Free Shipping on All Orders

Refund & Replacement Policy

At GoodFlip, we're committed to delivering high-quality devices and products. While we do not offer refunds for devices, we are happy to support you with replacements, subject to eligibility.

Devices (Smart Scale / BCA and Continuous Glucose Monitor)

Once an order has been shipped from our warehouse, it cannot be cancelled. Accordingly, any refund requests for such orders will not be accepted.

How to Report an Issue:

Please contact us via:

Issues Covered Under Replacement Policy

  • BCA Device
    • Device received in damaged condition
    • Machine not powering on
    • Machine not syncing with app, after following standard process steps
    • Machine is synced with app, but data is not flowing to the app
  • CGM Device (Tracky)
    • Sensor fell off
    • Sensor has not collected any data
    • Continuous low/high reading by sensor for more than 72 hours
    • CGM received in damaged condition
  • CGM Device (Abbott)
    • Sensor not collecting any data
    • Sensor collecting data for less than 14 days
    • Continuous low glucose readings by sensor for more than 72 hours
      Note: Please contact Abbott customer care at 1800 2100 998 for assistance.

Issue Reporting Timelines

  • BCA / Smart Scale Device
    • Device received in damaged condition – within 2 working days
    • Machine not powering on – within 7 working days
    • Machine not syncing with app – within 7 working days
    • Machine synced with app but data not flowing – within 7 working days
  • CGM Device (Tracky)
    • Sensor fell off – within 10 days of application
    • Sensor has not collected data – within 5 days of application
    • Continuous abnormal readings – within 3 days of application
    • CGM received in damaged condition – within 2 working days
  • CGM Device (Abbott)
    • Sensor not collecting data – within 5 days
    • Sensor collects data for less than 14 days – within 20 days
    • Continuous low readings – within 5 days

Note: Contact 1800 2100 998 for Abbott-related replacements.

Replacement Denial

  • Timely reporting is essential. Late reports may be denied.
  • All damage or sensor fall-off cases must include actual pictures.
  • For technical issues, a short video is required to validate the issue.

Reverse Pickup Denial

  • Our delivery partner will only pick up sealed, unopened, unused, and original condition products.
  • Pickup will be denied otherwise, and the replacement request will be rejected.

Nutraceuticals

  • Issues Covered Under Replacement Policy
    • Product received in damaged condition
    • Product is expired
  • Reporting Timeframe
    • All issues including damage, missing items, expired product must be reported within 72 hours of delivery.
    • Report must include actual pictures or videos.
  • How to Report
  • Replacement Denial
    • Late reports may be denied.
    • Actual pictures are mandatory for damage or quality issues.
  • Reverse Pickup Denial
    • Replacement pickups for non-damaged reasons will happen only if the product is undamaged. Otherwise, pickup will be denied.

Refund Policy – GoodFlip Care Plan Users

1. Refund Eligibility

A patient is eligible for a full refund if their plan journey has not been initiated within 7 working days from the date of plan purchase. 

Definition of Journey Initiation: Journey initiation is considered complete upon successful completion of the Welcome Call or the first session with any assigned coach.If either of these milestones is achieved, the plan journey is deemed to have started and the refund condition will no longer apply.


Patient Responsibility for Session Booking: 
- Patients must book their Welcome Call through DaySchedule link which gets shared through WhatsApp to patient's registered mobile number ,  coach consultation slot needs to be booked by patients through the GoodFlip app.
- Patients are required to join the session on time. If the patient joins but does not find the coach or Health Partner present, the session will still be considered valid provided there is a joining delay of no more than 5–7 minutes due to operational constraints. 

For Audio-Call Based Sessions:
- Patients must ensure they attend incoming calls from coaches or Health Partners.
- Failure to pick up scheduled calls will be considered as a completed session attempt and will count towards journey initiation. 

Plans with Devices :
In case of a refund request under such plans, the cost of the delivered device will be deducted from the refundable amount.

Plans with Blood Tests:
If a plan includes a blood test, the sample collection completion will be considered as initiation of the program journey. Patient needs to ensure to attend the incoming calls from the assigned phlebotomist and coordinate for suitable collection time.

2. Refund Process

To request a refund, contact:

Our team will respond within 2-3 business days

3. Refund Denial
Refunds are not eligible if requested after 7 working days

4. Processing Time

  • Refunds will be processed within 5 business days from initiation
  • Bank processing times may vary depending on payment method and financial institution

6. Contact Information

Changes to Refund Policy

  • GoodFlip reserves the right to modify or update this refund policy at any time. Any changes will be effective immediately upon posting on our website.