CONNEQT Health Return and Exchange Policy
1. Scope
This Return Policy applies to eligible consumer products bought directly from CONNEQT Health or otherwise provided by or on behalf of CONNEQT Health, unless CONNEQT Health expressly states that a different return policy applies to a specific product, promotion, program, or channel.
If you purchased through a clinic, pharmacy, retailer, marketplace, distributor, or other third party, that third party’s return policy applies unless applicable law requires otherwise.
Not all products are necessarily eligible for return or exchange. Any product-specific exclusions, limitations, or special conditions will be stated on the applicable product page, checkout page, packaging, accompanying materials, or support instructions.
2. 30-Day Device Guarantee
If an eligible product arrives damaged, defective, or incorrect, or fails under normal use within 30 days of delivery, CONNEQT Health will, at no extra cost and at its option:
- repair the product;
- replace the product; or
- refund the purchase price.
The appropriate remedy will be determined based on the specific issue and the product involved.
3. Change-of-Mind Returns (Any Reason)
You may request a return of an eligible product for change-of-mind reasons under these conditions:
- You request the return within 30 calendar days of delivery.
- The product is in good working condition, not damaged or abused.
- The product is clean, complete, and returned with all components that CONNEQT Health reasonably requires for that product type, which may include accessories, manuals, inserts, and original packaging.
If a change-of-mind return is accepted:
- CONNEQT Health will provide return instructions and, where applicable, a prepaid return shipping label.
- A flat $35 processing fee per returned product may be deducted from your refund, unless otherwise stated for the specific product or required by law.
4. Return Timing
To qualify under this Return 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 product within 7 calendar days.
- CONNEQT Health typically processes refunds, replacements, or exchanges within 7–10 business days after receiving and inspecting the returned product.
5. Packaging & Shipping Requirements
Proper packaging is required to protect the product and qualify for a full refund.
Unless CONNEQT Health instructs otherwise:
- Any original product box should be included with the return if available and applicable.
- The original product box should not be used as the sole outer shipping container.
- Returned products should be placed in a separate, sturdy outer shipping box or protective mailer with adequate padding.
- If a returned product or its packaging arrives significantly damaged, incomplete, contaminated, or materially 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, send the product back to you.
6. When Returns Are Free (No Processing Fee)
There is no processing fee, and CONNEQT Health covers return shipping when:
- the product is defective or damaged on arrival;
- the product fails under normal use within 30 days; or
- CONNEQT Health shipped the wrong item.
In these situations:
- CONNEQT Health provides a prepaid return shipping label or equivalent shipping instructions; and
- no $35 processing fee is deducted from the refund.
7. Condition-Based Limitations
- 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 accepted change-of-mind returns, CONNEQT Health refunds the product price minus any applicable processing fee stated in this Return Policy or otherwise disclosed at or before the time of return.
- Original shipping charges. Original outbound shipping fees are not refundable except:
- when CONNEQT Health shipped the wrong item;
- when the product was defective or damaged on arrival; or
- where otherwise required by applicable law.
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 accepted change-of-mind returns, CONNEQT Health refunds the product price minus any applicable processing fee stated in this Return Policy or otherwise disclosed at or before the time of return.
- Original shipping charges. Original outbound shipping fees are not refundable except:
- when CONNEQT Health shipped the wrong item;
- when the product 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,” or use any return intake method designated by CONNEQT Health on its website.
- Provide:
- your name and contact details;
- order number and delivery date;
- the product name;
- the reason for the return or exchange;
- confirmation of what components and packaging you still have; and
- a brief description of the product’s condition, including photos if requested.
If your request is approved:
- CONNEQT Health will issue an RMA number and provide return instructions;
- if applicable, CONNEQT Health will provide a prepaid return shipping label; and
- you must ship the product within 7 calendar days of receiving the RMA.
10. Warranty After 30 Days
This Return Policy applies to the first 30 days after delivery unless a different return window is expressly stated for a specific product or required by law.
After that period, product issues are governed by the applicable CONNEQT limited warranty, if any, and the applicable Terms of Sale. Warranty remedies generally may include repair or replacement of eligible defects and do not necessarily include refunds.
