GLUCOSENSOR™ RETURNS AND REFUND POLICY
This Returns and Refund Policy is governed by the Website End-User License Agreement (Website EULA) and applies to all purchases made through GlucoSensor.com. For product and service use through the GlucoSensor mobile application, refer to the App End-User License Agreement (App EULA).
SUMMARY
The key points below briefly highlight important aspects of the Returns and Refund Policy for purchases made through GlucoSensor.com. These points are for convenience only. We advise reading the full Returns and Refund Policy to fully understand the terms and conditions.
Key points:
• Return Conditions: Products purchased through GlucoSensor.com must remain unopened, in their original packaging, and in the same condition as received. Failure to meet these conditions may result in refusal of the return shipment. Returns should be sent to GlucoSensor, Vincent van Goghweg 5, 1861 CD Bergen, Netherlands.
• Return Window: Customers may return products purchased through GlucoSensor.com within 14 days of receipt in accordance with European consumer rights, provided they meet the specified conditions. Including a note with the name, order/invoice number, and reason for return is recommended.
• Return Shipping Costs: The cost of returning the product is borne by the consumer.
• Refunds: GlucoSensor™ will issue a refund within 14 days of receiving the return shipment via the original payment method. Partial refunds or refusals may apply if the product is damaged or fails to meet return conditions.
• Non-returnable Items: The GlucoSensor™ CGM system, as a medical product, cannot be returned if opened or used due to hygiene and health protection reasons.
• Questions, Complaints, and Disputes: Can be directed to the Customer Service of GlucoSensor.com via the website, email, or postal mail.
ARTICLE 1: GENERAL PROVISIONS
1.1 SCOPE OF APPLICATION
This Returns and Refund Policy applies to all transactions conducted through the GlucoSensor.com website, governed by the Website End-User License Agreement (Website EULA) and operated by DiaX Medical B.V. (“DiaX Medical”), a legally registered entity in the Netherlands.
1.2 RIGHT OF WITHDRAWAL
In accordance with European consumer rights legislation, customers are granted the right to withdraw from their purchase and return their orders within 14 calendar days from the date of receipt, without providing a reason. This right applies to transactions made with DiaX Medical through its trade names, including GlucoSensor and GlucoSensor.com.
This right of withdrawal is subject to exceptions under EU law, specifically for products that are opened after delivery and cannot be returned for health or hygiene reasons (see Article 5).
1.3 DATA PROTECTION AND PRIVACY
All personal data collected during the return and refund process will be handled in compliance with the Privacy Policy and GDPR. The customer’s personal data, including name, address, and order details, will be used solely for processing the return, issuing a refund, or handling any related disputes. For further details on data processing and your rights, please refer to the Privacy Policy.
ARTICLE 2: ELIGIBILITY FOR RETURN
2.1 RETURN CONDITIONS
For a return to be accepted, products must remain unopened, retain their original packaging, and be in the same condition as received. Proper shipping packaging is crucial to ensure that returns arrive undamaged at DiaX Medical.
2.2 RETURN ADDRESS
Returns should be sent to the following address:
GlucoSensor, Vincent van Goghweg 5, 1861 CD Bergen, Netherlands.
Please note that this address is for mailing purposes only and is not open to the public for visits or in-person inquiries.
2.3 REJECTION OF RETURNS THAT DO NOT MEET THE RETURN CONDITIONS
Returns that do not meet these criteria may be refused, affecting the refund by DiaX Medical.
ARTICLE 3: RETURN PROCEDURE
3.1 INITIATING A RETURN
Customers wishing to return a product must first verify that their return meets the conditions described in Article 2. After confirming the conditions, consumers can return their product within 14 days of receipt. Returns can be made without prior contact with Customer Service of GlucoSensor.com for return authorization.
3.2 INCLUSION OF RETURN INFORMATION (RECOMMENDED)
It is recommended that consumers include a brief note with their return, providing name details, the reason for return, and any relevant order information to facilitate processing by DiaX Medical.
3.3 PACKAGING REQUIREMENTS
All eligible returns must be shipped to the return address specified in clause 2.2. Customers are responsible for securely packaging the product to prevent damage during transportation and to meet the specified return conditions.
3.4 RETURN SHIPPING COSTS
The costs of returning the product are the responsibility of the customer.
ARTICLE 4: REFUND PROCESSING
4.1 REFUND PROCEDURE
Upon receipt and inspection of the return shipment, and provided all return conditions are met, DiaX Medical will issue a refund to the customer’s account within 14 days.
4.2 PAYMENT METHOD
Refunds will be processed using the original payment method unless otherwise agreed with DiaX Medical.
4.3 PARTIAL OR DENIED REFUNDS
DiaX Medical reserves the right to issue a partial refund or to deny a refund entirely if the returned product is damaged, used, or does not meet the return criteria. The reduction in refund amount will reflect the diminished value of the returned product, as permitted under EU consumer legislation.
ARTICLE 5: NON-RETURNABLE ITEMS
5.1 EXCEPTION UNDER EU LAW
In accordance with Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to sealed products that are not suitable for return due to health protection or hygiene reasons once unsealed. Accordingly, GlucoSensor™ products that have been opened after delivery cannot be returned.
5.2 SCOPE OF NON-RETURNABLE ITEMS
This restriction applies in particular to medical components of the GlucoSensor™ CGM System, including but not limited to opened or used GlucoSensor™ Sensor packages and GlucoSensor™ Transmitters. These items are considered personal-use medical devices and are excluded from return once their protective seals have been broken or once they have been used.
5.3 EXCLUSION FROM RETURN RIGHTS UNDER EU CONSUMER LAW
This non-returnability policy is intended to ensure the safety and hygiene of medical products in compliance with applicable EU regulations and reflects the nature of the GlucoSensor™ CGM System as a regulated medical device.
ARTICLE 6: RESOLUTION OF COMPLAINTS AND DISPUTES
6.1 CUSTOMER SERVICE CONTACT
All questions and complaints regarding the return process or this Refund Policy should be directed to the Customer Service of GlucoSensor.com via the website www.glucosensor.com, via email at support@glucosensor.com, or by postal mail at:
GlucoSensor, Vincent van Goghweg 5, 1861 CD Bergen, Netherlands.
6.2 GOVERNING LAW AND DISPUTE RESOLUTION
Disputes arising from or related to this policy will be governed by Dutch law and submitted to the competent courts of the Netherlands, unless otherwise resolved through binding arbitration as described in the Website End-User License Agreement (Website EULA), including any applicable opt-out provisions.
ARTICLE 7: LANGUAGE
7.1 LEGALLY BINDING LANGUAGE VERSION
This Returns and Refund Policy has been drafted in the English language. In the event of any discrepancy between the English version and a translated version, the English version shall prevail as the legally binding document.
7.2 TRANSLATIONS PROVIDED FOR INFORMATIONAL PURPOSES ONLY
For the convenience of customers, DiaX Medical B.V. may provide unofficial translations of this policy in other European Union languages. These translations are intended solely for informational purposes and do not carry legal authority. In the case of any inconsistency, the English version will govern.
7.3 CONTACT FOR CLARIFICATION
Customers are encouraged to refer to the English version for the most accurate and authoritative text. If clarification is needed, please contact DiaX Medical B.V. directly.
ARTICLE 8: TOTAL AGREEMENT
This Returns and Refund Policy forms part of the broader contractual framework between you and DiaX Medical. Together with the Website End-User License Agreement (Website EULA), App End-User License Agreement (App EULA), General Delivery Conditions, Sensor Replacement Policy, and Privacy Policy, this document collectively governs your rights and obligations regarding returns, refunds, and product use.
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