Refund policy

Return/Refund Policy

Please understand that we offer products to the Type 1 community as close to our cost as possible. The below policies are designed to keep the purchase price of SugarPixel and Sidekick within the budget of as many people as possible. These policies also are needed for compliance with HIPAA, other medical data privacy regulations, and to ensure the hardware being used for display and alerts has not been modified.

We accept returns under certain conditions:

Unopened Boxes

  • The device must be unopened with the factory seal intact.
  • May be returned within 30 days from the delivery date.
  • You are responsible for return shipping.
  • You must contact support@customtypeone.com and send a photo of the unopened box. If you do not contact us or send required information within 30 days of delivery, we unfortunately cannot authorize a return.

Opened Boxes

  • SugarPixel and Sidekick are medical device that sync with your confidential health data. Because they are also used for important blood glucose alerts, we cannot guarantee proper functionality if sold to a new customer once a box has been opened after being factory tested. So Sidekick and SugarPixel are not returnable once opened. 

Purchase Price

  • The price of SugarPixel or Sidekick may increase or decrease due to tariff and tax changes. We are unable to provide a price matching refund if the price is reduced due to a reduction after your purchase.

Refunds

  • Any return not received by CustomTypeOne within the allowed time period, without prior authorization, or opened with the factory seal broken is not able to be refunded. These items may be unable to be mailed back to you due to our shipment receiving process or medical data privacy regulations. If we are able to offer a mail back option, you will be responsible for the return shipping cost.
  • Any item returned to us not in its original condition, is damaged, or missing parts for reasons not due to our error will have refund deductions based on the condition received.
  • Credit card processing companies charge a fee immediately when an order is placed and do not refund these fees to us. All refunds for returns or cancelled orders will have a 5% deduction for these costs. 
  • Shipping costs are not refundable.
  • Once your return is received and inspected, you will receive an email notifying you of the refund. Your bank may take several days to process the refund to your account.
  • If you paid VAT or duty on delivery, that was a charge from your government and is not something that we have the capability of refunding. You will need to discuss that refund with your government VAT or import tax office.

Because you are purchasing a medical device, this return policy is not comparable to general consumer product purchases. It is not intended or allowed to be used as a try and return, buyers remorse, or a substitute for checking device compatibility, supported CGMs, features, or functionality prior to purchase. Initiating a payment dispute or chargeback voids return and refund options available in this policy. CustomTypeOne reserves the right to limit or deny return requests in the event of abuse of this policy such as attempting multiple returns.