Can I return my newer Styku scanner because it produces lower-quality scans than my older Kinect-based system?

If your newer Styku scanner isn't meeting your clinical or operational needs — especially if you rely on long-term scan continuity with an older Kinect-based system — Styku offers a Buyback Program that may allow you to return the unit. This is handled case-by-case and is not guaranteed, but support can walk you through eligibility and next steps.

Why Scans Look Different Between Older and Newer Styku Systems

Older Styku scanners (such as the S100) used a Microsoft Kinect camera. Newer scanners use an Intel RealSense D455 camera. These are fundamentally different sensors, and the scans they produce are not directly comparable.

• Measurement results, body fat percentages, and visual detail will differ between the two sensor types — this is expected and by design.
• Scan histories from one sensor type cannot be reliably compared to scans from the other sensor type.
• If your practice depends on longitudinal tracking (comparing a patient's scans over months or years), mixing scanner generations will break that continuity.

This is an important factor to raise with your sales or account contact before purchasing a new scanner if historical data continuity is critical to your workflow.

What to Do If You Want to Return Your Scanner

Styku does not have a standard self-service return process. Instead, returns and buybacks are reviewed individually. Here is how the process works:

1. Contact Styku Support to explain your situation and request a return or buyback review. Be specific about why the scanner doesn't meet your needs. Per Styku's Equipment Service and Repair Policy, warranty-related concerns must be reported through your Styku Business Portal within 30 days of discovering the defect.
2. Schedule a Zoom meeting with a Styku support representative. During this call, they will test the unit remotely and document its condition.
3. Complete the Buyback Program form if your unit is approved for the program. The link will be provided by your support contact.
4. Styku's service team re-certifies your unit to confirm it is functioning correctly.
5. Styku lists and sells the unit through their internal resale process.
6. You receive your proceeds after the unit is sold and delivered to the new owner.

Important Things to Know About the Buyback Program

• Participation is reviewed case-by-case — approval and timelines are not guaranteed.
• Your unit must be in resalable condition. Photos of the unit and all components will be reviewed.
• Once approved, Styku handles shipping, refurbishment, and resale logistics.
• A sales or account management representative (not just technical support) will be involved in reviewing the commercial terms.
• If you have questions about financial details, restocking fees, or partial refunds, ask to be connected with an account manager or customer success contact who can authorize commercial resolutions.

Warranty Service vs. Buyback: Key Policy Points

If your return request is warranty-related rather than a buyback, the following policy terms apply:

• You must contact Styku through your Styku Business Portal within 30 days of discovering the defect, providing a description of the equipment and the alleged defect.
• You must make the affected equipment available for inspection by Styku or its authorized service representative.
• If Styku determines the equipment needs to be repaired or replaced, you must return the defective parts within 14 days of receiving a return merchandise authorization (RMA).
• Styku covers all shipping and labor costs for in-warranty repairs or replacements.
• Repair or replacement of any parts or equipment will not extend the original Warranty Period.
• Customers outside of the continental United States may have the requirement to return defective parts waived, at Styku's sole discretion.

How to Contact Support

Submit a support ticket through the Styku Business Portal at styku.com/portal. Response target: 1 business day.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your business location name or license key, the invoice or order number for the unit you wish to return, a description of the scan quality issues you observed (including any side-by-side comparisons or example scans if available), confirmation of how long you have had the unit, and the name of any Styku staff member you have previously spoken with about this issue.

Applies to: Customers operating both an S100 (Kinect-based) and a newer Intel RealSense-based Styku scanner and experiencing scan quality or longitudinal data continuity concerns.

Related Resources

• Styku Product-Specific Terms of Service — Equipment Service and Repair Process