GlucoSensor™ Q
Version: V010726
Effective date: 1 July 2026
Issued by: Maralvion sp. z o.o.
Applicable website: www.glucosensor.com
Applicable product: GlucoSensor™ Q Continuous Glucose Monitoring System, Model D1
Applicable sales channels: Official GlucoSensor Sales Channels
IMPORTANT RETURNS AND REFUND SUMMARY
S.1 This Returns and Refund Policy explains how Consumers and other Customers may return eligible physical products purchased through Official GlucoSensor Sales Channels, how statutory withdrawal rights are handled and how refunds are processed.
S.2 Consumers who buy eligible products at a distance normally have a fourteen (14) day right of withdrawal. For goods, the withdrawal period normally starts on the day after the Consumer or a third party designated by the Consumer, other than the carrier, receives the goods. For orders delivered in several parts, the period normally starts after receipt of the last good, lot or piece, where applicable.
S.3 A Consumer may exercise the statutory right of withdrawal by using the electronic withdrawal function made available on the Website where required, by sending a clear withdrawal statement to Customer Support, or by using the model withdrawal form included at the end of this Policy. No reason needs to be given.
S.4 After exercising the right of withdrawal, the Consumer must return the eligible products without undue delay and no later than fourteen (14) days after notifying Maralvion of the withdrawal, unless Maralvion has expressly agreed to collect the products or mandatory law provides otherwise.
S.5 The Consumer bears the direct cost of returning products unless Maralvion expressly agrees otherwise or mandatory law requires otherwise. Products must be returned safely, completely and, where applicable, with intact seals, original packaging, accessories, labels, manuals and protective materials.
S.6 Sealed Sensors and other sealed medical, sterile, personal use, hygiene or health protection products are not suitable for return once unsealed after delivery. Opened, unsealed, activated, applied, used, damaged, contaminated, tampered with or incomplete Sensors will normally not qualify for return under the statutory withdrawal right.
S.7 Do not send used Sensors, applicators or other materials that may contain biological material to Maralvion, the Manufacturer, the Authorised Representative or any service provider unless Customer Support expressly instructs you to do so and provides hygiene, packaging and shipping instructions.
S.8 Where a valid withdrawal is exercised for eligible products, Maralvion will reimburse the eligible payments using the original payment method, unless another method is agreed. Maralvion may withhold reimbursement until it has received the products back or the Consumer has supplied evidence of return, whichever occurs first, where permitted by law.
S.9 Sensor malfunctions, activation failures, early termination, detachment, performance concerns, packaging defects, product complaints, statutory conformity claims and product safety matters are handled under the Sensor Replacement Policy, the General Delivery Terms, the IFU, product labelling, mandatory applicable law and any applicable product safety procedures, not solely under ordinary return rules.
S.10 This summary highlights key points only. It does not replace the full Returns and Refund Policy, the General Delivery Terms, the Sensor Replacement Policy, the Website EULA and Terms of Use, the App EULA, the Privacy Policy, the IFU, product labelling, safety notices, mandatory consumer rights, statutory conformity rights, product liability rights or medical device obligations that apply. To the extent permitted by mandatory applicable law, the English version is the controlling version for interpretation.
ARTICLE 1. DEFINITIONS
1.1 In this Returns and Refund Policy, the following terms have the meanings set out below. References to “this Policy” mean this Returns and Refund Policy. Capitalised terms not defined in this Policy have the meaning given to them in the General Delivery Terms or another applicable Legal Document, unless the context requires otherwise.
1.2 “Account” means a user or customer account created or used through the Website, webshop, App or related account environment to place or manage orders, access support features, submit requests or use related GlucoSensor™ Q services.
1.3 “App” means the GlucoSensor™ Q mobile application made available by or on behalf of Maralvion for use with the GlucoSensor™ Q System.
1.4 “Authorised Representative” means Firsteck Bio S.r.l., Via Salvatore Quasimodo 36/38, 40013 Castel Maggiore, Italy, acting as authorised representative of the Manufacturer within the European Union for GlucoSensor™ Q, where and to the extent indicated in the applicable regulatory documentation.
1.5 “Customer” means any person or entity that purchases or orders a Product through an Official GlucoSensor Sales Channel. A Customer may be a Consumer or a business customer.
1.6 “Consumer” means a natural person acting for purposes that are wholly or mainly outside that person’s trade, business, craft or profession.
1.7 “Customer Support” means support provided through official GlucoSensor support channels by Maralvion or by an Authorised Service Provider acting on behalf of Maralvion.
1.8 “Dreisam” or “Manufacturer” means Dreisam (Beijing) Medical Technology Co., Ltd., Liangshuihe 1st Street, Room 101, 1F, Building 9, Zone 1, Court 7, Beijing 100176, P.R.C., as legal manufacturer of the GlucoSensor™ Q System.
1.9 “GlucoSensor™ Q System” or “System” means the CE marked Class IIb GlucoSensor™ Q Continuous Glucose Monitoring system, Model D1, manufactured by Dreisam and made available by Maralvion under the GlucoSensor™ Q brand in selected European markets.
