Returns & Refunds

ORDER CANCELLATION & RETURN

You can cancel and return your purchase within 30 days. If you place an order for several products and they are delivered separately, then your 30 days will start the day after you receive the last product on your order.

To be eligible for a full refund, customers must ensure:

  • The products are unopened and unused.
  • There are no signs of damage.
  • The seals on the product(s) are intact.
  • The products are within their designated shelf life.

Once SIBIONICS has been notified of a product return, the products must be received by SIBIONICS with 28 days. The customer is entitled to a full refund(including initial standard delivery charge)within 14 days of SIBIONICS receiving the goods back from the customer. The customer will be responsible for the return cost. 

If you cancel your order before receiving the notification of shipment, you will receive a full refund of your purchase price.

If you cancel your order after shipment, but before delivery, and the package can be intercepted, then we'll make a deduction from the refund for the shipping fee. 

If the return is due to your own reasons(e.g., not liking the product, or ordering the wrong quantity, or product), we'll make a deduction from the refund for the shipping fee. 

If the warehouse verifies the returned product to be unsaleable, for example, the sealing sticker has been removed, the packaging has been damaged, etc., then the product cannot be refunded. The warehouse will destroy this returned product as a defective product, and the destruction fee of €0.45 / unit will be borne by the user.

PRODUCT REPLACEMENT

Due to the nature of the medical device, SIBIONICS is unable to accept the return of opened products.

If the sensor is used correctly within its 14-day service life, we will provide a product replacement for any quality-related issues.

To be eligible for a product replacement, customers must ensure:

(i) The product has been used correctly. This means adhering to the manufacturer's usage & storage guidelines, instructions, and recommendations. Any misuse or improper handling of the product may not be eligible for a replacement.

(ii) Submit product information, order details, and valid screenshots/videos of the malfunctioning product(s) to SIBIONICS’ customer support team.

How to proceed with after-sale services? (i.e data accuracy, fall off)

Please keep the sensor on if possible and contact our customer service for troubleshoot promptly if you have an issue.


To better assist you, please send us the following information that applicable:
1. A screenshot of the app platform displaying the error message
2. For issues regarding accuracy - 2 sets of data compairson photos (Please email us for "how to compare" in details).
3. LT/AA (for cgm) number or connection code of the sensor (This is extremely important for replacement as we repalce1 sensor for each code provided)
4. A photo of the application site to see if properly applied (where the sensor is worn on your arm)
5. A photo of the sensor to check the soft needle/probe/electrode status if already removed
6. A photo that showing the small hole on the sensor to see if improperly assembled
7. Your order ID

If you contact us after 14 days, we may not be able to fulfill your request as the sensor would have already been used for its intended service time. We appreciate your understanding.

Shipping Policy

Thanks for shopping with www.sibionicscgm.com. International shipping might experience delay due to distance. If  you have any questions, contact support@sibionics.com so we can provide you with shipping assistance.

Order Processing Time

  • It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
  • Generally, orders are shipped within 3 working days of order confirmation/payment. Orders made on the weekends might experience delay.
  • Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Total Delivery Time = Processing Time + Shipping Time(depending on your location)

Shipping Address：

  • Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address. If a package is returned to us due to an incorrect or incomplete address provided by you (the customer), we will contact you immediately for a correction, and the package will be re-shipped at an additional shipping fee. You must include a daytime telephone number for all orders.

Tracking

  • You will receive an email when your order has been shipped. A tracking number will be provided. Please note: This may take longer during events or holidays.
  • Tracking information may take 48 to 72 hours to update.
  • If you cannot track your package normally, please contact us and we will resolve this issue within 48 hours.

Delivery Time Exceeded

Due to weather and holidays, international shipping may be delayed. If your order is delayed, please contact us by email salahuddin@pharmaworld-uae.com， we will promptly verify the situation with the shipping company. Thank you for your understanding and support.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
  • Orders can't be canceled once the parcel is shipped out.

About Tax

In seldom cases, orders may be charged the customs fees by your government, not our site, however we will be responsible for the charges.Please contact our after-sales team for processing.

Lost Shipments

If you believe your order has been lost by the courier, please cooperate with our customer support team by contacting the courier to issue a certificate of shipment loss or damage, so we offer you a resolution.

Email: salahuddin@pharmaworld-uae.com

Address: