Sensor Replacement Policy for Dexcom CGM Products
Dexcom will replace below listed sensors confirmed as a product failure during their intended lifetime – without limit.
Dexcom’s sensors are single use, disposable supplies.
Product* | Sensor Life Expectancy (up to) |
Dexcom G7 | 10 days |
Dexcom G6 | 10 days |
Dexcom One (all models) | 10 days |
For Stelo replacement policy, please click here
In the event of a sensor failure prior to the completion of a sensor’s expected life, the user must contact Dexcom Tech Support as soon as possible. Dexcom Tech Support will review each case to determine the cause of the failure.
- If the failure is determined to be related to the sensor not meeting the published performance expectations, a replacement sensor will be issued, with no limit.
- Sensors determined to be non-defective, due to application error, removal for a procedure, or other non-product reason, may be eligible for a goodwill replacement, subject to annual limits. “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. Goodwill replacements do not apply to Stelo Glucose Biosensors.
Tech Support will communicate with patients and provide educational materials to help prevent future issues.
Replacement Limits:
Replacement requests that are designated as product failures have no limit.
Replacement requests that are for non-defective sensors, will have limits.
Replacement requests that are for non-defective sensors, will have limits.
Goodwill Replacement Limits:
Product* | Goodwill replacements (per year) |
Dexcom G7 (All models) | 3 |
Dexcom One (All models) | 2 |
Additional goodwill placements will be reviewed on a case-by-case basis. Please contact Dexcom Technical Support for additional help.
Pediatric users (under the age of 18) may be exempted from the goodwill replacement limits.
Replacement requests where a sensor serial number is not provided or cannot be looked up, or those that are for reasons not related to product issues, will be subject to annual limits. How can I find my serial number?
Dexcom reserves the right to change these thresholds at any time at its discretion.
* Product availability varies by country.