Orders and returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging.
Lively's 30-day return policy
If for any reason, within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee, if you:
- Have not exceeded any Phone Usage Limitation, and
- Return the phone/device in "like new" condition, as determined by Lively, in the original box with all components and materials
Shipping charges are non-refundable.
The activation fee is non-refundable if you:
- Ordered a new phone/device without paying the activation fee
- Exceeded any Phone Usage Limitation (defined below)
- Activated two phones and are returning only one phone
- Send a device that is not in “like-new” condition, as determined by Lively
Phone Usage Limitations
Minutes Limitations:
Usage Limitation with respect to minutes means 30 minutes or less of talk time.
If you have used more than 30 minutes of talk time within 30 days from the date of purchase, but did not exceed your plan minutes, then we will retain the lesser of:
- Your monthly minute plan service charge;
- or 35¢ per minute for each additional minute over 30 minutes
If you have used more than 30 minutes of talk time within 30 days from the date of purchase and exceeded your plan minutes, then we will retain your monthly service charge plus $0.35 per minute used over your monthly plan minutes allowance.
Data Limitations:
Usage Limitation with respect to data means 50MB or less of data.
If you have used more than 50MB of data within 30 days from the date of purchase, but did not exceed your data plan, then we will retain your monthly data plan service charge.
If you have used more than your data plan within 30 days from the date of purchase, then we will retain your monthly data plan service charge, plus 10¢ per MB used over your monthly data plan allowance.
Text Limitations:
Usage Limitation with respect to texting means 50 or less texts or picture messages.
If you have sent and/or received more than 50 texts or picture messages within 30 days from the date of purchase, but did not exceed your text plan, then we will retain the lesser of:
- Your monthly text plan service charge;
- or 10¢ per text or picture message sent and/or received over 50 messages
If you have sent and/or received more messages than are included in your text plan within 30 days from the date of purchase, then we will retain your monthly text plan service charge, plus 10¢ per message sent and/or received over your monthly text plan allowance.
Start a Return
To start a return, you can call us at 1-800-733-6632. If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
To return your Lively phone:
Our Customer Service representatives are available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET. to obtain a return authorization number. If your phone was purchased from a retail store, it must be returned to that store and is subject to the store's return policy.
Returning your order
Approved returns must be shipped back at the customer's expense in its original box with all components and materials. The shipping charge is non-refundable. The Lively phone must be in “like new” condition to be eligible for a refund.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 21 business days of receipt of your item. Please remember it can take some time for your bank or credit card company to process and post the refund too. You will be charged a $10 restocking fee.
If more than 25 business days have passed since we’ve received your return, please contact us at lively@shop.lively.com.
Common questions
How can I track my order?
Does the product come with a warranty?
Need more help? Give us a call.
If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET.
