Unable to return Sense 2 for a refund

[LRP2023]

Hoping someone from Fitbit actually sees this. I’m in returns hell. Got an email from Fitbit telling me I had 45 days to return my device. ON THE FITBIT WEBSITE, it states their returns policy is 45 days, however, the lovely Google store folks state their return policy is 15 days and they won’t provide me a link to start the process. Both on the phone and in writing, they’re telling me I’ve had the device more than 15 days so it’s not eligible for return. I’ve now written back with screenshots of the email I have from Fitbit and of the section on the Fitbit website where they state it’s 45 days and am demanding they provide me the link. 
Obviously, Fitbit and Google have not gotten together since the takeover to come up with a consistent returns policy but that is not the consumer’s problem. All I want to do is return the Sense 2 and exchange it for a Versa 4, but with this kind of service, I’m wondering if I should just hold out and wait for Apple to come up with a longer lasting battery. I had no choice but to purchase it through Google store either as that’s where the Fitbit website took me.  
Unacceptable, Fitbit. Unacceptable. 

Moderator Edit: Clarified subject

[Guy_]

Hi @LRP2023  - did you chat via the Fitbit App, Help & support section, Contact Customer support? Don't know if they may be able to sort this out directly.

[LizzyFitbit]

Hi there, @LRP2023. @Guy_ Thanks for your help!

@LRP2023 Thank you for the detailed information, and the time taken while contacting our Support team. I understand your frustration and I apologize for this inconvenience. Every feedback shared by our members helps us to keep working on our services, and yours won't be the exception.

Before anything else, let me clarify that every Fitbit product purchased on or after July 11 2023, will fall into the Google Hardware Warranty requirements. This information can be found at the top of the Fitbit Limited Warranty page.

Nevertheless, I've forwarded your post so our team can look into this and continue helping you with this situation. You'll receive an email shortly, please check your inbox and keep an open conversation with them.

[LRP2023]

Hi there. Thanks for the response. 
My primary issue has been beautifully illustrated by you, in fact, in this message. You directed me to the limited warranty page. ON THAT PAGE, it says you have 45 days from date of purchase to return a product. This needs to be honoured. I can’t get a response from google beyond them telling me over and over that it’s 15 days. I’m getting close to that 45 days now so I believe they’re further stalling today it out past that deadline. 
I’ll say again that Fitbit and google need to get their stories straight and have one, unified returns policy. 

[LRP2023]

My response above was for you, but it clustered it under a different person. 

[LizzyFitbit]

Hi there, @LRP2023.

Thanks for getting back with additional information. I understand your concern and I'd like to explain that the 45 days are applicable only for orders placed before July 11, 2023. However, as I mentioned before, Google Hardware Warranty Policy will be applied for any order placed afterward. This notice can be found at the top of the same page, as well as in this Google article.

Because you already have a case created, I contacted our Support team and they informed that an email has been provided to you with more information. I'd suggest following their suggestions and keeping an open communication with them in order to receive assistance.