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 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 In accordance with European consumer rights legislation, customers are granted the right to return their orders within 14 days from the receipt date, without needing to provide a reason, as this right applies to transactions made with DiaX Medical through its trade names, including GlucoSensor and GlucoSensor.com.
1.3 Privacy and data protection: 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 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 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 Returns that do not meet these criteria may be refused, affecting the refund by DiaX Medical.
ARTICLE 3: RETURN PROCEDURE
3.1 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 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 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 The costs of returning the product are the responsibility of the customer.
ARTICLE 4: REFUND PROCESSING
4.1 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 Refunds will be processed using the original payment method unless otherwise agreed with DiaX Medical.
4.3 DiaX Medical reserves the right to issue a partial refund or refuse a refund entirely if the returned product is damaged or does not meet the specified return criteria.
ARTICLE 5: NON-RETURNABLE ITEMS
5.1 Due to hygiene and health protection reasons, products that have been opened after delivery are not returnable. This applies specifically to the GlucoSensor CGM system, including opened or used GlucoSensor™ Sensor packages and GlucoSensor™ Transmitters.
5.2 This non-return policy ensures the safety and hygiene of medical products in compliance with EU health regulations.
ARTICLE 6: RESOLUTION OF COMPLAINTS AND DISPUTES
6.1 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, via email at support@glucosensor.com, or by postal mail at:
GlucoSensor, Vincent van Goghweg 5, 1861 CD Bergen, Netherlands.
6.2 Disputes arising from or related to this policy will be submitted to and settled by the competent Dutch court, in accordance with the jurisdiction for DiaX Medical, unless otherwise agreed through arbitration as described in the Website EULA.
ARTICLE 7: TOTAL AGREEMENT
This Returns and Refund Policy constitutes one part of the Total Agreement between you and GlucoSensor™. Together with our Website End-User License Agreement (Website EULA), App End-User License Agreement (App EULA), General Delivery Conditions, Sensor Replacement Policy, and Privacy Policy, this Returns and Refund Policy outlines the rights, responsibilities, and expectations governing product returns and refunds.
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