Returns, exchanges, and refunds
General return policy
If you need to make a return, please keep in mind that the products should be:
- Unopened
- Undamaged
- Shipped to you directly from Medtronic no more than 30 days prior to your request with the Customer Support Center Team
- Approved for return by the Customer Support Center Team
Products that shipped more than 30 days prior to your request are not eligible for return. Products that shipped from a Distributor cannot be returned by Medtronic.
Return and refund process
General return guidelines
If your product meets the guidelines of our general return policy:
- Call the Customer Support Center Team to discuss your return at 1-800-646-4633 and select option 5 (M-F 8 a.m. – 6 p.m. CT)
- Have product information ready (for example, a lot number or serial number)
- If your request is approved, expect a prepaid shipping label via email or USPS mail
- If a refund is owed, the refund will be provided after the product has been received by Medtronic, and timelines will vary
Returning a Continuation of Therapy pump
If you have been provided with a 90-day Continuation of Therapy loaner insulin pump, follow these steps for your return:
- Return your Continuation of Therapy pump within 90 days to ensure prompt credit to your account
- Place the pump in the USPS prepaid envelope that was provided to you
- Drop the envelope in any USPS mailbox or post office. You can also leave it for your mail carrier in your mailbox.
- Call the Customer Support Center Team at 1-800-646-4633 and select option 5 (M-F 8 a.m. – 6 p.m. CT), if for any reason you are not able to return the Continuation Of Therapy pump within 90 days
Returning a travel loaner pump
If you have taken a travel loaner insulin pump with you on a recent trip, keep the following in mind when you get back home:
- Return your travel loaner pump 2 weeks after your scheduled return date to ensure prompt credit to your account
- Place the pump in the USPS prepaid envelope that was provided to you with the travel loaner return instructions
- Drop the envelope in any USPS drop box or USPS location
- Call the Customer Support Center Team at 1-800-646-4633 and select option 5 (M-F 8 a.m. – 6 p.m. CT), if for any reason you are not able to return the travel loaner pump within 2 weeks of your return
General exchange policy
If you would like to make an exchange, we are happy to work with you to make this happen. Before requesting an exchange, it is important to keep in mind that products should be:
- Shipped to you directly from Medtronic no more than 30 days prior to your request with the Customer Support Center Team
- InPen™ smart insulin pens should have been paired with the InPen™ app no more than 30 days prior to exchange request with the Customer Support Center
- Unopened
- Undamaged
- Exchanged for the same product type (for example, infusion sets may be exchanged for infusion sets)
- Approved for exchange by the Customer Support Center Team
Products that shipped more than 30 days prior to your request are not eligible for return. Products that shipped from a Distributor cannot be returned by Medtronic.
Exchange process
If your request meets the guidelines of our general exchange policy:
- Call the Customer Support Center Team to discuss your exchange at 1-800-646-4633 and select option 5 (M-F 8 a.m. – 6 p.m. CT)
- Have product information ready (for example, a lot number or serial number)
- If your exchange is approved, expect a prepaid shipping label via email or USPS mail
- Your new product should arrive within 3 business days
Find your product lot number
When you call us to return or exchange a box or package of a type of product, we will ask you for the lot number that identifies your specific product. Don't know where to find your lot number?
A lot number is located:
- On the side of a package or box label that lists specific product details
- Underneath the line that says "REF"
- Next to the word "LOT"