SIBIONICS REPLACEMENT AND RETURN POLICY
SIBIONICS is dedicated to optimizing the glucose monitoring experience. SIBIONICS’s sensors are single use, disposable devices intended for up to 14 days of use before being discarded, with automatic glucose measurements captured every 5 minutes.
To ensure the best experience and comprehensive after-sales support, SIBIONICS guarantees a free replacement or refund if users experience significant performance deviations from expected functionality or detect device malfunctions within the sensor’s 14-day service life. We are committed to delivering a pleasant shopping experience.
The terms and conditions of our after-sales policy are as follows:
Core Commitment
- As a user of the SIBIONICS Continuous Glucose Monitoring (CGM) System, users will receive superior and flexible after-sales support, ensuring a smooth and uninterrupted monitoring experience.
- Recognizing the critical role of CGM products, we are committed to resolving issues promptly—even when it involves partially controllable additional costs—to protect both your experience and the continuity of your health management.
Applicable Conditions
| Classification of After-sales Issues | SIBIONICS After-sales Solutions |
|---|---|
| Product fails to function within 14 days due to quality defects | Replacement or full refund will be provided |
| Malfunctions caused by user operational errors (non-quality issues) | One-time replacement will be offered under the Goodwill Policy |
| The sensor falls off within 14 days due to non-user-related reasons | Free SIBIONICS Sensor replacement (up to 3 times within 1 year) |
| Goodwill replacement requests for sensors exceeding the above policies | Handled by the SIBIONICS Support Team according to the processes |
Please note:
*A second request for replacement or refund for the same non-manufacturing-related issue (user error or voluntary removal) may not be approved.
*SIBIONICS reserves the right to modify this policy at its sole discretion at any time.
Transparency in Service
- To ensure the fair rights of all users, the specific after-sales terms and service scope have been published on our website. Users are encouraged to review this information carefully before submitting after-sales service requests to avoid misunderstandings.
- Any updates to the after-sales terms and conditions will be published promptly on our website, and users may access the most current version at any time prior to requesting after-sales services.
Professional After-Sales Team, Dedicated Service Throughout
Our highly trained and experienced professional after-sales team is committed to delivering exceptional online service 7 days a week, 9 hours a day. Users may contact us at any time through multiple channels —including email and online chat, for operational inquiries, device-related issues, or after-sales support during use. We are committed to promptly addressing user feedback to ensure user concerns are resolved in a timely and effective manner.
Multiple service portals, reachable at any time
Online Chat
Click to chat with a customer service agent for instant solutions.
Start ChatService Hours:
Online Consultation Availability, Covering Central European Time Zones
08:00–17:00
Dedicated Email
Send us an email with the following information:
1. Order info – order number or purchase email
2. Device info – e.g., photo of the box side with QR code
3. Issue details – app screenshots or a clear description
The more details you provide, the quicker we can help.
Email Ussupport@sibionics.com
Longterm Technical Support and Continuous Upgrades
We provide longterm technical support to all users, readily available to address any technical queries encountered during device use or prior to purchase. As technology evolves, we are committed to delivering ongoing software upgrades and continuously innovating our product line to stay at the forefront of the health monitoring industry.
We firmly believe that high-quality after-sales service and transparent terms serve as the foundation for earning user trust and building long-term partnerships. Choosing SIBIONICS means not only selecting a premium Continuous Glucose Monitoring (CGM) System, but also embracing comprehensive after-sales protection. We take our responsibilities seriously and provide customers with high-quality service, ensuring users experience our professionalism and dedication at every moment. If you have any further questions about our after-sales policy, please feel free to contact us. We are committed to serving you with sincerity and excellence!
SIBIONICS looks forward to partnering with you to safeguard your health every step of the way!
**Please note: The SIBIONICS CGM SENSOR REPLACEMENT AND RETURN POLICY applies to all global users purchasing directly from our website. This policy may be subject to change based on regional or country-specific regulations and requirements.