Refund & Replacement Policies

Refunds and returns depend on what you purchased (membership, devices, or labs).

For help canceling a recurring CGM subscription, see How to Cancel Your Stelo Subscription.

Satisfaction guarantee (membership)

Levels offers a 14-day satisfaction guarantee on membership purchases.

To request a refund, contact support@levels.com.

After the guarantee period

Annual software subscription: No refund if you cancel after the 14-day window. You can turn off auto-renewal in your member portal so the subscription expires at the end of the annual cycle.
Device purchases: All device sales are final. No returns or exchanges.
Labs purchases: Levels members can request a full refund for an unused Labs order within one year of purchase.

We send renewal reminders 15 days prior to the billing date. Once payment has been processed, it cannot be canceled.

Due to the nature of these products, we cannot accept returns.

If you wish to cancel, do so before your renewal date.

You can request a full refund for an unused Labs order within one year of purchase.
Refunds will not be issued after one year or once you complete your Labs appointment.
If you request a membership refund and you already used or redeemed a lab order, your membership cost will be refunded minus the cost of the lab order.
Labs orders expire after one year and must be used within one year of purchase.

Due to the nature of the devices we use with our product, Levels cannot accept device returns.

In the event of a refund or cancellation, you may keep or dispose of your Levels kit.

If you still have prescription or research products, they may not be shared, resold, or redistributed.

Levels ships devices with at least 2 months of shelf life.

It is the member’s responsibility to use devices in a timely manner.

Levels is not responsible for refunding or replacing unused sensors that expire as expected.

For device concerns, including questions about accuracy or replacement requests, check How to Get a Stelo Replacement.