Refund policy
Direct Purchase Returns
Sepura Unit Returns
Cancellation Before Shipping
Should you wish to cancel before the product ships please contact our team so that we can assist you.
Returning Your Sepura Unit
To be eligible for a return, your Sepura unit must be covered under our 1 year manufacturer’s warranty or it must be in original condition including all accessories, manuals, and parts.
If your Sepura unit is covered under our 1 year manufacturer’s warranty it must be repackaged in accordance with the “Sepura Uninstall and Re-packaging Guide” document. Our manufacturer’s warranty only covers Sepura Units that are defective, please read the section under "For Direct Purchase Returns" for more information.
If your Sepura is not installed and unopened, you can return your Sepura Unit within 14 days of receiving your purchase with a receipt or proof of purchase. The customer is responsible for return shipping, rates vary.
We will not accept returns based solely on sizing incompatibility. It is the sole responsibility of the purchaser to confirm the pertinent measurements prior to purchasing. Please visit our Installation Page to ensure your Sepura Unit will fit.
Due to our firmware capabilities we do not offer refunds if the issue can be fixed by firmware updates. This only applies if the user is able to connect their bin and their Sepura is able to update as it is intended to.
Duties and shipping for all returns must be prepaid and insured by the customer. The customer is responsible for any loss or damage to hardware during shipment. We cannot guarantee that we will receive your returned item.
For Direct Purchase Returns:
All Sepura Units come with a 1 year manufacturer’s warranty. Units covered under our manufacturer's warranty will be inspected prior to credit issuance. Credit may be denied under any one of the following conditions:
- The Sepura team determines the unit is not defective after inspection
- The Unit is not manufactured by Sepura (i.e., Competitive product)
- The Unit is missing components
- Internal components of the Unit are missing
- The Unit is damaged due to customer handling and is no longer in working condition
Sepura Home Ltd. can only accept returns and issue refunds if an actual defect is present in the product. We cannot accommodate returns or refunds solely because the customer decides they no longer want the Sepura unit after it has already been shipped and is functioning properly with no issues. Our policy requires verifiable product defects in order for a return request and refund to be deemed valid. Returns based only on a change of purchaser preference are not eligible for refunds if no physical product defect exists.
Upon receipt of the returned item, we will fully examine it and notify you via email (within a reasonable period of time) whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment. Please note that these refunds can take 5-10 days to appear in the account associated with the charge reversal.
It’s the customers responsibility to ensure compliance with any state or local policies.
Make a Warranty Claim
If you need to make a warranty claim please contact support here.
Sepura Accessories & Consumables Returns
Cancellation Before Shipping
Should you wish to cancel before the product ships please contact our team so that we can assist you.
Sepura Accessories & Consumables Return Conditions
Non-consumable accessories are returnable and refundable within 14 days if they are in original condition, not opened and not installed, and will be inspected prior to credit issuance. Credit may be denied under any one of the following conditions:
- Consumable items (Sepura Bags and Sepura Filters) are currently non-returnable
- The accessory is not defective
- The accessory is not manufactured by Sepura (i.e., Competitive product)
- The accessory is missing components
- Internal components of the accessory are missing
- The accessory is damaged due to customer handling and is no longer in working condition
Upon receipt of the returned item, we will fully examine it and notify you via email (within a reasonable period of time) whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment. Please note that these refunds can take 5-10 days to appear in the account associated with the charge reversal.
Make a Warranty Claim
If you need to make a warranty claim please contact support here.
***Please DO NOT submit your Sepura for return independently; please DO NOT refuse your delivery to send back to us.***