1.10 “Instructions for Use” or “IFU” means the manufacturer approved instructions, warnings, precautions, contraindications, operating requirements, placement requirements, compatibility requirements, storage requirements, troubleshooting instructions, disposal instructions and other safety information supplied with or made available for GlucoSensor™ Q.
1.11 “Legal Documents” means the General Delivery Terms, the Website EULA and Terms of Use, the App EULA, the Privacy Policy, this Returns and Refund Policy, the Sensor Replacement Policy, the Legal Disclaimer for the GlucoSensor™ Q App, the Website Legal Disclaimer and any other legal terms or policies published by Maralvion for GlucoSensor™ Q.
1.12 “Maralvion”, “we”, “us” or “our” means Maralvion sp. z o.o., with its registered office at Pl. Władysława Andersa 3, 11th Floor, 61-894 Poznań, Poland, registered in the Polish National Court Register under KRS number 0001235440.
1.13 “Official GlucoSensor Sales Channels” means the Website, webshop and any other sales channel expressly identified or approved by Maralvion for the sale of GlucoSensor™ Q Products.
1.14 “Product” means a physical product supplied by Maralvion through an Official GlucoSensor Sales Channel, including Sensors and any related physical accessory, package, bundle or replacement product, unless the context requires otherwise.
1.15 “Refund” means the reimbursement of an eligible amount paid by the Customer, where required or approved in accordance with this Policy, the General Delivery Terms or mandatory applicable law.
1.16 “Return” means the return of a physical Product to the return address or return process expressly confirmed by Maralvion or made available through an official return process.
1.17 “Sensor” means the disposable GlucoSensor™ Q sensor assembly with an integrated transmitter, supplied in or with an applicator and intended to be applied, activated, worn, used, removed and disposed of in accordance with the IFU. Each Sensor is intended for single use. GlucoSensor™ Q does not use or require a separate reusable transmitter.
1.18 “Website” means the GlucoSensor website, webshop and related online Account environment operated by or on behalf of Maralvion at www.glucosensor.com.
1.19 “Withdrawal” means a Consumer’s exercise of a statutory right to cancel an eligible distance contract within the applicable withdrawal period without giving a reason, subject to the exceptions and conditions set out in applicable law and this Policy.
1.20 “Withdrawal Function” means an electronic function made available through the Website or other online interface, where required by applicable law, that enables a Consumer to submit an online statement exercising the statutory right of withdrawal.
ARTICLE 2. SCOPE, LEGAL FRAMEWORK AND MANDATORY RIGHTS
2.1 This Policy applies to Returns and Refunds for physical Products purchased directly from Maralvion through Official GlucoSensor Sales Channels. It does not apply to purchases from independent retailers, marketplaces, private sellers, unauthorised resellers or other third party sellers unless Maralvion expressly confirms otherwise.
2.2 This Policy is part of the broader legal framework governing the purchase, delivery, return, refund, replacement, support and use of GlucoSensor™ Q Products. It must be read together with the General Delivery Terms, the Sensor Replacement Policy, the Website EULA and Terms of Use, the App EULA, the Privacy Policy, the IFU, product labelling, safety notices and any other applicable Legal Documents.
2.3 This Policy governs ordinary returns, statutory withdrawal rights and refund administration for physical Products. It does not govern App licensing, App access, account suspension, customer support limitations, product replacement eligibility, medical advice, treatment decisions, personal injury claims, product liability claims, product safety investigations or medical device vigilance procedures, except where this Policy expressly refers to those matters.
2.4 This Policy does not exclude, restrict or replace any mandatory statutory right, remedy, obligation or liability under applicable consumer protection law, product conformity law, product liability law, medical device law, data protection law or other mandatory applicable law. Where mandatory law provides a stronger or non-waivable right or remedy, that law prevails to the extent of the conflict.
2.5 The right of withdrawal described in this Policy applies only to Consumers where a statutory right of withdrawal applies. Business customers, professional purchasers, resellers and other non-Consumers do not have a statutory consumer withdrawal right unless mandatory law provides otherwise or Maralvion expressly agrees to a return.
2.6 Nothing in this Policy creates a commercial warranty, durability guarantee, automatic replacement entitlement, unconditional refund right or right to return opened, unsealed, activated, applied, used, damaged or hygiene-sensitive Products, except where mandatory applicable law requires otherwise.
2.7 Maralvion may refuse, suspend or investigate a Return or Refund request where there are objectively reasonable indications of fraud, abuse, unauthorised resale, duplicate claims, altered evidence, deliberate damage, misuse of the support process, misuse of multiple Accounts or another attempt to obtain a Return, Refund or replacement without a valid basis.
2.8 The provision of a Refund, return label, return instruction, troubleshooting assistance, replacement, goodwill solution or other practical assistance does not, by itself, constitute an admission that a Product was defective, non-conforming or unsafe, that Maralvion or another party caused any loss, injury or damage, or that Maralvion accepts liability beyond its mandatory legal obligations.
ARTICLE 3. STATUTORY RIGHT OF WITHDRAWAL FOR CONSUMERS
3.1 Subject to the conditions and exceptions in this Policy and mandatory applicable law, a Consumer who purchases an eligible Product at a distance through the Website has the right to withdraw from the sales contract within fourteen (14) days without giving a reason.
3.2 For a sales contract concerning one Product, the withdrawal period normally expires fourteen (14) days after the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the Product.
3.3 For a sales contract concerning multiple Products ordered by the Consumer in one order and delivered separately, the withdrawal period normally expires fourteen (14) days after the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the last Product, lot or piece, where applicable.
3.4 To exercise the right of withdrawal, the Consumer must inform Maralvion of the decision to withdraw by an unequivocal statement before the withdrawal period expires. The Consumer may use the Withdrawal Function where available and required, email Customer Support, send a written statement or use the model withdrawal form included at the end of this Policy.
3.5 The Consumer does not need to give a reason for exercising the statutory right of withdrawal. Maralvion may ask for a reason on a voluntary basis to improve products, logistics, support or customer experience, but the Consumer is not required to provide one for a valid statutory withdrawal.
3.6 The withdrawal deadline is met if the Consumer sends the withdrawal statement before the withdrawal period expires.
3.7 If Maralvion has not provided mandatory information about the right of withdrawal where required, the withdrawal period may be extended in accordance with mandatory applicable law. Nothing in this Policy limits such mandatory extension where it applies.
3.8 The statutory right of withdrawal is separate from statutory conformity rights, statutory remedies for defective or non-conforming Products, the Sensor Replacement Policy, product complaint handling and medical device safety reporting.
ARTICLE 4. HOW TO EXERCISE WITHDRAWAL
4.1 A Consumer may exercise the right of withdrawal by contacting Customer Support at support@glucosensor.com, by using the model withdrawal form included at the end of this Policy, or by any other clear statement that identifies the Consumer, the order and the decision to withdraw.
4.2 Where required by applicable law for distance contracts concluded through the Website or another online interface, Maralvion will make available a Withdrawal Function that allows Consumers to submit an online withdrawal statement. The Withdrawal Function may be provided through the Website, Account environment, order environment, support environment or another online interface used by Maralvion for this purpose.
4.3 Where the Consumer uses the Withdrawal Function, Maralvion will send an acknowledgement of receipt on a durable medium, such as email, where required by applicable law.
4.4 The Withdrawal Function is intended to facilitate statutory withdrawal. It does not create a right to return Products that are excluded from withdrawal, including sealed Sensors that have been unsealed after delivery for health protection or hygiene reasons.
4.5 If the Withdrawal Function is temporarily unavailable, unclear or not accessible, the Consumer may exercise the right of withdrawal by email or another clear statement sent to Maralvion before the deadline expires. Technical unavailability of an online function does not remove a mandatory withdrawal right.
4.6 A communication sent only to the Manufacturer, the Authorised Representative, a carrier, warehouse, fulfilment provider, payment provider, independent seller or another third party does not by itself constitute withdrawal from the sales contract with Maralvion unless Maralvion actually receives or expressly acknowledges that communication, or mandatory applicable law provides otherwise.
4.7 Maralvion may request reasonable information to identify the relevant order, Product, Customer or Consumer and to process the Return and Refund. This may include the order number, Account email address, name, delivery address, Product details, date of receipt and preferred contact method.
4.8 A Consumer should wait for or follow the return instructions provided by Maralvion before sending Products back, especially where the Products are medical device components, hygiene-sensitive Products or Products requiring a specific return address. This does not prevent the Consumer from meeting the statutory return deadline where the Consumer has already exercised withdrawal in time.
ARTICLE 5. RETURN CONDITIONS AND RETURN PROCEDURE
5.1 After exercising the right of withdrawal, the Consumer must send back or hand over the eligible Products without undue delay and in any event no later than fourteen (14) days from the day on which the Consumer informed Maralvion of the decision to withdraw, unless Maralvion has offered to collect the Products or mandatory law provides otherwise.
5.2 The deadline for returning Products is met if the Consumer sends back the eligible Products before the fourteen (14) day return period expires.
5.3 Products must be returned safely, hygienically, securely packaged and complete, including all accessories, packaging, labels, protective materials, manuals, inserts and free items that were supplied as part of the relevant Product or bundle, to the extent reasonably possible and subject to mandatory law.
5.4 For Products supplied with a hygiene seal, sterility seal, tamper evident seal, protective seal or sealed packaging for health protection or hygiene reasons, the seal and packaging must remain intact for the Product to qualify for return under the statutory withdrawal right, unless mandatory law provides otherwise.
5.5 The Consumer may inspect Products only to the extent necessary to establish their nature, characteristics and functioning, in a way comparable to what would normally be permitted in a shop. This inspection right does not allow a Consumer to unseal, activate, apply, use, wear, contaminate, damage, dismantle or otherwise compromise a sealed Sensor or another hygiene-sensitive Product where the withdrawal exception applies after unsealing.
5.6 The Consumer is responsible for securely packaging the Products for return so that they are protected against damage, contamination, loss and deterioration during transport. Maralvion may refuse or reduce a Refund where returned Products are damaged or diminished in value because of handling, packaging or use beyond what is necessary to establish their nature, characteristics and functioning, to the extent permitted by law.
5.7 Returns must be sent only to the return address expressly confirmed by Customer Support, stated in the return instructions, made available through the Withdrawal Function or otherwise designated by Maralvion for the relevant country or return type. Products must not be sent to Maralvion’s registered office, the Manufacturer, the Authorised Representative or an Authorised Service Provider unless Maralvion expressly instructs the Customer or Consumer to do so.
5.8 A Return sent to an incorrect address, sent without sufficient identification, sent without adequate postage, sent in unsafe or unhygienic condition, or sent contrary to Maralvion’s reasonable return instructions may be delayed, refused, disposed of, returned to sender or processed only after additional verification, subject to mandatory applicable law.
5.9 The Consumer should use a trackable shipping method and retain proof of shipment. The Consumer bears the risk of return shipment until the Products are received by Maralvion or by a person authorised by Maralvion to receive the Products, unless mandatory law provides otherwise.
5.10 The direct cost of returning Products is borne by the Consumer unless Maralvion expressly agrees to bear those costs, provides a prepaid return label for the relevant Return, or mandatory applicable law requires otherwise.
ARTICLE 6. NON-RETURNABLE PRODUCTS AND HYGIENE EXCLUSIONS
6.1 In accordance with applicable consumer law, the statutory right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery.
6.2 This exception applies in particular to Sensors and other sealed medical, sterile, personal use, hygiene-sensitive or health protection Products supplied by Maralvion where the seal, protective packaging or sterile packaging has been opened, broken, removed, damaged or otherwise compromised after delivery.
6.3 A Sensor is a single-use disposable medical device component with an integrated transmitter, supplied in or with an applicator and intended to be applied to the body and used in accordance with the IFU. Because of health protection, hygiene, sterility, product integrity and medical device safety considerations, a Sensor that has been unsealed, opened, activated, applied, worn, used, removed, contaminated, damaged, tampered with, re-packaged or otherwise compromised after delivery is not suitable for return under the ordinary withdrawal right, unless mandatory law provides otherwise.
6.4 The following Products will normally not be accepted for Return under the statutory withdrawal right: (a) opened or unsealed Sensors; (b) activated, applied, worn, used or removed Sensors; (c) Sensors with broken or missing hygiene, sterility or tamper-evident seals; (d) Products with compromised sterile packaging or protective packaging; (e) Products showing signs of use, contamination, biological material, fluid exposure, tampering, opening, modification, attempted repair or damage; (f) incomplete Products where essential parts, packaging, labels, manuals or safety information are missing; and (g) Products that cannot safely or lawfully be resold, re-supplied, inspected or handled because of health protection, hygiene, sterility, medical device or safety reasons.
6.5 A Product is not returnable merely because the Customer or User has changed their mind after opening, unsealing, activating, applying or using it, unless mandatory law provides otherwise.
6.6 A Product that is excluded from the ordinary withdrawal right may still be assessed under the Sensor Replacement Policy, the General Delivery Terms, statutory conformity rules, product complaint procedures, product safety procedures or mandatory applicable law where the Customer or User reports a suspected defect, non-conformity, malfunction, packaging defect or safety issue.
6.7 Maralvion may refuse to accept or process a Return that creates a hygiene, safety, sterility, contamination, transport, regulatory or legal risk. Used Sensors, applicators or materials that may contain biological material must not be sent back unless Maralvion expressly requests this and provides appropriate hygiene, packaging, shipping and handling instructions.
6.8 Where a non-returnable Product is sent back without authorisation or contrary to this Policy, Maralvion may refuse a Refund and may dispose of the Product safely, return it to the sender or take another proportionate action permitted by law. Any such action does not limit mandatory statutory rights that apply independently of the ordinary withdrawal right.
ARTICLE 7. REFUNDS AND REIMBURSEMENT
7.1 Where a Consumer validly withdraws from an eligible contract and returns the eligible Products in accordance with this Policy and mandatory applicable law, Maralvion will reimburse all eligible payments received from the Consumer for the returned Products.
7.2 Eligible reimbursement includes the standard delivery cost paid for the original delivery where reimbursement of delivery costs is required by mandatory law. If the Consumer expressly chose a delivery method more expensive than the least expensive standard delivery method offered by Maralvion, Maralvion is not required to reimburse the additional cost of that premium delivery method, unless mandatory law provides otherwise.
7.3 Maralvion will make reimbursement without undue delay and no later than fourteen (14) days after the day on which Maralvion is informed of the Consumer’s decision to withdraw, subject to Article 7.4 and mandatory applicable law.
7.4 For sales contracts involving goods, Maralvion may withhold reimbursement until it has received the Products back or until the Consumer has supplied evidence of having sent back the Products, whichever occurs first, unless Maralvion has offered to collect the Products or mandatory law provides otherwise.
7.5 Refunds will be made using the same means of payment as the Consumer used for the original transaction, unless the Consumer expressly agrees otherwise and provided that the Consumer does not incur fees as a result of such reimbursement, unless mandatory law permits otherwise.
7.6 Maralvion may deduct from the reimbursement any loss in value of the Products resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the Products, to the extent permitted by mandatory applicable law.
7.7 Maralvion may refuse or reduce a Refund where a Product is returned opened, unsealed, activated, applied, used, damaged, contaminated, incomplete, tampered with, outside the withdrawal period, without proof of purchase or otherwise outside the conditions of this Policy, except where mandatory law requires a different result.
7.8 Where only part of an order is validly returned, Maralvion may calculate the Refund proportionally. Maralvion may also adjust or reverse discounts, bundle benefits, free shipping thresholds, promotional benefits, subscription pricing benefits or free item eligibility where such benefits depended on the Products that are not returned, to the extent permitted by law and the applicable commercial terms.
7.9 Refunds may be delayed where the Customer or Consumer provides incomplete or incorrect information, where the order cannot be identified, where returned Products cannot be matched to the order, where payment provider processing is delayed, where fraud prevention review is required, where additional verification is reasonably necessary or where circumstances outside Maralvion’s reasonable control prevent timely processing. Mandatory statutory time limits remain unaffected where they cannot lawfully be extended.
7.10 Maralvion is not required to reimburse return shipping costs, customs costs, import duties, taxes, payment provider currency conversion costs, bank fees, packaging costs, premium delivery costs, failed delivery costs, costs of alternative products or monitoring methods, or other costs unless Maralvion expressly agrees, the relevant cost was caused by Maralvion’s breach, or mandatory law requires reimbursement.
ARTICLE 8. DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS
8.1 If a Product is delivered damaged, incorrect, incomplete or with visibly compromised packaging, the Customer or Consumer should contact Customer Support without undue delay and provide relevant information, photographs and order details. This helps Maralvion investigate the issue, preserve evidence and arrange an appropriate solution where required.
8.2 Notification under Article 8.1 does not replace any mandatory statutory right or remedy, and failure to notify immediately does not remove mandatory rights where such removal is not permitted by law. However, delayed notification may make assessment more difficult and may affect non-mandatory remedies where permitted by law.
8.3 A Product that is alleged to be defective, non-conforming, damaged or incorrect may be handled under the General Delivery Terms, statutory conformity rules, the Sensor Replacement Policy, product complaint procedures, product safety procedures or mandatory applicable law, depending on the nature of the issue.
8.4 A Sensor issue after opening, activation, application, wear or use is normally assessed under the Sensor Replacement Policy rather than as an ordinary Return under the statutory withdrawal rules. This includes alleged Sensor malfunction, activation failure, early termination, detachment, adhesion issue, performance concern, packaging defect, error message or other Product issue occurring before or during use.
8.5 If Maralvion determines that a statutory remedy applies, Maralvion will provide the remedy required by mandatory applicable law. This may include replacement, repair where applicable, price reduction, termination, refund or another remedy required by law, depending on the circumstances.
8.6 If a Product complaint or safety issue may require regulatory handling, Maralvion may record, classify, retain, assess and forward relevant information to the Manufacturer, the Authorised Representative, an Authorised Service Provider, a competent authority or another legally authorised recipient where necessary or required for complaint handling, quality management, product traceability, post market surveillance, vigilance, regulatory reporting, corrective action, legal compliance or protection of Users.
8.7 The commercial approval or rejection of a Return, Refund or replacement request does not determine whether a product complaint, suspected non-conformity, safety matter, reportable event, corrective action or regulatory investigation exists.
8.8 Reporting a complaint, suspected defect, adverse event or serious incident does not replace seeking medical care. If you have symptoms, urgent concerns or health related questions, you must seek appropriate medical advice or emergency assistance directly.
ARTICLE 9. SUBSCRIPTIONS, BUNDLES, PROMOTIONS AND PARTIAL RETURNS
9.1 Subscription cancellation, subscription renewal, future scheduled deliveries and subscription management are governed primarily by the General Delivery Terms and any subscription terms made available at checkout or in the Account environment.
9.2 Withdrawal from or return of a delivered subscription shipment is governed by this Policy for eligible unopened Products, and by the Sensor Replacement Policy, General Delivery Terms and mandatory applicable law for Product issues, defects or non-conformity claims.
9.3 Cancelling a Subscription normally prevents or affects future scheduled shipments only. It does not automatically create a right to return or receive a refund for Products already delivered, opened, unsealed, activated, applied, used or otherwise excluded from return, unless mandatory law provides otherwise.
9.4 Where Products are sold as part of a bundle, starter package, promotional package, discounted package, subscription package or package with free items, Maralvion may require return of the complete package to provide a full Refund, unless mandatory law provides otherwise.
9.5 If only part of a bundle or promotional package is returned, Maralvion may reduce the Refund to reflect the retained Products, lost bundle benefit, lost promotional benefit, value of free items, loss of free shipping threshold or other pricing conditions that were linked to the original order, to the extent permitted by law.
