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

  • SIBIONICS has implemented a sensor replacement policy for cases where a sensor fails during its intended use period. In markets where legal or contractual obligations apply, SIBIONICS will comply accordingly. All confirmed sensor failures within the intended lifespan will be replaced following an investigation.
  • In the event a user requests a replacement for a non-defective sensor (sensor removed for a procedure, user application errors, etc.), the user will be provided with educational materials in the hopes of preventing future issues. In addition, as a gesture of goodwill, SIBIONICS will provide replacements if needed to ensure continued sensor supply, in a limited quantity each year.
  • If the sensor detaches for non-user-related reasons within the 14-day usage period, SIBIONICS will provide up to three free replacements of the Sensor within one year of purchase..
  • Requests for goodwill replacement sensors that exceed the specified limits will be evaluated and processed by the Technical Support leadership team following their standard protocols.

Classification of After-sales Issues SIBIONICS After-sales Solutions
User-caused operational errors (non-quality issues)
Free SIBIONICS Sensor replacement (up to 3 times within 1 year)
Non-user-related sensor detachment within 14 days
Free SIBIONICS Sensor replacement (up to 3 times within 1 year)
Other cases not covered by the after-sales policy 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:

  • Please note that sensors must be used before the expiration date printed on the packaging. After-sales support does not apply to sensors used beyond their expiration date.
  • Repeated requests for replacement or refund for the same issue may not be approved, particularly where the issue is not related to a product manufacturing defect.
  • SIBIONICS reserves the right to assess each case based on the specific circumstances and 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 Chat
Service 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 Us

support@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.