Returns & Refunds
Return Requirements:
Unauthorized returns of ketone monitoring sensors will not be accepted.
Please submit a return request within 14 days of receiving the ketone monitoring sensor.
To be eligible for a return or exchange, the ketone monitoring sensor must be in the same condition as when you received it, with no signs of wear or use, must have the labels intact, and must be in its original packaging. Additionally, you will need to provide the purchase receipt or order confirmation.
Return and Exchange Process
1. Submit a Return Request:
Please contact our customer support team via email at support@sibiosensor.com, attach photos and/or videos of the ketone monitoring sensor, explain the reason for the return, and provide the order number. Our customer service representatives will review your return request for eligibility within 3 business days.
2. Ship the Product Back:
If your return request is approved, we will provide you with the return address and detailed return instructions. Please ensure that you follow our instructions to ensure the safe delivery of the ketone monitoring sensor. Unauthorized returns will not be accepted.
3. Product Inspection and Processing:
Once we receive your return, we will inspect its condition within 3-5 business days. Depending on the inspection results, we will provide the appropriate resolution, including a refund or exchange.
The following items are not eligible for return:
Promotional items are non-refundable.
Customer-caused damage to ketone monitoring sensors or missing sensors are not eligible for refunds.
Return Costs:
If the return is due to the buyer's reasons (e.g., not liking the ketone monitoring sensor or ordering the wrong quantity, product, or size), the buyer is responsible for the shipping costs.
Refunds:
Once we receive and approve your return, we will notify you of the refund approval. If approved, the refund will be processed within 2-3 business days using the original payment method.
If you haven't received your refund after 2-3 business days, please first check your bank account. If the issue remains unresolved, contact your bank or credit card company. Formal refunds may take some time. If you've completed these steps and still haven't received a refund, please contact us at support@sibiosensor.com.
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.
Order Cancellation:
If you contact us immediately after making a purchase, we can assist you in canceling the order. If your payment has been completed but the package has not been shipped, you can cancel the order before shipment. We will refund your payment in full.
Once the package has been shipped, the order cannot be canceled. Canceling the order after this time may result in additional charges. If you need more information, please contact our customer support team. Delayed cancellations may incur extra fees.
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.
Contract Cancellation:
Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, consumers have the right to cancel a contract within 14 days from the day they physically possess the ketone monitoring sensor. The contract is then deemed terminated, and the consumer has the right to a full refund (including the initial standard delivery cost) within 14 days of receiving the returned goods. The condition is that the consumer can return the ketone monitoring sensors, but they must ensure they are sealed and the seals have not been broken.
Warranty Policy:
Currently, If the product is defective due to reasons other than human misuse, after-sales support is available. If you have any questions or concerns about ketone monitoring sensors, please feel free to contact us for support.
Email: support@sibiosensor.com
