[NEW] Refund & Replacement Policies
***This policy will go into effect on August 15, 2025.***
Overview
This article provides an overview of the Levels refund and return policies. For information on cancelling your ongoing CGM subscription, please visit How to Cancel your CGM Subscription.
Refunds
Satisfaction Guarantee
Levels offers a satisfaction guarantee of 14 days. Refunds are only available for first-time purchases and must be requested within the applicable window. No refunds are issued after the guarantee period ends.
You can request a refund by contacting support@levelshealth.com.
Beyond the Guarantee Period
- Annual Software Subscription: If you purchased an annual software subscription and cancel after the 14-day satisfaction guarantee period has lapsed, no refund will be issued. You can turn off auto-renew in your member portal and your software subscription will expire at the end of your annual cycle.
- Monthly Software Subscription: After the 14-day satisfaction guarantee period has lapsed, please ensure to cancel your membership prior to your next billing date to avoid being charged again. Refunds will not be issued after your first 14 days of membership.
- Device Purchases: All device sales are final. Due to the nature of these products, there are no returns or exchanges.
- Labs Purchases: Levels members can request a full refund for unused Labs order within a year of purchase.
Device Subscription Cancelation Policy
We send out email reminders for device subscription renewals 5 days prior to the billing date. Once your payment has been processed, it cannot be canceled. Due to the nature of these products, we are unable to accept returns. If you wish to cancel your device subscription, please do so before your subscription renewal date.
Learn more here.
Levels Labs Policies
- Levels members can request a full refund for unused Labs orders within a year of purchase.
- Refunds will not be issued after one year or once you’ve completed your Labs appointment.
- If you request a refund on your membership and you have already used/redeemed your lab order, your membership cost will be refunded, less the cost of the lab order.
- Labs orders expire after one year and must be used within one year of purchase.
Returns
Due to the nature of the devices we use with our product, Levels is unable to accept device returns. In the event of a refund and/or cancelation, you may keep or dispose of your Levels kit.
Please remember: prescription or research products used in the Levels program may not be shared, resold, or redistributed under any circumstances.
Expired Sensors
Levels will only ship devices with at least 2 months of shelf-life. It is the member’s responsibility to use their devices in a timely manner. Levels is not responsible for refunding or replacing unused sensors that expired as expected.
Replacements
Review our replacement policy here.