9.6 Free Products, samples, accessories, promotional items, discount benefits, loyalty benefits or other benefits supplied with an order must be returned where they are linked to the Product being returned and where return is reasonably possible, unless Maralvion expressly waives that requirement or mandatory law provides otherwise.
9.7 Discount codes, credits, vouchers, promotional offers and subscription prices have no cash value unless expressly stated otherwise or mandatory law requires otherwise. A Refund will normally not exceed the amount actually paid for the returned eligible Product, subject to mandatory applicable law.
ARTICLE 10. RETURN SHIPPING, INSPECTION AND PROCESSING
10.1 Returns are processed after Maralvion or a person authorised by Maralvion receives the returned Products, or after the Consumer supplies evidence of return where Maralvion may not lawfully withhold reimbursement beyond that point.
10.2 Maralvion may inspect returned Products, packaging, seals, accessories, labels, manuals, protective materials and shipping condition to determine whether the Products are eligible for Return, whether a Refund is due, whether a deduction for diminished value applies and whether a product complaint or safety issue should be recorded or escalated.
10.3 Inspection of a returned Product is a commercial and operational assessment for return processing. It does not replace any technical root cause analysis, regulatory assessment, product safety investigation, conformity assessment or medical device vigilance determination that may be required by the Manufacturer, the Authorised Representative, Maralvion or a competent authority within their respective roles.
10.4 If a returned package contains Products or materials that were not expected, cannot be identified, are unsafe to handle, may contain biological material, appear contaminated, are damaged in transit or are not linked to an order, Maralvion may take reasonable steps to protect personnel, users, public health, product safety, data protection and legal compliance. This may include refusal, quarantine, disposal, additional verification or referral for complaint handling, subject to mandatory applicable law.
10.5 Maralvion may reject or delay processing of a Return if the returned Products cannot reasonably be matched to the relevant order because required information is missing. The Customer or Consumer should include the order number, name, Account email address and return reference where provided.
10.6 Maralvion may combine or cross reference related Returns, Refund requests, replacement requests, orders, Accounts, Product identifiers and support records where reasonably necessary to prevent duplicate refunds, investigate repeated issues, identify potential fraud, fulfil legal obligations or support product safety and quality management.
10.7 If Maralvion receives a returned Product after it has already issued a Refund and later discovers that the Product was not eligible for Return, or that the Refund was obtained through fraud, deliberate misrepresentation, manipulated evidence or concealment of material information, Maralvion may take proportionate steps permitted by law, including requesting repayment, offsetting against amounts owed or taking legal action.
ARTICLE 11. BUSINESS CUSTOMERS AND THIRD-PARTY PURCHASES
11.1 The statutory consumer right of withdrawal applies only to Consumers. Business customers, professional users, clinics, institutions, resellers, distributors and other persons or entities acting for purposes related to their trade, business, craft or profession do not have a statutory consumer withdrawal right unless mandatory law provides otherwise.
11.2 Returns by business customers are accepted only where expressly agreed by Maralvion in writing, required by the relevant contract, required by mandatory law, or necessary in connection with a product complaint, regulatory action, recall, field safety corrective action or other legally required process.
11.3 Where a Product was purchased from an independent retailer, reseller, marketplace seller or other third party, the Customer’s contractual and statutory sales claims must normally be addressed to that seller. Without assuming that seller’s contractual obligations, Maralvion may provide technical assistance, product complaint handling, regulatory cooperation or a discretionary support solution where Maralvion considers this appropriate.
11.4 Unless mandatory law provides otherwise, this Policy does not apply to Products obtained through private resale, unauthorised resale, unauthorised marketplace sellers, unauthorised commercial redistribution, import outside supported markets or other channels not approved by Maralvion.
11.5 Maralvion may refuse a Return or Refund request where the Product was resold, transferred, altered, relabelled, repackaged, separated from its original packaging, supplied outside authorised channels, used for unauthorised commercial redistribution or otherwise handled in a way that prevents safe, lawful or reliable return assessment, subject to mandatory applicable law.
ARTICLE 12. PRIVACY AND DATA PROTECTION
12.1 The processing of Personal Data, Health Data and other personal information in connection with Returns, Refunds, withdrawal requests, replacement requests, complaints, product safety reports, customer support communications and related processes is governed by the Privacy Policy and applicable data protection law.
12.2 Maralvion may process information such as name, contact details, delivery address, billing information, payment status, order details, Product details, return details, refund status, support communications, complaint information, photographs, screenshots, technical information and related records where necessary for return processing, refund administration, customer support, fraud prevention, accounting, legal compliance, product safety, regulatory compliance or the establishment, exercise or defence of legal claims.
12.3 The Consumer or Customer should not include unnecessary Health Data, glucose readings, medical history, medication details, personal identification numbers, payment card details, login credentials or other sensitive information in return packages, public comments or ordinary return communications.
12.4 If health-related information, symptoms, photographs, screenshots, Product complaint information or other potentially sensitive information is voluntarily provided to Customer Support or through a return, replacement or complaint channel, Maralvion may process that information in accordance with the Privacy Policy, applicable data protection law and applicable medical device obligations.
