- Returns must be unused items
- This offer excludes hygiene products
Your happiness is important to us, yet due to the rehabilitation and hygiene nature of our products, most of our products must be non-returnable. Hygiene items such as bed and relaxation, bath safety, braces, cushions, pillows, gloves; Rehab items such as uplift seat assist, walkers, putties, leg lifters are not returnable. Items that are not returnable are indicated in its product description as well.
If you would like to return a product, please first check online to see if its page states the item is non-returnable. If not stated online, you may email CustomerService@ActiveForever.com to confirm as to whether the product can be returned.
If the product is returnable:
When returning a product, you must contact ActiveForever within 30 days of receiving your product to obtain a Return Merchandise Authorization (RMA) number, which will expire 7 days after being issued. You are responsible for returning the item to the address designated by ActiveForever's Customer Service Counselor in a track-able fashion, and the RMA number must be written very clearly on your shipping label on the outside of your shipping box. Once the product you ship back to us is confirmed received, and in new condition, a merchandise credit, or an exchange credit will be applied to your account. The exchange credit will be valid up to 6 months after issue. If receiving a refund, please allow 6-8 weeks (two billing cycles) for the credit to process to your original payment method.
It is very important you do not deface the retail box in any way, so please be sure your RMA is prominently displayed only on the shipping label on the outside of the shipping box, so we don't refuse your package. Products must be in like-new condition, contain all of its original contents, in its original packaging, and show absolutely no signs of wear and tear in order to be accepted for Return Merchandise Authorization (RMA). We will process your return immediately upon receipt.
Return Policy Criteria:
We carry only top quality products which we are certain will help keep you ActiveForever ™, however we want you to shop in complete confidence! This is why ActiveForever puts so much effort into only carrying top quality products from consumer-friendly manufacturers who stand behind high quality standards. In the event a product is confirmed as a manufacturer's defect, or confirmed damaged due to the shipping process, ActiveForever will ship you out a replacement at no charge.
Unfortunately, we will have to deny your refund if your return is sent back to ActiveForever without a Return Merchandise Authorization (RMA), or if the retail package or product is missing any contents or defaced in any way.
Return Service Fees: Most product returns require a service fee of 15%. (Select products such as the Healthcraft Super Pole and other bulk items require up to a 25% service fee due to our manufacturer's requirements.) Please understand that when a product is returned, quite a lot of work goes into the return process, and this service fee allows us to keep our retail costs low, and our quality of service levels very high.
REFUSED SHIPMENT/UNDELIVERABLE PACKAGE
If you refuse a package upon arrival or your package is undeliverable due to customer error, we must charge your card for the shipping cost and shipper fee caused by your decision. This policy applies even if your order was originally sent to you via FREE shipping.
Because each of our wonderful suppliers handle defective items differently, please email us at firstname.lastname@example.org if you encounter any problems with your purchase and we make sure any issues are resolved in a timely manner.
Common Sense Precaution
Due to the medical and rehabilitation nature of the products we make available to consumers for retail, we urge you to use our products with caution. If you are not fully aware of how something works, whether the product choice suits your condition, or if you suspect a defect, report it to us and consult with your medical professional before using! ActiveForever does not have medical professionals on staff, nor do we offer medical advice.
CANCELLING AN ORDER
In most cases, once an order is placed, we are not able to cancel the order due to the speed in which we process and ship orders . If you no longer want a product after the order has been placed, please contact us for a Return Merchandise Authorization via email or telephone once you have received the product. Unauthorized returns/refused shipments will not be accepted or credited.
ActiveForever Customer Service:
PLEASE BE SURE TO CONTACT US WITH ANY MAJOR MEDICAL OR REHAB PRODUCT PURCHASE YOU HAVE TO PAY FOR OUT OF POCKET. CHANCES ARE, WE’LL SAVE YOU MONEY.