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 you notify SIBIONICS of your intent to return, the product(s) must arrive at our warehouse within 28 days of the return request. Refunds will be processed within 14 days after we receive and inspect the returned product(s). Return shipping costs are the responsibility of the customer.

Order Cancellation Scenarios
  • If you cancel your order before receiving the shipment confirmation, you will receive a full refund of the purchase price.
  • If you cancel after shipment but before delivery, and the shipment can still be intercepted, the shipping fee will be deducted from your refund.
  • If the return is due to personal reasons (e.g., change of mind, incorrect product or quantity ordered), the shipping fee will also be deducted from your refund.

If the returned item is determined to be unsaleable—for example, if the seal has been broken or the packaging is damaged—it will not be eligible for a refund. The returned item will be classified as defective and disposed of accordingly. A disposal fee of €0.45 per unit will be charged to the customer in such cases.

RETURN ADDRESS

2/F., EVERGAIN PLAZA, 88 CONTAINER ROAD SOUTH RD

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.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.