They should really tell you before you purchase that it is non-refundable. Even their customer service admitted (once I finally got a real human being) that "The ketone strips are VERY tricky" I ordered a starter pack and watched all the videos and even had a friend that is diabetic and very well versed in these types of meters help me. Nothing worked. Not a single test worked and the same error message with all of them. (and the error message could mean too little blood or too much blood so it's really hard to figure out which one since it's the same message for either which they also don't cover in the videos) Their customer service is simply "if the product doesn't work it's your fault" very disappointing I think perhaps these meters are only for people who have really "normal" blood. If you have blood that comes out a little faster or a little slower, that clots a little faster or clots a little slower or maybe you're a little or alot anemic this meter is not for you. That's probably why the comments are turned off on all their videos. Too many people trying to tell you how it did NOT work. There must be some curation system that keeps the 1 star ratings from ever seeing the light of day.