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.