ShapeScale is committed to ensuring customer satisfaction with ShapeScale for Business. This policy outlines our comprehensive approach to returns and cancellations for both device purchases and lease agreements.
!! IMPORTANT !! a re-boxing and processing fee of up to one thousand dollars ($1,000) will be charged for
- Failure to include all original accessories and components
- Use of inadequate or non-original packaging materials
- Damage resulting from improper packaging during return shipping
I. Trial Period and Device Activation (All Customers)
The trial period allows you to fully test the Device and Services without a long-term commitment.
1. Trial Period Definition
- The trial period is forty-five (45) days from the date of delivery, as confirmed by carrier tracking
- Customer must retain all delivery documentation
- Trial period starts from delivery date regardless of activation status
2. Device Activation
- Customer must activate device through ShapeScale app within seven (7) days of delivery
- Failure to activate does not extend the trial period
- Customer must complete all required activation steps in the ShapeScale app
II. ShapeScale for Business: Purchase Customers
1. Trial Period (First 45 Days)
- Full refund of purchase price
- Must follow ShapeScale Return Packaging Guide
- Delivery and setup fee non-refundable
- Must return device in good working condition per Section 10.2 of Terms and Conditions
2. After Trial Period
- No returns or refunds available
- Warranty terms apply as per Terms and Conditions
III. ShapeScale for Business: Lease Customers
1. Trial Period Cancellations (First 45 Days)
- Submit written cancellation notice to help@shapescale.com
- Shape will provide Return Merchandise Authorization (RMA)
- Device must be returned in good working condition
2. Trial Period Refund Terms
- Monthly Billing Customers:
- Charged for full/partial months used through cancellation
- No further payments required
- Delivery and setup fee non-refundable
- Annual Billing Customers:
- Prorated refund based on months used (rounded up)
- Delivery and setup fee non-refundable
3. Post-Trial Cancellations
- During Initial 12-Month Term:
- Full payment obligation for remainder of term
- Shape may offer early termination options
- No refunds of fees paid
- End of Term:
- Thirty (30) days written notice required
- Must return device per Section D
- All outstanding balances must be paid
IV. Return Procedures (All Customers)
1. Domestic Returns (United States)
- Shape provides return shipping label
- Shape schedules carrier pickup
- Customer must package device according to provided instructions
2. International Returns
- Customer responsible for all return shipping costs to San Francisco, CA
- Customer responsible for:
- All import/export duties and taxes
- Customs clearance and documentation
- Compliance with local shipping regulations
- Shape not liable for:
- Customs delays or hold
- Lost or damaged international shipments
- Import/export compliance issues
- Device must arrive at Shape's facility within 30 days of RMA issuance
3. All Returns
- Must include original accessories and components
- Must use original or Shape-approved packaging
- Must follow all provided return instructions
- Subject to damage assessment per Section 10.2 of the Terms and Conditions
- $1,000 reboxing fee applies for non-compliance
Exceptions to Refund and Return Policy
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 the Customer for any damage to the Device beyond normal wear and tear, up to a maximum of the full purchase price of nine thousand seven hundred eighty dollars ($9,780), as detailed in Section 10.2 of the Terms and Conditions.
VI. Pre-Shipment Cancellations
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.
For the complete terms and conditions governing your purchase or lease of a ShapeScale device, please refer to our Terms and Conditions.
VII. Refund Process
Upon receipt and inspection of the returned Device during the Trial Period, refunds will be calculated as follows:
- For customers billed annually:
- Shape will issue a prorated refund of the annual fee
- The prorated refund will be calculated by deducting the monthly rate multiplied by the number of months used (rounded up to the nearest month)
- For customers billed monthly:
- Customers will be charged for all full or partial months of service used through the cancellation date
- No further payments will be due after cancellation
The delivery and setup fee is non-refundable. All refunds will be processed to the original payment method used at the time of purchase. Please allow standard processing time for the refund to appear on your statement.
For any further questions or clarifications regarding this policy, please contact ShapeScale's customer success team at help@shapescale.com.