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 firstname.lastname@example.org, and we'll get you sorted.
Step 1: Email email@example.com with a return claim
- Email firstname.lastname@example.org with a return claim.
- 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 email@example.com.