Before contacting us, please note the following important information:
This after-sales service procedure applies only to customers who placed an order directly on the Sugar International website.
If you purchased your item from a retailer or another service provider, regulations require that you first contact them for after-sales service: the product must follow the same route both when shipped to you and when returned.
Sugar International may be contacted additionally if necessary, in coordination with your retailer.
Before initiating a customer service request, we recommend that you:
- Check to see if the cable is defective
- Test the probe by hand to see if current is flowing
You can also refer to the document “Useful Checks Before Returning a Product ” (PDF version)
If you have any questions, please feel free to contact us at 04 96 18 54 68 before returning any product.
Important:
During menstruation or ovulation, hormone levels (estrogen) may be elevated, which can reduce the sensation caused by the electrical current.
Procedure for Returning Products
In general, and for traceability purposes, it is important to return probes or devices “deemed defective” in their original bag or pouch.
IMPORTANT: Products must have been purchased from SUGAR International less than 2 years ago.
For each product returned, you must complete and return the following two forms to us:
1. “After-Sales Service Form for Probes and Devices”
2. “After-Sales Service Form for Probes “ OR ”Service Information Form for Devices” depending on the product in question
Return Address
Please include these two documents with your package and send it to the following address:
SUGAR INTERNATIONAL
Customer Service – Sophie Mamberti Dias
P.O. Box 51448
13785 AUBAGNE CEDEX
Note: You are responsible for shipping costs
Receipt of Return
Upon receipt of your package, our quality control department will inspect your return.
- If the return is approved by our department, a credit note (valid for 1 year) will be issued
- If the warranty does not apply, you will be responsible for the shipping and return costs
Important
If the instructions below are not followed, we will not be able to process returns:
1/ The probe must be cleaned beforehand
2/ The probe must be returned in its original pouch
3/ The patient’s name must be written on the pouch
4/ The devices must be returned in their original pouch with all accessories (2 cables + batteries + instruction manual)
5/ Include the purchase invoice
Automatic Rejection of After-Sales Service
After-sales service may be automatically rejected in the following cases:
1/ the probe was not cleaned before shipping
2/ the probe was not cleaned using only water (or occasionally with a pH-neutral soap)
3/ the product was submerged in water
4/ the original packaging was not retained
5/ the product was not purchased directly from Sugar (via the website www.sugar-international.com)
