Return policy

1. Igloo Reader Pro devices may be returned under the following conditions:

• You must complete the return request form here: support request form

• Devices must be shipped together with a completed Decontamination Form. The required form can be found in the Instructions for Use (IFU) supplied with the device and on our website.

• Devices must be clean, safely packaged, and include all original accessories.

• After receiving and verifying the returned device, Dx365 GmbH will process the refund or replacement in accordance with our warranty terms.

Returns sent without a completed Decontamination Form cannot be accepted and will be rejected.

2. Diagnostic Tests (Lateral Flow Tests) Returns

Diagnostic test kits cannot be returned under any circumstances.

This restriction applies because test kits are classified as single-use in vitro diagnostic medical products. For safety, traceability, and regulatory reasons, once delivered they cannot be taken back, refunded, or exchanged.

3. Additional Information

• Please ensure that any return shipments comply with local regulations for the transport of used medical devices.

• Dx365 GmbH reserves the right to refuse returns that do not meet the conditions stated above.

For any questions, please contact our support team.