ShapeScale is committed to ensuring customer satisfaction with our innovative Devices and Services. To support this commitment, we offer a differentiated approach to our refund and return policy, tailored to the specific purchase or lease agreement you have with us.

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Return and Refund Policy for Outright Purchases

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For ShapeScale for Business customers who purchase a ShapeScale device outright, we offer a 45-day return period with a money-back guarantee.

• If you are not satisfied with the Device or Services during the trial, you may return the Device and receive a full refund of the purchase price.
• To initiate a return and request a refund, please contact ShapeScale at help@shapescale.com or reach out to your dedicated account manager, if applicable. Our customer success team will assist you with the return process, including providing packing instructions and a return label. The Device must be returned in its original packaging to ensure its safe transport.

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Return and Refund Policy for Lease Customers

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For ShapeScale for Business customers who lease a ShapeScale device, we offer a 45-day trial period. This period allows you to fully test the Device and Services without a long-term commitment.

• If you choose to return the Device during the trial period, you will not receive a refund for any lease payments made. However, you will not be obligated to continue the lease beyond the trial period.
• After the 45-day trial period, the lease automatically transitions into a 12-month commitment. During this 12-month term, the Device cannot be returned, and you will be responsible for the monthly lease payments for the entire term (see our Terms and Conditions).
• To initiate a return during the trial period, please contact ShapeScale at help@shapescale.com or reach out to your dedicated account manager, if applicable. Our customer success team will guide you through the return process, including providing packing instructions and a return label. The Device must be returned in its original packaging to ensure its safe transport.

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If you have placed an order but wish to cancel before the Device has shipped, you may do so at any time prior to shipment. In such cases, customers will receive a full refund of any payments made, including the first month's lease payment or the full purchase price. To cancel an order before shipment, please contact ShapeScale at help@shapescale.com or reach out to your dedicated account manager, if applicable.

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Exceptions to Refund and Return Policy

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Please note, this policy does not cover:

• Lost Devices;
• Damage or failure resulting from misuse, malfunction, normal wear and tear, improper or negligent use, improper or abnormal use, or any use contrary to the instructions provided by ShapeScale.

Additionally, ShapeScale reserves the right to charge a penalty of up to $1,000 for any damage to the Device caused by mishandling, improper shipping, or willful damage beyond normal wear and tear.

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International Customers

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Customers outside of the United States are responsible for any import duties that may be payable. Customers outside of Canada and the United States will need to cover the costs of shipping back to our office in San Francisco, CA, for returns and warranty replacements.

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Refund Process

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Upon receipt and inspection of the returned Device, Customers will receive a refund of any Service fees paid during the Pilot Period. The refund will be processed to the original payment method used at the time of purchase. Please allow a standard processing time for the refund to appear on your statement.

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Outside of the 45-day Trial Period, the return policy will be subject to the terms agreed upon at the time of purchase, including any penalties for damage beyond normal wear and tear.

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For any further questions or clarifications regarding this policy, please contact ShapeScale's customer success team at help@shapescale.com.