In compliance with the Consumer Contracts Regulations, you have the right to cancel and return your purchase within 14 days. If your order consists of multiple products delivered separately, the 14-day period begins the day after you receive the last product. Upon notification of a product return, Diabetes Cloud must receive the products within 28 days.
You also have the option to cancel your contract for Diabetes Cloud products up to two days before receiving notification of shipment been collected. To initiate cancellation, you can contact Diabetes Cloud via email at contact@diabetescloud.org or through WhatsApp.
You will bear the cost of any returns and non-standard delivery fees. To qualify for a refund, the products must meet the following conditions:
- The items remain both unopened and unused.
- There are no indications of damage.
- The seals on the product(s) remain intact.
- The products are within their specified shelf life.
Subject to these conditions, Diabetes Cloud will refund all payments received from you, excluding delivery costs, within fourteen (14) days of receiving and verifying the returned products.
*Please consult the shipping policy to verify the actual delivery costs. In certain cases, we may offer free shipping or reduce the shipping fee displayed in your order. The excluded delivery cost value will be determined based on the original shipping cost outlined in our shipping policy.
A deduction may be made from the reimbursement if the value of the goods has diminished due to unnecessary handling by you. If an order contains both sealed and opened products, a refund will be provided only for the sealed product(s). Opened products must be disposed of in accordance with the provided instructions.
The reimbursement will be issued using the original payment method unless otherwise agreed upon, and you will not incur any fees as a result.
Diabetes Cloud cannot accept returns of opened products due to safety and hygiene reasons. Additionally, cancellations cannot be accepted if the shipping address is changed after the order has been collected from our warehouse and the AWB tracking indicates "Collected."
Replacements:
If you encounter any issues with your Diabetes Cloud products, such as sensor wear time loss or connectivity problems, report them immediately via WhatsApp to the Diabetes Cloud Technical Support team. Retain displaced or faulty sensors/transmitters for potential return. Replacement products will be dispatched to your shipping address with your next order as appropriate.
Replacement products will not be provided if you fail to notify Diabetes Cloud of a change to your shipping address after the products have been dispatched. It is your responsibility to ensure that your shipping address is accurate at all times.
Return of Damaged Products:
Damaged products may be returned for a full refund or exchange if reported within four (4) days of receipt. If a product arrives damaged, please ensure that the delivery company notes the damage on the delivery document and, if possible, take a photo of the damage. Damaged products must remain in the original packaging for inspection and must be returned as instructed by Diabetes Cloud.
Non-Returnable Items:
Products not in the original packaging with the manufacturer's label or those not authorized for return by Diabetes Cloud cannot be returned.
For any additional inquiries, please feel free to contact us at contact@diabetescloud.org.
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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To address defects in a product, customers are advised to provide evidence of the defect to customer service. This evidence could be in the form of a short video or a screenshot that clearly demonstrates the issue with the product. Such proof is necessary to assist customer service in understanding and resolving the problem effectively.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
*For safety and hygiene reasons, we cannot accept the return of opened products
