No — Vively is only able to assist with replacements for CGM sensors that were purchased directly through Vively.
If your CGM was ordered through another provider — such as the LibreLink app, the FreeStyle website, or a third-party retailer — you’ll need to contact the original seller or manufacturer directly for any replacement requests or supporting documentation.
Vively isn’t able to provide letters or replacement assistance for CGMs purchased outside of our platform.
If you purchased your CGM through Vively
If your CGM was purchased through Vively and you believe it’s faulty:
Please email us at contact@vively.com.au
Include a brief description of the issue and when the sensor was applied
If there’s an inherent fault with the sensor, we’ll help investigate and organise a replacement where appropriate.
In summary
Replacement support depends on where the CGM was purchased
Vively can only assist with CGMs bought directly through Vively
CGMs purchased elsewhere must be handled by the original seller or manufacturer