Refund policy

Last Updated: 1/3/26

Thank you for choosing Glucose Evolution.

Cancellation & Returns Policy — Glucose Evolution

1. Order Cancellation (Before Dispatch)

Orders may be cancelled before dispatch by contacting:

support@glucoseevolution.co.uk

Please include your order number.

If your order has already been dispatched, the returns process below will apply.

2. Consumer Right to Cancel (UK 14-Day Cooling-Off Period)

If you are purchasing as a UK consumer, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right:

You must return the goods within 14 days of notifying us.

3. Return Eligibility

Due to the hygienic and single-use nature of the Monitor:

Returns are only accepted if the product is:

  • Unused

  • Unopened

  • In its original sealed packaging

  • In original condition

Opened or used Monitors cannot be returned unless confirmed faulty.

Return postage is the responsibility of the customer unless the item is faulty or incorrect.

4. Refunds

Once we receive and inspect your return:

  • Approved refunds will be issued to the original payment method

  • Refunds may take 5–10 business days to appear

  • Original shipping fees are non-refundable unless required by law

We reserve the right to refuse returns that do not meet eligibility conditions.

 

Replacement Policy

14-Day Sensor Promise

We want you to feel confident when using your Syai Ultra Monitor.

If your Monitor develops a confirmed product fault or fails prematurely during its intended 14-day lifespan, we're here to help.

Where a qualifying issue is confirmed, we'll provide one replacement Monitor at no additional charge.

This promise applies to qualifying product issues during the Monitor's intended 14-day lifespan and is subject to the terms below.

One Replacement per User

As part of our standard replacement policy, each user is eligible for a maximum of one replacement Monitor.

A replacement may be provided where:

  • The Monitor arrives damaged.

  • The Monitor fails during activation.

  • The Monitor stops functioning prematurely due to a confirmed product or manufacturing fault.

  • The sensor detaches prematurely due to a confirmed adhesion fault.

Replacement requests are assessed based on the circumstances of the individual case. We may ask for photos, screenshots or other information to help us understand and assess the issue.

Meeting one of the above criteria does not create an entitlement to multiple replacements. The standard maximum is one replacement Monitor per user.

What Is Not Covered

A replacement will not normally be provided where the issue has resulted from:

  • The Monitor being intentionally removed.

  • Incorrect application or failure to follow the application instructions.

  • Improper use, misuse or tampering with the Monitor.

  • Environmental exposure outside the recommended conditions of use.

  • Failure to follow the manufacturer's instructions or recommended usage.

  • The Monitor reaching the end of its intended 14-day lifespan.

  • Normal variations between Monitor readings and finger-prick blood glucose readings.

After a Replacement Has Been Issued

Once a replacement Monitor has been provided, this fulfils the user's one standard replacement allowance.

If the replacement Monitor subsequently develops an issue, Glucose Evolution may provide troubleshooting support and review the circumstances, but a further replacement will not normally be issued.

In exceptional circumstances, Glucose Evolution may review a further replacement request at its discretion. Any such replacement would be provided as a goodwill decision and does not establish an entitlement to further replacements.

Replacement Monitor Lifespan

Where a replacement is approved, the replacement Monitor is covered only for the remaining validity period of the original Monitor.

For example, if the original Monitor fails after 5 days and a replacement is approved, the replacement will be covered for the remaining 9 days of the original Monitor's intended lifespan.

How to Request a Replacement

If you experience a problem with your Monitor, please contact us as soon as possible at:

support@glucoseevolution.co.uk

Please include:

  • Your order number.

  • A brief description of the issue.

  • Photos or screenshots where applicable.

  • Any other information requested by our support team to help us assess the issue.

We aim to respond to replacement requests within 2 business days.

If your issue qualifies under this policy and your replacement request is approved, the replacement will be shipped via standard delivery.

Please Contact Us First

If you're experiencing a problem with your Monitor, don't worry — contact us first. We'll help troubleshoot the issue and assess whether it qualifies for a replacement under this policy.

This Replacement Policy does not affect your statutory rights as a consumer.