When it comes to Cartridge subscriptions, our goal is to offer you a simple and transparent experience. Our subscription system is designed to ensure you never run out of your Cartridges and that you retain full control over their management. See our dedicated article on managing your Cartridge subscriptions for more info. 

This article explains our refund policy as it relates to Cartridge subscriptions, and when a refund is possible  or not.

Understanding the Cartridge subscription payment cycle

Your subscription is a recurring delivery service. 5 days before each payment is due, you will receive an automatic notification email*. This email reminds you that your payment is about to be processed and that your next cartridge is being prepared for shipment.

This notification email is your window to take action relating to your subscription. If you do not wish to receive your next Cartridge, you must cancel your subscription before the payment date indicated in the email.

It is not currently possible to 'pause' the subscription. The only way to stop Cartridge deliveries and payments is to cancel your subscription. You are free to re-subscribe at any time to continue your wellness journey with U-Scan.

Header of the automatic notification email

* Note: If you cannot locate the notification email in your Inbox, please check your Spam folder and assign the email to your primary Inbox to avoid missing any more emails.

Cases not eligible for a refund

Once the payment is processed after the notification email has been sent, the order is considered confirmed and enters our logistics process for preparation and shipping.

Therefore, no refund will be granted in the following cases:

• Forgetting to cancel: If you received the notification email but did not cancel your subscription in time before the charge. The purpose of the email is to serve as a reminder to allow you to make a decision.
• Change of mind after shipment: If you change your mind after the order has already been paid for and shipped.

The solution to avoid a future charge is to log into your account and cancel your subscription. This will not cancel the last order that has already been paid for, but it will prevent all future payments and shipments.

Cases eligible for a refund

We are committed to providing you with a quality product and service. A full refund, partial refund, or a product replacement will be issued in the following situations, which are our responsibility or the result of exceptional circumstances:

• Defective or Damaged Cartridge: If you receive a cartridge that is broken, or clearly defective upon arrival. You must contact our customer service within 15 days with a photo or video as proof.
• Measurement Failure: In the event that a test strip in your Cartridge was lost during troubleshooting, you are entitled to a partial refund for the cost of the test strip. Please see our dedicated article for troubleshooting measurement errors.
• Buyer's Remorse: If you change your mind about your U-Scan purchase and have not used or opened the Reader or the Cartridge. Please see our dedicated article for more info.
• Delivery Issues: If your package tracking indicates that it has been lost and was never delivered to your address. Please see our article on order delays for more info.
• Billing Error: If you were charged by mistake (e.g., a double charge for the same period, or a charge made AFTER you had cancelled your subscription in time).