SiBio After-Sales Policy

At SiBio, we are committed to empowering the global keto community through intelligent biotechnology. But we believe a meaningful product experience goes beyond technology itself.

Every sensor represents a real part of your daily journey, which is why we take product performance, customer feedback, and after-sales support seriously. When something does not go as expected, our team is here to listen, understand the situation, and help you find the appropriate next step with care and clarity.

Our Core Commitment

We understand that a dependable sensor experience matters. If something does not feel right, our support team is here to listen, carefully review your experience, and help identify the most appropriate next step.

1. Every request is reviewed individually according to the reported issue, the sensor’s usage status, and the information provided.
2. When an eligible sensor concern is confirmed, SiBio will provide appropriate after-sales support in accordance with this policy.
3. We are committed to keeping the process clear, fair, and respectful so that you can continue your keto journey with confidence.

Applicable Conditions

This policy applies to CKM sensors purchased directly through SiBio’s official website within the previous three months.

Support for Replacement Sensors

If a replacement sensor experiences another issue, eligibility for further support will be assessed using the combined usage period of the original and replacement sensors.

1. If the combined usage period is less than 14 days , one final after-sales service may be provided.
2. If the combined usage period exceeds 14 days , no further after-sales service will be available.
3. Once the final after-sales service has been completed, no additional after-sales support will be available for that sensor, regardless of its subsequent usage period.

Information Required for Review

Providing complete information helps us understand your experience and assist you more efficiently. When contacting us, please include:

1. Order information: Your order number or purchase email.
2. Sensor information: Sensor ID, QR code, or a clear photo of the packaging.
3. Issue description: A clear and concise description of what happened.
4. Supporting data: Relevant app screenshots, sensor data, and comparison data where requested.

Transparency in Service

We publish our after-sales terms to help every customer understand the available service scope before submitting a request. We encourage you to review this policy carefully and provide the requested information so that our team can evaluate your case fairly and efficiently.

Any updates to this policy will be published on our website. Please refer to the latest version before requesting after-sales support.

Dedicated Support

Your experience matters to us. Whether you have a question about your CKM sensor, need help understanding an issue, or would like to request after-sales support, our team is ready to assist you with care and respect.