marked.
Ship or deliver the item to the address provided. Return shipping costs are the customer’s responsibility unless the return is due to a confirmed defect or shipping error by Life Line Medical Devices W.L.L..
Once received and inspected, we will confirm the outcome by email within 5 working days.

6. Refunds

Approved refunds will be issued via the original payment method within 7-14 working days of approval. The exact timing depends on the payment provider and the customer’s bank. The refunded amount will exclude original shipping charges, unless the return is due to a confirmed defect or shipping error by Life Line Medical Devices W.L.L..

7. Exchanges

Where stock allows, eligible items may be exchanged for a different size or model. The price difference (if any) will be settled before dispatch of the replacement.

8. B2B and tender orders

Returns of products supplied under tenders, hospital supply contracts, framework agreements or special-pricing quotations are governed by the terms of the underlying contract. This Return & Refund Policy applies only to retail orders placed through the Site, unless agreed otherwise in writing.

9. Cancellation before dispatch

Orders can be cancelled at no charge before dispatch by contacting us at the earliest opportunity. Once an order has been dispatched, the standard return process applies.