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What is your return policy?

  • Updated

We want you to be thrilled with your new purchase. However, if you need to return the Sutro, we're here to help.

 

Standard Return Policy

  • You can return an item you bought from Sutro within 14 calendar days after the day you received it

    • All merchandise returned must be in brand-new condition: unused, in original packaging, with no use in water.

    • Please ensure that the item you're returning is repackaged with all the cords, adapters, and documentation that were included when you received it.
    • Sutros placed in water cannot be returned unless it is a manufacturer defective product (subject to approval). We allow claims for defective products (subject to approval) within 6 months from the purchase date, with an online order number provided.
  • Once you start the return process, you’ll have 14 days to complete the return. 
  • We’ll refund the amount to the payment method you used with your original purchase
    • If you purchased the Believer plan (prior to Nov 4, 2021), we will refund $29/mo minus $699 for the number of months that you have used the product. For example, if you had purchased a Believer plan and used the service for 6 months, Sutro will refund a pro-rated $174 ($29*6), for only up to 1 year. 
  • Sutro will send a pre-paid label for you to return the device.

If you haven’t received your Sutro order yet, email us at support@mysutro.com, and we'll get you sorted. 

Step 1: Email support@mysutro.com with a return claim

  1. Email support@mysutro.com with a return claim.
  2. Sutro will generate an RMA (return material authorization) for you through our amazing Sutro Success team if you're within the 14 day period with an unused Sutro

Step 2: Wrap it up

Include the following in your package:

  • The box your purchase came in
  • The Sutro monitor, charging hub, power cable, batteries (do not include the cartridge)
  • Other accessories, documentation, and anything else that came with the device
  • The RMA form that will be provided to you by our customer service team

Step 3: Send it back to Sutro

  • To be sure the device arrives in its original condition, package and ship it using the label and instructions from the Sutro Success Team support email.
  • The package must be mailed prior to the 14th day of initiating the RMA.  

Return a defective device

If you think your device is defective, visit the Warranty FAQ for more information or email support@mysutro.com.

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