CONNEQT Health Return and Exchange Policy

1. Scope

This policy applies only to CONNEQT prescription blood pressure monitors bought directly from CONNEQT Health. If you purchased through a clinic, pharmacy, retailer, or other third party, their return policy applies.

2. 30-Day Device Guarantee

If your monitor arrives damaged, defective, or incorrect, or fails under normal use within 30 days of delivery, CONNEQT Health will, at no extra cost:

  • Repair the device, or
  • Replace the device, or
  • Refund the purchase price

The appropriate remedy will be determined based on the specific issue.

3. Change-of-Mind Returns (Any Reason)

You may return your monitor for any reason (“change of mind”) under these conditions:

  • You request the return within 30 calendar days of delivery.
  • The device is in good working condition, not damaged or abused.
  • The device is clean, complete, and returned with:
    • All accessories (e.g., cuff, cables)
    • User manual
    • Original product box

In these cases:

  • CONNEQT Health will provide a prepaid return shipping label and cover return shipping.
  • A flat $35 processing fee per device is deducted from your refund.

4. Return Timing

To qualify under this policy:

  • You must request a return or exchange within 30 days of the delivery date.
  • Once CONNEQT Health issues a Return Merchandise Authorization (RMA), you must ship the device within 7 calendar days.
  • CONNEQT Health typically processes refunds and replacements within 7–10 business days after receiving and inspecting the returned device.

5. Packaging & Shipping Requirements

Proper packaging is required to protect the device and qualify for a full refund:

  • Original product box
    • The original CONNEQT product box must be included with the return.
  • Outer shipping box (no shipping in retail box only)
    • The original product box may not be used as the shipping box.
    • Place the original product box inside a separate, sturdy outer shipping box with adequate padding.
  • Condition on arrival
    • If the device or packaging arrives significantly damaged, incomplete, or inconsistent with what was described at the time of the RMA request, CONNEQT Health may:
      • Reduce the refund amount, or
      • Decline the return and, if applicable, return the device to you.

6. When Returns Are Free (No Processing Fee)

There is no processing fee, and CONNEQT Health covers return shipping, when:

  • The device is defective or damaged on arrival (DOA).
  • The device fails under normal use within 30 days.
  • CONNEQT Health shipped the wrong item (incorrect product or model).

In these situations:

  • CONNEQT Health provides a prepaid return shipping label.
  • No $35 processing fee is deducted from the refund.

7. Condition-Based Limitations

Returns may be refused or refunded at a reduced amount if:

  • The device shows significant physical damage (e.g., cracks, broken components).
  • There is evidence of misuse, neglect, or unauthorized repairs/modifications.
  • Major components (such as the cuff or cables) are missing.
  • Packaging requirements (original product box + outer shipping box) are not followed and the device or packaging is damaged as a result.

CONNEQT Health will notify you if any adjustment to your refund is required.

8. Refund Details

  • Refund method
    • Refunds are issued to the original payment method, where possible.
  • Refundable amounts
    • For defective, damaged, failed-under-normal-use, or incorrect items returned within 30 days:
      • CONNEQT Health refunds the full product price and applicable taxes, with no processing fee.
    • For change-of-mind returns:
      • CONNEQT Health refunds the product price minus a $35 processing fee per device.
  • Original shipping charges
    • Original outbound shipping fees are not refundable, except:
      • When CONNEQT Health shipped the wrong item, or
      • When the device was defective or damaged on arrival, or
      • Where otherwise required by applicable law.

9. How to Request a Return (RMA)

To start a return or exchange:

  • Contact CONNEQT Health within 30 days of delivery
    • Email: support@conneqthealth.com with the subject line "Return Request"
    • Provide:
      • Your name and contact details
      • Order number and delivery date
      • Reason for the return (defective, damaged, incorrect item, change of mind, etc.)
      • Confirmation that you have the original packaging and accessories
      • A brief description of the device’s condition
  • Receive RMA and label
    • CONNEQT Health will issue an RMA number and email a prepaid return shipping label.
  • Pack and ship
    • Place the original product box (with device and accessories) inside a separate shipping box with padding.
    • Write the RMA number clearly on the outer shipping box.
    • Ship the device within 7 calendar days of receiving the RMA.

10. Warranty After 30 Days

This Return & Exchange Policy applies to the first 30 days after delivery.

After 30 days, product issues are covered under the CONNEQT Limited Warranty, which generally provides for repair or replacement of eligible defects and does not normally include refunds. Warranty details are provided with your device and are available on the CONNEQT Health website.

11. Policy Changes

CONNEQT Health may update this Return & Exchange Policy from time to time. The version of this policy in effect on the date you purchased your device will generally apply to your order, subject to applicable law.