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Returns, Exchanges & Refunds

Return Policy

If you need to make a return, please keep in mind:

  • Product should be unopened
  • Product should be undamaged
  • Product should have been shipped to you within the last 30 days
Return & Refund Process

General Return Guidelines
If your product meets the guidelines of our general return policy:

  1. Call the Customer Support Center Team to discuss your return at 1-800-646-4633 and select option 5
  2. Have product information ready (for example, a lot number, or serial number)
  3. Expect a prepaid shipping label once your request is approved
  4. Receive a refund issued to the payee of the item when the return of the product has been confirmed

Returning a Continuation of Therapy Pump
If you have been provided with a 90-day Continuation of Therapy loaner insulin pump, follow these steps for your return:

  1. Return your Continuation of Therapy pump within 90 days to ensure prompt credit to your account
  2. Place the pump in the USPS prepaid envelope that was provided to you
  3. Drop the envelope in any USPS mailbox or post office. You can also leave it for your mail carrier in your mailbox.
  4. Call the Customer Support Center Team at 1-800-646-4633 and select option 5, if for any reason you are not able to return the Continuation Of Therapy pump within 90 days

Returning a Travel Loaner Pump
If you have taken a travel loaner insulin pump with you on a recent trip, keep the following in mind when you get back home:

  1. Return your travel loaner pump 2 weeks after your scheduled return date to ensure prompt credit to your account
  2. Place the pump in the USPS prepaid envelope that was provided to you with the travel loaner return instructions
  3. Drop the envelope in any USPS drop box or USPS location
  4. Call the Customer Support Center Team at 1-800-646-4633 and select option 5, if for any reason you are not able to return the travel loaner pump within 2 weeks of your return
Exchange Policy

If you would like to make an exchange, we are happy to work with you to make this happen. When attempting to make an exchange, it is important to keep in mind that:

  • Products will be exchanged for the same type (for example, infusion sets for infusion sets)
  • Product needs be unopened
  • Product should be undamaged
  • Product should have shipped to you within the last 30 days
InPen™ Exchange Guidelines

If you would like to make an exchange, we are happy to work with you to make this happen. When attempting to make an exchange, it’s important to keep in mind your InPen:

  • Product should be undamaged
  • Product should be paired with the InPen app within the last 30 days
  • Product may only be exchanged for another InPen
  • Call the Customer Support Center Team to discuss your exchange at 1-800-646-4633 and select option 5
Exchange Process

If your product meets the guidelines of our general exchange policy:

  1. Call the Customer Support Center Team to discuss your exchange at 1-800-646-4633 and select option 5
  2. Have product information ready (for example, a lot number or serial number)
  3. Your new product should arrive within 3 business days
  4. Expect a prepaid shipping label once your request is approved
  5. Receive a credit to your account when the return of the product has been confirmed
Find Your Product Lot Number

When you call us to return or exchange a box or package of a type of product, we will ask you for the lot number that identifies your specific product. Don't know where to find your lot number?

A lot number is located:

  • On the side of a package or box label that lists specific product details
  • Underneath the line that says "REF"
  • Next to the word "LOT"

Here is an example of the lot number on an infusion set box:

Medtronic infusion set box label image