Last Updated: FEB 29, 2024

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.

Return and Refund Policy for Outright Purchases

For customers who purchase a ShapeScale device outright, we offer a 90-day trial period. This period allows you to fully test the Device and Services with a 90-day satisfaction guarantee.

  • If you are not satisfied with the Device or Services during the trial, you may return the Device and receive a full refund. This policy is designed to provide a risk-free evaluation period for our customers.
  • To initiate a return and request a refund, please contact ShapeScale at 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.

Return and Refund Policy for Lease Customers

For ShapeScale for Business lease customers, once a device has been shipped, we do not offer refunds except under specific conditions outlined in our terms and conditions. However, if an order has not yet shipped, customers can cancel their order and receive a full refund at any time before shipment.

Exceptions to Refund and Return Policy

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.

International Customers

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.

Refund Process

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.

Outside of the 90-day Pilot 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.

For any further questions or clarifications regarding this policy, please contact ShapeScale's customer success team at