CONNEQT Consumer Product Return and Exchange Policy
This Return Policy applies to eligible consumer Covered Products purchased directly from CONNEQT or otherwise provided by or on behalf of CONNEQT, unless CONNEQT expressly states that a different return policy applies to a specific Covered Product, promotion, program, or channel.
This Return Policy applies to eligible Covered Products purchased or otherwise provided on or after the Effective Date above.
Capitalized terms not defined in this Return Policy have the meanings given in the applicable CONNEQT Consumer Product Terms of Sale, Limited Warranty, and Dispute Resolution Agreement.
1. Scope; Relationship to Other Terms
1.1 This Return Policy governs returns, exchanges, refunds, return eligibility, return exclusions, return procedures, return shipping requirements, processing fees, inspection standards, and return-related remedies for eligible Covered Products.
1.2 This Return Policy applies only to eligible consumer Covered Products purchased directly from CONNEQT or otherwise provided by or on behalf of CONNEQT.
1.3 If you purchased a Covered Product through a clinic, pharmacy, retailer, marketplace, distributor, or other third party authorized by CONNEQT, that third party’s return policy may apply unless CONNEQT expressly states otherwise or applicable law requires otherwise. If you purchased through an unauthorized seller, marketplace, reseller, or other third party, CONNEQT’s return rights and limited warranty may not apply except to the extent required by law.
1.4 If there is any conflict between this Return Policy and the Terms of Sale regarding return-related matters, this Return Policy controls with respect to those return-related matters, except to the extent prohibited by applicable law.
1.5 Product-specific exclusions, limitations, or special conditions may be stated on the applicable product page, checkout page, packaging, accompanying materials, support instructions, or other written terms provided by CONNEQT.
2. Eligible Return Reasons
2.1 Subject to this Return Policy, an eligible Covered Product may be returned if:
(a) it arrived damaged;
(b) it was defective on arrival;
(c) it was the wrong item;
(d) it failed under normal use within thirty (30) days after delivery; or
(e) CONNEQT approves a change-of-mind return requested within thirty (30) days after delivery.
2.2 Not all Covered Products are necessarily eligible for return, exchange, or refund.
2.3 CONNEQT may deny or limit any return, exchange, or refund that does not satisfy this Return Policy, product-specific return conditions, or applicable law.
3. Thirty-Day Product Guarantee
3.1 If an eligible Covered Product arrives damaged, defective, or incorrect, or fails under normal use within thirty (30) days after delivery, CONNEQT will, at no extra cost and in its discretion:
(a) repair the Covered Product;
(b) replace the Covered Product; or
(c) refund the purchase price actually paid.
3.2 The appropriate remedy will be determined by CONNEQT based on the specific issue, the Covered Product involved, inspection results, inventory availability, and applicable law.
3.3 CONNEQT may require proof of purchase, photos, diagnostic information, return of the Covered Product, or other reasonable information before approving a remedy.
4. Change-of-Mind Returns
4.1 You may request a change-of-mind return for an eligible Covered Product within thirty (30) calendar days after delivery.
4.2 To qualify, the Covered Product must be returned in good working condition, not materially damaged or abused, clean, complete, and suitable for inspection.
4.3 CONNEQT may require the returned Covered Product to include applicable components, accessories, manuals, inserts, and product packaging.
4.4 If a change-of-mind return is accepted, CONNEQT may deduct a flat processing fee of thirty-five U.S. dollars (US$35) per returned Covered Product unless otherwise stated for that Covered Product or required by applicable law.
5. Return Timing; RMA Requirement
5.1 To qualify under this Return Policy, you must request a return or exchange within thirty (30) days after the delivery date.
5.2 If CONNEQT approves the request, CONNEQT may issue a Return Merchandise Authorization (“RMA”).
5.3 Once CONNEQT issues an RMA, you must ship the Covered Product within seven (7) calendar days unless CONNEQT provides different written instructions.
5.4 CONNEQT typically processes refunds, replacements, or exchanges within seven (7) to ten (10) business days after receiving and inspecting the returned Covered Product, but processing times are estimates only.
5.5 CONNEQT may reject a return shipped without an RMA, shipped after the applicable deadline, or shipped contrary to CONNEQT’s return instructions.
