What is Dexcom’s sensor replacement policy?
At Dexcom, we work hard to treat our customers fairly and ensure a positive experience with our CGM technology. It is important to note that our CGM sensors are single use, disposable supplies intended for up to 10 days of use before being discarded. For full details, please click here to view the Dexcom Sensor Replacement Policy.*
In the case where our sensors do not last for the intended use time (up to 10 days), Dexcom will replace sensors that we confirm are a product failure through investigation during the replacement request process. If a replacement is authorized for a non-product failure, it will be considered a goodwill replacement. Goodwill replacements will be limited in quantity.
For non-product failures related to Dexcom G7:
Dexcom will replace a maximum of three (3) sensors in a twelve (12) month period. The twelve-month period begins with your first goodwill replacement.
For Stelo replacements:
This policy does not apply to Dexcom’s over-the-counter biosensor product, Stelo. For Stelo replacement details, please refer to www.Stelo.com.
Dexcom reserves the right to change these thresholds at any time at our discretion.
*“Pediatric users” (under the age of 18) may be exempted from the goodwill replacement limits, and excessive replacement requests may be subject to further review by Technical Support leadership.
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