Cancellation, Returns and Replacements

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Cancellation
In accordance with the Consumer Contracts Regulations, you have the right to cancel and return your purchase within 14 days. If you place an order for several products and they are delivered separately, then your fourteen (14) days will start the day after you receive the last product on your order. Once Dexcom has been notified of a product return, the products must be received by Dexcom with 28 days.
You may also cancel your contract for the purchase of Dexcom products through your account on the Dexcom store up to two days before you receive notification of shipment. You can also notify Dexcom by writing to [email protected] or telephone 0800 031 5761.
You will be responsible for the cost of any returns and any non-standard delivery fees.
To be eligible for a refund you must ensure:
  • The products are unused
  • There are no signs of damage
  • The seals on the product(s) are intact
Please note, products funded by the NHS are not subject to refund.
Subject to these conditions we will reimburse to you all payments received from you, excluding the cost of delivery. Dexcom will refund all payments within fourteen (14) days of the products being returned and checked by Dexcom providing they meet the above criteria.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. If you received multiple products in an order and some products remain sealed, but others have been tampered with, Dexcom will provide a refund for the sealed product only. In the event you have opened the products, please dispose of them in accordance with the user instructions.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
*Dexcom is unable to accept the return of opened products for safety and hygiene reasons
United Kingdom and Ireland Return Policy Last updated: 21 April 2020

Return of Damaged Products*

Products received damaged may be returned for a full refund or exchange when reported within four (4) days of receipt by the customer. If the product is received damaged, please have the transportation/delivery company note “damaged” or “broken” on the delivery document, and where possible, take a photo of the damage at the time of delivery. Any damaged products should remain in the original carton for inspection, and in any event, products must be returned in accordance with the instructions provided by Dexcom.
NON-RETURNABLE ITEMS
  • Product that is not in the original packaging bearing the original manufacture label
  • Product that has not been authorised for return by the Dexcom
  • Products funded by the NHS are not reimbursable.
*Dexcom is unable to accept the return of opened products for safety and hygiene reasons

Replacements

Should you experience any product issues relating to your Dexcom sensor or transmitter, including loss of wear time, connectivity issues or troubleshooting, you should report them on the day a problem is identified through the Dexcom Technical Support portal, which can be accessed online at: https://dexcom-intl.custhelp.com/app/support_request/. You should keep displaced/faulty sensor/transmitter in case it needs to be returned for investigation. Where appropriate, replacement products will be despatched the shipping address held on file.
Replacement products will not be provided if you fail to notify Dexcom of a change to your shipping address after products are sent to you. It is your responsibility ensure your shipping address is accurate at all times.

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