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Frequently asked questions, answers
My sensor stopped or fell off early.
- We can accept the claim via the LinX warranty claim form — even if the claim is sent by email, we will ask you to fill this in.
- The form starts with the email address or phone number you used to purchase in the webshop.
- Serial number: you will find it on the box or on the main screen of the LinX app. If you have already thrown the box away, it is also available in the app's sensor list among the previously used sensors.
- The requested image depends on the fault type, so select the fault type first. For a sensor that has stopped or shows an error (Sensor error) we ask for a screenshot of the LinX app on which the error message is also visible. For a sensor that has fallen off (Fell off early) a photo of the detached sensor, off the body — here a screenshot alone is not enough. In the description, write on which day it stopped and what the app displayed.
- The sensor does not need to be returned, but please keep it until the case is closed. If you do not receive a reply to your claim, contact us: info@gluxshop.eu, +36 1 901 0190 (Monday–Friday 8:00–16:00).
I got stuck on the warranty claim form.
- In the serial number field, the 22222 beginning is already filled in — just type the characters that follow it (so it becomes complete, for example 22222E2RC9). If you paste the full serial number before or after the existing part, the field cuts off the end and the check fails.
- If no order is found for the phone number: the form automatically clears the phone field and jumps to the email field — enter your webshop email address there and search again. Many orders have no phone number saved.
- If you did not buy in the webshop: the I did not buy online button is for sensors bought from a vending machine or at a pickup point. A sensor bought in a pharmacy or medical centre must be reported at the place of purchase; this form does not accept it.
- If the sensor fell off without a trace and you have no picture of it: for the fault type, select the Other option, describe the circumstances in the description, and for the mandatory image upload another image relating to the case — for example the app's error message.
- If you still cannot get any further after this, write to the info@gluxshop.eu address and give your order number and the sensor's serial number — that way you do not have to start again.
I would like to cancel or pause my subscription.
- Cancellation: with the view / modify / cancel link in the email about the most recent charge, or a single email to the info@gluxshop.eu address is enough — with no form, no justification and no notice period.
- If you notify us before the next charge, that charge will no longer be made. You can still receive a parcel that has already been dispatched.
- Pausing is not a self-service operation: we do it on request; just let us know at the same address.
- Different bank card: in the subscription manager, under your subscription, in the Payment method block. Log in on the subscription manager page: enter your email address and request the login link. The portal's labels are displayed in English. If you cannot find it there, write to us.
- If after cancelling you still see an active subscription or a new charge, let us know immediately at the info@gluxshop.eu address.
I would like to request a health fund invoice.
- After placing your order, you can enter the details on the health fund invoice page . At most 15 minutes after the order, once — the page also states this.
- The form asks for the order number (#1234 format) and the email address given at checkout , then the fund from the list, the fund member's name and the membership ID.
- If you have submitted the details correctly, you have nothing further to do. You only need to contact customer service if you entered something incorrectly.
- If you missed the 15 minutes or made a typo: write to the info@gluxshop.eu address and give the name of the fund, the fund member's name, the membership ID, and which order you are requesting it for. Whose name the invoice is issued in is decided by your fund's rules — if you are unsure about this, ask your fund, and include this in your message too.
- If your fund is not on the list of selectable funds, that is not a rejection: write to the same address with the same four details. The fund can be added to the list, and the invoice can still be issued for your order with the details provided.
I cannot find my credited balance.
- Log in to the webshop with the email address to which the credit was issued — the balance is shown on your profile page. Illustrated guide: GluX credits.
- The credit appears only after the assessment : until your warranty claim has been assessed, there is nothing to look for in your account yet.
- It is not yet visible in the cart. The deduction takes place at checkout , by ticking Use redeemable amount ; if the order costs more, you pay the difference.
- For subscriptions, the warranty credit is not store credit, so there is no point looking for it in your account.
- Store credit is not a coupon code: it belongs to your profile, and no separate code is needed for it. If you received a coupon code by email, you can redeem it at checkout in the Discount code or gift card field.
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Our contact details
Registered office
Glux Solutions Kft.
1138 Budapest, Csele utca 5. A/8/2.
Hungary
Write to us
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