Returns & Exchanges

How do I return my item(s) for refund/exchange?

1)  Login into Your Account and request a refund/exchange through the "Returns" tab. 

 

or

 

1)  Contact us directly to request a return for refund/exchange.

• via Phone: (800) 991-6207 (9am-4pm CST Monday-Friday)
• via Email: Contact Form (please allow up 24 hours for email response)

2)  Provide us with one of the following:

• Order number
• Customer account number
• Name used on original purchase

3)  A Return Merchandise Authorization (RMA) number will be emailed with return instructions within 24 hours. 

Where do I return my item(s)?

4)  Once your return request has been approved, ship your products back to our facility using your preferred shipping method.

• Please remember to include all the items you received with your original purchase (example: accessories, manuals, cords)

• Your RMA is valid for 7 days after authorization

• Use the original packing box, or one comparable, and ship your products back to the following address:

5) Upon receiving your return package to our facility, we will send a courtesy email notifying you we have received your return along with a time frame for processing your refund/exchange.

• All refunds/exchanges will be processed within 3-5 business days of arrival

What if my item is defective/damaged?

• If an item is received damaged or was incorrectly shipped, please contact Customer Support within 7 days of delivery.

• A trained customer service representatives will assist you in troubleshooting or provide you with directions to exchange your defective unit

A prepaid return label is available upon request to those returning products back as "defective or damaged". Note: If the product is tested and found to be operational, a credit will be applied for the product price LESS the price of the prepaid return label.

NON-returnable items

Non-returnable items will be returned back to the customer under the customers expense.

• All orders that have not been authorized by the 30th day

• All custom made products

• Ear tips, and select products that rest inside the ear

• All consumable and digestible products are NOT eligible for refund (Includes vitamins, nutritional supplements, topical creams, lotions, and any liquid products)

• Hazardous materials, flammable liquids or gasses

Returns can only be authorized under the following conditions:

• Without showing signs of wear or damage in any way

• Within 30 calendar days of the delivery date (after 30 days no returns are allowed)

• Must not be a custom order

Please note that some brands have brand or manufacture specific return policies 

Will a return service handling fee be applied if I return an item?

• If an item is returned within 30 days with no damages to the item or packaging, a return service handling fee will NOT be applied to your order.

Which item are subject to a return service handling fee?

Return service handling fee's will be applied to the following:

• Unauthorized returns - Up to 25% handling fee
• Items that are returned with physical damages, includes damaged packaging -  Up to 25% handling fee
• Shipments that are "returned back to sender" - Up to full cost of return shipping 
• Orders that are returned incomplete including missing packaging - Cost of missing units
• All returnable Vive Health products are subject to a 30% restocking fee.
• Authorized returns not received within 37 days of original delivery date, will be subject to a 25% restocking fee

Return service handling fee will be deducted off your refund amount.