Is purchase receipt required for Fitbit Ionic Recall Refund?

[accnnash]

I’m hoping someone in the community can help, because I seem to be running into the same issues others have reported regarding the Fitbit Ionic refund.

My Ionic was bought for me as a retirement/birthday gift. I never connected it to my account at the time because I was already using a Sense and a Charge 2, and you can’t have both the Ionic and Sense active on the same account. I recently discovered the Ionic recall due to the battery overheating risk, so I followed the official refund process and explained that it was a gift, so I don’t have a receipt.

I received an email confirming that my refund had been approved and was told to wait 4–6 weeks. After six weeks with no refund, I contacted support, only to be told the refund had been cancelled. Since then, I’ve been stuck in a loop of repeatedly explaining that I don’t have a receipt, and repeatedly being asked to provide one.

Google/Fitbit — this is a safety recall for a faulty product. Is the refund only available to people who still have a receipt? If so, that leaves a huge number of people with potentially dangerous devices they can’t use.

Please confirm the actual acceptance criteria for the recall, because nowhere in the official documentation does it state that a receipt is required.

Moderator Edit: Clarified subject.

[AndreaFitbit · Accepted solution]

Thanks for getting back to us @accnnash. I'm sorry to hear that you haven't received your Fitbit Ionic recall refund. I'll be happy to assist. 

Please get in touch with our Support Team in order to check the requirements in order to get your recall refund.

I wanted to let you know that I'm going to close this thread to keep the community organized and prevent any confusion.