12.5 Maralvion may retain return, refund, complaint, replacement, accounting, tax, fraud prevention and product safety records for the periods required or permitted by applicable law and the Privacy Policy.
12.6 In the event of inconsistency concerning privacy, data protection, cookies, trackers or the processing of Personal Data, Health Data or other personal information, the Privacy Policy and any applicable cookie notice prevail for that subject matter.
ARTICLE 13. COMPLAINTS, DISPUTES AND ALTERNATIVE DISPUTE RESOLUTION
13.1 Questions or complaints concerning Returns, Refunds, withdrawal, delivery issues, replacement requests or this Policy should be submitted to Customer Support at support@glucosensor.com or through the support channels made available on the Website.
13.2 Maralvion aims to resolve Returns, Refunds, complaints and related disputes through Customer Support before further escalation. Customers and Consumers are encouraged to provide Maralvion with a reasonable opportunity to investigate the matter and propose an appropriate solution.
13.3 Where an applicable national alternative dispute resolution body is available and competent, a Consumer may have the option to submit an unresolved contractual dispute to that body. Maralvion will provide information concerning applicable alternative dispute resolution options where required by law.
13.4 This Policy does not impose mandatory arbitration on Consumers and does not limit a Consumer’s right to bring proceedings before the courts permitted under applicable EU and national consumer jurisdiction rules.
13.5 The European Commission’s former Online Dispute Resolution platform has been discontinued. Where a legal information requirement concerning alternative dispute resolution applies in a relevant market, Maralvion will provide the information required by applicable law through the Website, this Policy, the General Delivery Terms or another appropriate channel.
13.6 A product safety complaint, suspected incident, serious incident, adverse event, recall matter or medical device vigilance matter may be handled separately from an ordinary contractual complaint or Refund dispute, in accordance with applicable medical device law and product safety procedures.
ARTICLE 14. RELATIONSHIP WITH OTHER LEGAL DOCUMENTS
14.1 This Policy forms part of the broader legal framework governing the purchase, supply, return, refund, replacement, support and use of GlucoSensor™ Q Products and must be read together with the applicable Legal Documents, the IFU, product labelling, safety notices and mandatory product information.
14.2 This Policy primarily governs: (a) statutory withdrawal handling for eligible physical Products; (b) ordinary Return conditions; (c) Refund administration; (d) non-returnability of opened or unsealed hygiene-sensitive Products; (e) return shipping and processing; and (f) the relationship between ordinary returns and product issue handling.
14.3 The General Delivery Terms and mandatory applicable law govern the sales contract, statutory conformity, statutory remedies, delivery, contractual liability, product-related commercial claims, governing law and dispute resolution.
14.4 The Sensor Replacement Policy governs Sensor replacement eligibility, replacement request procedures, required evidence, exclusions from replacement, goodwill replacements and practical fulfilment of approved replacements.
14.5 The App EULA and the Legal Disclaimer for the GlucoSensor™ Q App govern access to and use of the App, App functionality, digital content and digital services, App-related technical requirements, alerts, reports, Manufacturer SDK-related functionality and applicable App use limitations.
14.6 The Website EULA and Terms of Use and the Website Legal Disclaimer govern access to and use of the Website, webshop, Account environment and Website content.
14.7 The Privacy Policy governs the collection, use, disclosure, transfer, storage, retention, security and deletion of Personal Data, Health Data, Product information, support information, return information, refund information, replacement information, complaint information and related records.
14.8 In the event of inconsistency between this Policy and another Legal Document, the document that most specifically governs the relevant subject matter applies to that subject matter. This Policy prevails for ordinary return and refund handling. The General Delivery Terms and mandatory applicable law prevail for statutory conformity rights and statutory remedies. The Sensor Replacement Policy prevails for Sensor replacement eligibility and handling. The Privacy Policy prevails for privacy and data protection matters. The IFU, product labelling, mandatory regulatory information and safety notices prevail for matters concerning safe and correct use.
14.9 Nothing in this Article allows any Legal Document to exclude, restrict or reduce a mandatory right, remedy, obligation or liability that cannot lawfully be excluded, restricted or reduced.
ARTICLE 15. CHANGES AND VERSION CONTROL
15.1 Maralvion may update this Policy where there is a valid reason to do so, including changes in applicable law, consumer protection requirements, medical device requirements, product information, safety requirements, Manufacturer instructions, return processes, refund processes, payment processes, fulfilment arrangements, service providers, customer support practices, fraud prevention measures or business operations.
15.2 Unless mandatory law provides otherwise, the version of this Policy made available as part of the contractual framework applicable to the purchase of the relevant Product normally governs the substantive ordinary Return and Refund conditions for that Product.
15.3 Maralvion may apply a later version of this Policy to an existing or subsequently submitted Return or Refund request where: (a) the later version provides a more favourable outcome for the Customer or Consumer; (b) the change is required by mandatory law, a competent authority, product safety requirements or applicable medical device obligations; (c) the change concerns only administrative, evidential, technical or procedural requirements and does not materially reduce an existing contractual or statutory right; or (d) the Customer or Consumer expressly agrees to application of the later version where such agreement is legally valid.