6. Packaging; Condition; Shipping Requirements
6.1 You must package the Covered Product appropriately for return transit.
6.2 Unless CONNEQT instructs otherwise:
(a) any original product box should be included if available and applicable;
(b) the original product box should not be used as the sole outer shipping container; and
(c) the Covered Product should be placed in a separate sturdy outer shipping box or protective mailer with adequate padding.
6.3 If a returned Covered Product or its packaging arrives significantly damaged, incomplete, contaminated, unsafe, or materially inconsistent with what was described at the time of the return request, CONNEQT may:
(a) reduce the refund amount;
(b) deny the return; or
(c) return the Covered Product to you, where appropriate.
7. Return Shipping; Fees
7.1 CONNEQT will not charge a processing fee and will cover return shipping when:
(a) the Covered Product was defective or damaged on arrival;
(b) the Covered Product failed under normal use within thirty (30) days after delivery; or
(c) CONNEQT shipped the wrong item.
7.2 In approved change-of-mind returns, CONNEQT may provide a prepaid return shipping label, but may deduct the applicable processing fee described in Section 4.4.
7.3 CONNEQT is not responsible for returned Covered Products that are lost, delayed, damaged, or misdirected because return instructions were not followed.
8. Condition-Based Limitations
8.1 Returns may be refused or refunded at a reduced amount if:
(a) the Covered Product shows significant physical damage;
(b) there is evidence of misuse, neglect, unauthorized repairs, or unauthorized modifications;
(c) required components are missing;
(d) packaging instructions were not followed and the Covered Product or packaging was damaged as a result;
(e) the Covered Product is returned in an unsanitary or unsafe condition affecting inspection, resale, repair, replacement, or disposal;
(f) the Covered Product is not in the condition represented during the return request; or
(g) the return otherwise does not comply with this Return Policy.
8.2 CONNEQT will generally notify you if an adjustment to your refund is required.
9. Refunds
9.1 Refunds are generally issued to the original payment method, where possible.
9.2 For eligible Covered Products that are defective, damaged on arrival, failed under normal use within thirty (30) days after delivery, or incorrect, CONNEQT will refund the purchase price actually paid and applicable taxes if CONNEQT elects refund as the remedy.
9.3 For accepted change-of-mind returns, CONNEQT may deduct any applicable processing fee or other permitted adjustment.
9.4 Original outbound shipping fees are not refundable except where CONNEQT shipped the wrong item, the Covered Product was defective or damaged on arrival, or applicable law requires otherwise.
9.5 Refund timing may depend on your payment provider, card issuer, bank, or platform.
10. How to Request a Return
10.1 To start a return or exchange, contact CONNEQT within thirty (30) days after delivery.
10.2 Email hello@conneqthealth.com with the subject line “Return Request,” or use any return intake method designated by CONNEQT at https://conneqthealth.com/support/.
10.3 Your request should include:
(a) your name and contact details;
(b) order number, if available;
(c) delivery date, if available;
(d) product name;
(e) reason for the return or exchange;
(f) confirmation of what components and packaging you still have; and
(g) a brief description of the Covered Product’s condition, including photos if requested.
10.4 If your request is approved, CONNEQT will provide return instructions and, if applicable, an RMA and return shipping label.
11. Warranty After the Return Period
11.1 This Return Policy applies only to eligible returns, exchanges, and refunds during the applicable return period.
11.2 After the return period expires, product issues are governed by the applicable CONNEQT limited warranty and the applicable CONNEQT Consumer Product Terms of Sale, Limited Warranty, and Dispute Resolution Agreement.
11.3 Unless CONNEQT provides a different written warranty for a specific Covered Product, eligible consumer Covered Products purchased directly from CONNEQT or from an authorized CONNEQT seller include the default one-year limited warranty described in the Terms of Sale.
11.4 Promotional items, samples, loaner products, and replacement products are covered only to the extent expressly stated by CONNEQT or required by applicable law.
12. Policy Changes
12.1 CONNEQT may update this Return Policy from time to time.
12.2 The version of this Return Policy in effect on the date you purchased or received the Covered Product will generally apply to that Covered Product, subject to applicable law.
13. Contact
Questions about returns or exchanges may be directed to:
CONNEQT, Inc.
184 Shuman Blvd, Suite 515
Naperville, IL 60563
Email: hello@conneqthealth.com
Support: https://conneqthealth.com/support/