15.4 A product safety instruction, recall measure, field safety corrective action, regulatory restriction, competent authority instruction or other mandatory safety or regulatory measure may apply immediately to existing Products, pending Returns, pending Refunds and approved but unfulfilled remedies where required by applicable law or reasonably necessary to protect users.
15.5 The version number and effective date shown at the beginning of this Policy identify the applicable published version. Updated versions may be published through the Website, Account environment, App or another appropriate communication channel.
15.6 No update to this Policy will retroactively exclude or reduce a mandatory statutory right, remedy or protection that has already arisen in relation to a Product.
ARTICLE 16. LANGUAGE AND INTERPRETATION
16.1 This Policy has been drafted in English.
16.2 Maralvion may make translations or local-language versions of this Policy available through the Website, Website functionality, customer support, translation functionality or other communication channels for user convenience, market access, customer information or compliance support.
16.3 To the extent permitted by mandatory applicable law, the English version is the leading and controlling version for interpretation where there is an ambiguity, discrepancy or inconsistency between the English version and any translated or local-language version of this Policy.
16.4 Translated and local-language versions should be interpreted consistently with the English version as far as legally possible. If a translated or local-language version appears unclear, incomplete or inconsistent, Maralvion may correct, update or clarify that version.
16.5 Articles 16.2 to 16.4 do not exclude or reduce mandatory local consumer protection requirements, medical device language requirements, data protection transparency requirements or national rules governing the language in which contractual, consumer, privacy, product or safety information must be supplied, interpreted or made available.
16.6 Where a linguistic discrepancy concerns safe or correct use, intended purpose, indications, contraindications, warnings, precautions, product performance, product labelling, the IFU, App warnings, mandatory regulatory information or safety notices, the applicable manufacturer-approved IFU, product labelling, mandatory regulatory information and safety notices supplied in the language required by applicable law prevail for that specific matter.
16.7 Article headings are included for convenience and do not affect the interpretation of this Policy.
16.8 The words “including”, “includes”, “such as” and similar expressions are illustrative and do not limit the preceding words or the scope of the relevant provision.
16.9 If any provision of this Policy is found to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the minimum extent necessary to make it valid, lawful and enforceable while preserving its intended legal and commercial effect as far as possible. If a provision cannot lawfully be interpreted or limited in that manner, it will be treated as severed to the necessary extent. The remaining provisions will continue to apply to the fullest extent permitted by law.
ARTICLE 17. GOVERNING LAW, JURISDICTION AND CONTACT
17.1 This Policy, Returns, Refunds and withdrawal handling under it are governed by the laws of Poland, without prejudice to mandatory consumer protection provisions that apply in the country in which the Consumer has their habitual residence.
17.2 A Consumer may bring proceedings against Maralvion before the courts permitted under applicable EU and national consumer jurisdiction rules. Maralvion may bring proceedings against a Consumer only before the courts permitted under those rules.
17.3 This Policy does not impose mandatory arbitration on Consumers.
17.4 Return, Refund and withdrawal questions should be submitted to:
GlucoSensor Customer Support
Email: support@glucosensor.com
Website: www.glucosensor.com/support
17.5 A withdrawal statement may be sent to support@glucosensor.com or submitted through the Withdrawal Function where available. A Consumer may also use the model withdrawal form included at the end of this Policy, but use of that form is not mandatory.
17.6 Formal notices concerning a Return, Refund, statutory claim or related legal matter may be sent to:
Maralvion sp. z o.o.
Pl. Władysława Andersa 3
11th Floor
61-894 Poznań
Poland
KRS: 0001235440
NIP: 7831951730
Email: support@glucosensor.com
Contacting Customer Support does not replace a legally required formal notice, prescribed form or mandatory reporting procedure where applicable law requires a specific method or recipient.
17.7 Products must be returned only to the return address expressly confirmed by Customer Support, stated in the return instructions, made available through the Withdrawal Function or otherwise designated by Maralvion for the relevant country or return type. Products must not be sent to Maralvion’s registered office, the Manufacturer, the Authorised Representative or any service provider unless Maralvion expressly instructs the Customer or Consumer to do so.
17.8 The registered office and other postal addresses stated in this Policy, the Legal Documents, product packaging or product labelling may not be open to the public for visits, returns or in-person enquiries unless expressly stated otherwise.
ANNEX 1. MODEL WITHDRAWAL FORM
This form may be used by Consumers who wish to withdraw from an eligible distance contract. Use of this form is not mandatory. A Consumer may also exercise the right of withdrawal by using the Withdrawal Function where available or by sending any other clear withdrawal statement to Maralvion before the withdrawal period expires.
To:
Maralvion sp. z o.o.
Pl. Władysława Andersa 3
11th Floor
61-894 Poznań
Poland
Email: support@glucosensor.com
I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Order number:
Name of Consumer(s):
Address of Consumer(s):
Email address used for the order:
Signature of Consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.